This Service Level Agreement ("SLA") defines the uptime commitments, support response times and remedies that IQRA Info Services provides to customers on active paid hosting plans.
1. Network Uptime Guarantee
IQRA Info Services guarantees a monthly network uptime of 99.9% for all shared hosting, business hosting and email hosting plans, measured at our network edge, excluding scheduled maintenance windows.
| Plan Type | Uptime Guarantee | Max Monthly Downtime | Credit Threshold |
|---|---|---|---|
| Starter Hosting | 99.9% | 43.8 minutes | Below 99.9% |
| Business Hosting | 99.9% | 43.8 minutes | Below 99.9% |
| Pro Hosting | 99.95% | 21.9 minutes | Below 99.95% |
| Business Email | 99.9% | 43.8 minutes | Below 99.9% |
| DDoS Protection | 99.99% | 4.4 minutes | Below 99.99% |
2. Service Credits
If monthly uptime falls below the guaranteed level due to causes within our control, you are eligible for a service credit applied to your next invoice:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 7 days of the downtime incident by emailing support@iqrainfoservices.com with your domain and a description of the incident. Credits are non-transferable and cannot be exchanged for cash.
3. Exclusions
The uptime guarantee does NOT apply to downtime caused by:
- Scheduled or emergency maintenance announced in advance
- Customer-caused issues (bad code, resource exhaustion, misconfiguration)
- DDoS or cyber-attacks exceeding our mitigation capacity
- Force majeure events (natural disasters, power grid failures, ISP outages)
- Third-party services (DNS registrars, CDN providers, payment gateways)
- Accounts suspended for AUP violations or non-payment
4. Support Response Times
| Channel | Priority | Response Time |
|---|---|---|
| WhatsApp (+91 90999 69921) | Any | Within 3 minutes (24/7) |
| Email (support@iqrainfoservices.com) | Critical | Within 1 hour |
| Normal | Within 4 hours (business hours) | |
| Scheduled callback | Planned | Same business day |
5. Maintenance Windows
We perform routine maintenance between 2:00 AM and 5:00 AM IST. For maintenance expected to cause more than 5 minutes of downtime, we will provide at least 48 hours' advance notice by email.
6. Backup Policy
- Starter plans: Weekly automated backups, retained for 2 weeks
- Business plans: Daily automated backups, retained for 30 days
- Pro plans: Daily backups + one-click restore from cPanel, retained for 60 days
Backups are for disaster-recovery purposes and are not a substitute for your own backup strategy. One restore per month is included free on all plans.
7. Claiming a Credit
To claim an SLA credit, contact us within 7 days of the incident: