Service Level Agreement (SLA)

Last Updated: 2025.06.25

1. Overview

This Service Level Agreement (SLA) defines the terms and conditions of the web hosting services provided by DomexiHost Technologies. It outlines our uptime guarantees, support standards, customer responsibilities, and compensation procedures to ensure a reliable and transparent hosting experience.

2. Service Commitment

DomexiHost Technologies is committed to delivering a dependable hosting environment. Our monthly uptime target is 99.9% for all hosting services.

2.1 Uptime Guarantee

We guarantee 99.9% network uptime each month, excluding:

• Scheduled maintenance

• Force majeure events (natural disasters, DDoS attacks, etc.)

2.2 Scheduled Maintenance

All planned maintenance will be communicated at least 24 hours in advance via email or through your client portal.

2.3 Unscheduled Downtime

In the event of unexpected downtime, our team will respond immediately to resolve the issue and notify all affected users through appropriate support channels.

3. Support and Assistance

Our 24/7 technical support team is available to help you resolve hosting-related issues promptly.

Support Channels

• 📧 Email: support@domexihost.com

• 💬 Live Chat: Available via the client portal

• 📱 WhatsApp: +94 75 6076 756

• ☎️ Phone: +94 75 6076 756

4. Customer Responsibilities

To help us maintain optimal service performance, customers must:

• Provide accurate account information

• Comply with our Terms of Service

• Keep their software, plugins, and applications up to date

• Secure their hosting environment and protect login credentials

5. Compensation Policy

If we fail to meet the 99.9% uptime guarantee, eligible customers may request compensation as follows:

How to Claim

To receive compensation, customers must submit a support ticket through the client portal within 7 days of the downtime event.

6. Exclusions

The following events are not covered by the uptime guarantee:

• Downtime due to customer misconfigurations

• Scheduled maintenance announced in advance

• Events outside DomexiHost’s control (e.g., cyberattacks, upstream provider outages)

• Third-party software/plugin issues

7. Termination and Revisions

DomexiHost Technologies reserves the right to modify this SLA with 30 days’ notice.
If your service is terminated, any unused hosting fees will be refunded as per our Refund Policy.

8. Agreement Acceptance

By using DomexiHost Technologies’ services, you agree to the terms and conditions stated in this SLA.

Contact Us

If you have any questions regarding this SLA, please contact:

📧 Email: support@domexihost.com
📱 WhatsApp: +94 75 6076 756
☎️ Phone: +94 75 6076 756
🌐 Website: www.domexihost.com