Service Level Agreement (SLA)
Effective Date 15 May 2025
NAML ONLINE SERVICES PVT LTD (“we,” “us,” or “our”) provides hosting, domain, and SSL services through https://namlhost.com (the “Services”). This SLA outlines our commitments to service availability, support, and remedies for downtime.
1. Uptime Guarantee
99.9% Monthly Uptime: We guarantee 99.9% availability of our hosting Services per calendar month.
Calculation: Uptime = (Total Minutes in Month – Downtime) / Total Minutes in Month × 100.
Exclusions: Scheduled maintenance, user-caused outages, third-party failures (e.g., domain registries), or force majeure events.
2. Support Response Times
| Issue Severity | Response Time | Resolution Target |
Critical (Full outage) 1 hour 4 hours
High (Partial outage) 2 hours 12 hours
Medium (Performance issues) 4 hours 24 hours
Low (General inquiries) 24 hours 72 hours
Support Channels: Email (support@namlhost.com) or ticketing system (via client dashboard).
3. Credits for Downtime
If uptime falls below 99.9%, you may request a service credit:
| Uptime | Credit (% of Monthly Fee) |
99.0% – 99.8% 5%
95.0% – 98.9% 10%
Below 95.0% 15%
Process: Submit a claim within 30 days of the incident. Credits are applied to future invoices.
Cap: Maximum credit per month is 50% of your monthly fee.
4. Scheduled Maintenance
Notice: 48 hours via email or dashboard notification.
Window: Non-peak hours (12:00 AM – 4:00 AM IST).
Duration: Typically under 2 hours.
5. Exclusions
No credits apply for downtime caused by:
– Customer misuse (e.g., resource overages, security breaches).
– Third-party services (e.g., DNS providers, domain registries).
– Force majeure (e.g., natural disasters, ISP outages).
6. Termination Rights
You may terminate Services without penalty if:
– We fail to meet uptime guarantees for 3 consecutive months.
– Critical outages remain unresolved for 24+ hours.
7. Reporting & Escalation
Downtime Claims: Email (info@namlhost.com) with logs, timestamps, and affected services.
Escalation Path: Unresolved issues may be escalated to support@namlhost.com.
8. Changes to SLA
We reserve the right to modify this SLA with 30 days’ notice. Continued use constitutes acceptance.
Contact Us
NAML ONLINE SERVICES PVT LTD
New Town, Action Area II, Kolkata, West Bengal 700135, India
Email: info@namlhost.com
Phone: +918017210141