Effective Date: 26/01/2026.
This Service Level Agreement (“SLA”) defines the service availability, support commitments, maintenance standards, and remedies provided by Govaio Network (“Govaio”, “we”, “us”, “our”) for services purchased via https://www.govaio.com.
This SLA forms part of the Terms & Conditions and applies unless a separate written agreement is executed.
1. SCOPE OF SLA
This SLA applies to the following services:
Shared Hosting
Business Hosting
Reseller Hosting
VPS Hosting
Dedicated Servers
Cloud Hosting
Email Hosting
Domain registration services are excluded from this SLA.
2. SERVICE AVAILABILITY (UPTIME COMMITMENT)
2.1 Uptime Guarantee
Govaio targets the following monthly uptime availability:
| Service Type | Uptime Target |
|---|---|
| Shared / Business Hosting | 99.9% |
| Reseller Hosting | 99.9% |
| VPS Hosting | 99.9% |
| Dedicated Servers | 99.9% |
| Cloud Services | 99.9% |
Uptime is calculated on a calendar-month basis.
3. EXCLUSIONS FROM UPTIME
Downtime does NOT include:
Scheduled maintenance
Emergency maintenance
Force majeure events
Network issues outside Govaio control
Customer-caused issues
Software or script errors
DDoS attacks or security incidents
Third-party service failures
4. MAINTENANCE WINDOW
4.1 Scheduled maintenance may occur to ensure service stability.
4.2 Customers will be notified in advance whenever possible.
4.3 Maintenance during this period is not counted as downtime.
5. SUPPORT AVAILABILITY
5.1 Support Channels
Ticket System
Email Support
Live Chat (if available)
5.2 Support Hours
24×7 Support for critical issues
Non-critical issues handled during business hours
6. SUPPORT RESPONSE TIMES
| Issue Severity | Example | Initial Response |
|---|---|---|
| Critical | Server down | Within 30–60 minutes |
| High | Network issues | Within 1–2 hours |
| Medium | Service malfunction | Within 4–8 hours |
| Low | General inquiry | Within 24 hours |
Response time refers to initial acknowledgement, not resolution.
7. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
Securing applications and websites
Maintaining backups
Using supported software
Complying with all policies
Reporting issues promptly
8. SLA CREDITS (REMEDIES)
If uptime falls below the guaranteed level, eligible customers may request service credits.
8.1 Credit Structure
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.89% | 5% |
| 98.0% – 98.99% | 10% |
| Below 98.0% | 20% |
Credits apply only to hosting fees, not taxes or add-ons.
8.2 Credit Conditions
Credit requests must be submitted within 7 days
One credit per month per service
Credits are not cash refunds
Credits cannot be transferred
9. LIMITATIONS
9.1 SLA credits are the sole and exclusive remedy.
9.2 Govaio is not liable for indirect or consequential losses.
9.3 SLA does not apply to free or trial services.
10. SERVICE SUSPENSION
SLA commitments do not apply during:
Policy violations
Abuse investigations
Non-payment periods
Account suspension
11. FORCE MAJEURE
Govaio is not responsible for service failures caused by:
Natural disasters
Government actions
Internet backbone outages
Power failures
Cyber attacks beyond reasonable control
12. MODIFICATIONS TO SLA
Govaio may modify this SLA at any time.
Changes become effective upon publication.
13. GOVERNING LAW
This SLA is governed by the laws of India, with jurisdiction in Indian courts.
14. CONTACT INFORMATION
For SLA-related inquiries:
Govaio Network
🌐 https://www.govaio.com
📧 [email protected]