Service Level Agreement (SLA)
Last Updated: May 17, 2025
1. Service Commitment
Nexra Link is committed to providing reliable hosting services to our customers. This Service Level Agreement ("SLA") outlines our commitments regarding service availability, support response times, and compensation for service disruptions.
2. Uptime Guarantee
We guarantee a network uptime of 99.9% for all our hosting plans, measured on a monthly basis. This excludes scheduled maintenance, which will be announced at least 48 hours in advance whenever possible.
3. Service Availability Calculation
Service availability percentage is calculated using the following formula:
Availability = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100%
"Downtime" refers to periods when our service is unavailable due to issues within our control, excluding:
- Scheduled maintenance windows
- Emergency maintenance
- Issues caused by customer's applications or content
- Force majeure events
- DNS propagation delays
- Issues with customer's internet connection or equipment
4. Server Provisioning Time
New server provisioning will be completed within 6 hours after successful payment processing. This applies to standard hosting plans and may vary for custom configurations.
5. Support Response Times
We are committed to the following maximum response times for support tickets:
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service is down or completely unusable | Within 1 hour |
| High | Service is severely impacted or major features are unavailable | Within 4 hours |
| Medium | Non-critical feature or functionality is impacted | Within 12 hours |
| Low | General questions, feature requests, or minor issues | Within 24 hours |
Response times are measured during our support hours: Monday to Friday, 9 AM to 5 PM IST, excluding national holidays.
6. Service Credits
If we fail to meet our uptime guarantee in any given month, you may be eligible for service credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% to 99.9% | 10% |
| 95.0% to 98.9% | 25% |
| Below 95.0% | 50% |
7. Credit Request Process
To receive service credits:
- Submit a request to billing@nexralink.com within 15 days of the incident
- Include your account information and details of the service disruption
- Our team will review your request and respond within 10 business days
Service credits will be applied to future invoices and are not redeemable for cash. Credits expire after 12 months if unused.
8. Limitations
The maximum service credit for any single month cannot exceed 100% of your monthly service fee. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
9. Modifications
We reserve the right to modify this SLA at any time, with changes becoming effective upon posting to our website. Continued use of our services after such changes constitutes acceptance of the modified SLA.
10. Contact Information
For questions regarding this SLA, please contact our support team at support@nexralink.com.