Service Level Agreement(SLA Agreement)

Last updated on 19th July, 2019

SLA Agreement


Please read the below mentioned points of SLA agreement. (“SLA”, “Service Level Agreement”) carefully before using the (shadowhosting.net) website (the “Service”) operated by Shadow Networks International (“us”, “we”, or “our”). Anywhere "client", "he/she", "him/her", "user" is mentioned, it is subjected to the person who is using our service. Wherever "client", "he/she", "him/her" is mentioned, it is subjected to the person using our service.

At Shadow Hosting, we promise to provide what we write. So incase if you face any issue with our service, you can contact us and claim a service extension/compensation for the damage that has been made to your service because of our mistakes/system failures. Please read the below mentioned points carefully to avoid any confusion.

Eligibility

Client may contact support department if they face downtimes/issues with our network. You can check if you're eligilble by reading below mentioned points.
  • Downtime for more than 12 hours - Service extension of upto 36 hours.(Can be multiplied based on downtimes).
  • Downtime caused because of DDoS attacks - Bandwidth set to unmetered for the rest of the month(till the end of the subscription month).
  • Data loss - $2/GB of data loss in CREDITS ONLY.
  • Note:- Downtimes caused for less than 12 hours are not subjected to be eligilble for SLA. However, if the downtime happens again next time, the time may add up and make total of 12 hours which is eligilble for compensation claim.

    Not Eligible

  • Claims may get rejected if the information provided is falsified.
  • Claims cannot be made for the service activation delays.
  • Claims cannot be made if the user's account was hacked(because of user's mistake).

  • We may update the agreement if we think we should. User should keep a track on this page by checking it occasionally. We keep a track on everytime we update. You can check the date on when it was updated last time.