1. Overview
This Service Level Agreement ("SLA") describes the support response targets and availability targets that apply to Nubryx web hosting, VPS hosting and business email services. It forms part of our Terms of Service.
The figures below are targets we work to and measure ourselves against. Where a target is missed, the remedies available are those set out in this SLA.
2. Support hours
Support is available as follows:
- 24×7 Technical Support: technical support tickets can be opened at any time from the Client Portal or by emailing [email protected].
- Business Hours: Monday–Friday, 9:30 AM–6:30 PM IST, for sales, billing and general enquiries, including phone enquiries.
3. Response and resolution targets
We separate response time (when we acknowledge your request and begin investigating) from resolution time (when the issue is fixed or a workaround is in place).
Critical Service Outages
- Initial response target: within 1 hour (24×7).
- Continuous updates until the service is restored or a workaround is provided.
Technical Support
- Initial response: within 4 business hours.
- Most standard issues are resolved within 24 hours, depending on complexity.
General Queries
- Response within 24 business hours.
Billing & Accounts
- Response within 1 business day. Billing questions can also be sent to [email protected].
Sales & Pre-sales
- Response within 1 business day. Pre-sales questions can also be sent to [email protected].
Custom Deployments
- Initial acknowledgement within 24 hours.
- Most managed setups and custom deployments are completed within 24–48 hours, depending on project scope.
4. How response times are measured
Response time refers to acknowledgement and investigation. Resolution times depend on issue complexity, customer cooperation and third-party providers such as datacentres, registries or software vendors.
Targets are measured from the time a ticket is received through the Client Portal or by email. Including the affected service, what you have already tried and any error messages helps us resolve issues sooner.
5. Uptime target
We aim for 99.9% network and infrastructure availability each calendar month for web hosting, VPS hosting and business email services.
99.9% availability allows for approximately 43 minutes of unplanned downtime in a 30-day month.
6. How downtime is measured
Downtime is a period during which the service cannot be reached from the public internet because of a failure in the Nubryx network, hardware, power or hypervisor, as confirmed by our monitoring. It is measured from the time the issue is detected by our monitoring or reported in a support ticket, whichever is earlier, until the service is restored.
7. What is not counted as downtime
Downtime does not include unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance
- Emergency maintenance needed to fix a critical security vulnerability
- Your own software, configuration, scripts or content, including anything you install on a VPS
- Suspension for non-payment or for breach of our Terms or Acceptable Use Policy
- DDoS attacks large enough to require mitigation that affects availability
- Problems with DNS, domain registries or networks outside our control
- Events beyond our reasonable control, such as natural disasters, war or failures of upstream carriers
8. Service credits
If monthly availability for a service falls below the 99.9% target, you can claim a credit calculated as a percentage of that service's monthly fee:
- 99.0% to below 99.9%: 10% credit
- 95.0% to below 99.0%: 25% credit
- Below 95.0%: 50% credit
9. How to claim
Open a support ticket within 7 days of the end of the month in which the downtime occurred, with the affected service and the dates and times of the outage. We verify claims against our monitoring records.
Credits are applied to your next invoice for the same service. They cannot be exchanged for cash, cannot exceed 50% of the monthly fee for the affected service, and are not available to accounts with overdue invoices.
Service credits are your sole and exclusive remedy for unavailability of the service.
10. Backups
Backups included with our plans are provided on a best-effort basis and are not covered by this SLA. Keep independent copies of important data.