1. Overview
Dinuhost, under INFOTN Solutions, provides an industry-leading 100% uptime guarantee for all its services. This Service Level Agreement (SLA) defines the terms under which customers may receive credits for downtime.
Additionally, this SLA ensures transparency and customer trust in our hosting, domain, and digital services.
2. SLA Credit Eligibility
Customers are eligible for SLA credits if one or more services fall below the guaranteed uptime, provided the following conditions are met:
- Credits apply only to the impacted service(s).
- All requests must be submitted within 7 days of the downtime.
- Credits are based on monthly downtime charges only and not on the total cost of the service term.
3. SLA Credit Table on Dinuhost
| Monthly Uptime | SLA Credit |
|---|---|
| 99.5% | 50% |
| 99.4% | 60% |
| 99.3% | 70% |
| 99.2% | 80% |
| 99.1% | 90% |
| ≤99.0% | 100% |
Notes:
- Credits are applied to your Dinuhost wallet by default.
- Bank refunds are possible but may incur transfer fees depending on the payment method.
- Requests must be submitted within the 7-day eligibility period.
- SLA credits are calculated only on monthly charges, not on the full term or additional services.
4. SLA Exclusions
Certain outages are beyond Dinuhost’s control and are excluded from SLA credits:
- Scheduled Maintenance: All maintenance is communicated via email and posted on our Service Status Page.
- Local Customer Issues: ISP outages, firewalls, or computer problems that deny access.
- Customer Errors: Accidental file deletion, misconfiguration, or unauthorized changes.
- Billing or Abuse Issues: Service suspensions for non-payment, abuse reports, or account violations.
- Third-Party Issues & Force Majeure: Events outside our control, such as natural disasters.
5. How to Request SLA Credits
- Contact Dinuhost Support at Hello@infotn.in.
- Provide account details, service name, and downtime timestamps.
- Our team will verify the claim and apply SLA credits to your wallet or bank account as per policy.
Additionally, requests submitted after 7 days are not eligible.
6. Commitment to Customers
Dinuhost is committed to:
- Maintaining industry-leading uptime.
- Providing timely communication for service interruptions.
- Offering transparent reporting and fair compensation under the SLA.
Furthermore, our goal is to ensure your website, domain, and digital services remain online and secure at all times.
7. Contact Information
For questions about this SLA or to submit a credit request:
Dinuhost / INFOTN Solutions
📧 Email: Hello@infotn.in
🌐 Website: https://dinuhost.in