1. Coverage

This Service Level Agreement (SLA) for Hardware or Network availability applies to you if InservHosting.com, (referred to as InservHosting, we, us, or our) provides service to you and your account is in good standing. Any terms not defined in this SLA will have the meanings assigned to them in your agreement with InservHosting.

2. Service Level

2.1. Hardware SLA

Our Hardware Service Level Agreement (SLA) ensures that hardware replacements will be completed within two hours of identifying the issue. The hardware replacement time begins once a customer submits a trouble ticket and InservHosting determines the problem is due to faulty hardware. The time taken to troubleshoot and diagnose the issue is not included in the two-hour SLA.

• Hardware Replacement.
• Initial Server Hardening.
• Software Firewall Setup (upon request).
• Unlimited Reboots (via ticket system request).
• Bandwidth Graphs (upon request).

2.2. Network SLA

InservHosting is committed to delivering exceptional service and reliability in the hosting industry. Our infrastructure use redundant components to eliminate single points of failure. The network is multi-homed through multiple high-speed carriers, ensuring customers consistently experience fast and reliable connectivity.

InservHosting guarantees 99.99% uptime for its public networks, excluding scheduled maintenance. This SLA does not cover the InservHosting private network unless the client subscribes to a dedicated private network.

Network downtime is defined as the inability to send or receive data due to the failure of network equipments, excluding scheduled maintenance. Downtime is measured from the time the affected customer opens a trouble ticket until the issue is resolved by InservHosting.

3. Credits

If we are unable to replace the defective hardware within four hours, InservHosting will compensate the customer by crediting five percent of the monthly service fee for each additional hour of downtime, up to a maximum of 100% of the monthly service fee.

If a customer experiences less than 99.99% uptime on InservHosting’s public transit network, excluding scheduled maintenance, they may request a credit. InservHosting will provide a five percent credit for each hour of downtime exceeding 0.1% per month. No customer will receive credits exceeding one month of service for any affected server.

To receive a credit, you must request it within seven business days after experiencing network unavailability. Requests for credits should be sent to our billing department through our helpdesk and the request must come from the primary email address we have on file for you.

Credits are generally issued to your account within sixty days of your request. This credit is the sole and exclusive remedy for our failure to meet the Hardware or Network Availability SLA. Uptime is determined solely by our internal monitoring services, not by any individual client’s experience.

4. Restrictions

Credits will not be granted if Network Availability is affected due to: (i) scheduled maintenance, (ii) your actions or the performance or failure of your own equipment, programs, or applications, or (iii) events beyond InservHosting’s reasonable control, such as actions by governmental bodies, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disruptions, transportation delays, DDoS attacks, interruptions or delays in telecommunications or third-party services (including DNS propagation), third-party software or hardware failures, or lack of availability of raw materials, supplies, or power necessary for the services.

5. Dedicated Server Restore

InservHosting does not restore data to servers and is not responsible for any data loss. We highly recommend that you purchase backup solutions for your server and keep copies of your data off-site for emergencies. If hardware failure or data loss occurs, you are responsible for restoring your data. InservHosting is not liable for any data loss under any circumstances.

6. Backup Retention

6.1. Shared Hosting Backups

InservHosting conducts daily and/or weekly backups on all of our shared servers to help prevent the loss of important files. However, InservHosting is not liable for any lost data, time, income, or other resources due to failure or missing of backups.

To ensure data safety, you should always keep your own backups. If you need us to restore a backup because of an error beyond our control, there is a one-time fee of ₹4,000.00. However, if data loss occurs due to hardware issues, we will restore your files from available backup at no additional cost. Our shared servers are backed up to a separate hard drive on a daily and/or weekly basis. While we strive to recover as much data as possible, we cannot guarantee 100% data recovery. The fee for backup restoration helps provide a level of security for you and compensates us for the effort required to restore your files.

6.2 Cloud VPS/Dedicated Server Backups

Due to the nature of VPS and dedicated servers, InservHosting does not offer backup solutions by default. It is the client’s responsibility to maintain their own data backups. We provide various backup options at an additional recurring cost.

For VPS accounts, we strongly recommend purchasing a remote backup storage and setting up your server to perform local backups that are then transferred to the remote storage. This ensures that, in the event of any issues with your VPS account, the remote backups remain secure and accessible to you and our Technical Support team. Additionally, we advise keeping at least one backup copy of your data on your local desktop for enhanced data security and disaster recovery.

For dedicated server accounts, we advise purchasing backup solutions and storing copies of your data off-site for emergency use. You can either add a secondary or tertiary drive for local backups or use a remote backup storage. In the event of hardware failure or data loss, you are responsible for data restoration. InservHosting is not liable for any data loss under any circumstances.
If you opt to enable backups on your local disk or VPS partition, note that these backups will count towards your total disk space usage. Should that disk fail, be compromised, or become corrupted, InservHosting will not be responsible for any data loss due to inadequate backups.

Your data is crucial to your business, and we strongly urge you to take all necessary precautions to protect it. Please contact our Sales team if you have any questions.