Service Level Agreement

Last Updated: May 22, 2026
Effective Date: May 22, 2026

1. INTRODUCTION

This Service Level Agreement ("SLA") sets out the uptime commitments and credit entitlements offered by SNBD Host ("we," "us," or "our") in connection with our hosting Services. This SLA forms part of, and must be read alongside, the SNBD Host Terms of Service.

By using our Services, you ("Client," "you") agree to the terms of this SLA.

2. SCOPE

This SLA applies to the following SNBD Host Services:

3. UPTIME COMMITMENT

SNBD Host guarantees a monthly network uptime of 99.9% for all Services listed in Section 2.

3.1 Uptime Definition

"Uptime" means the total time in a given calendar month during which the Service is accessible and operational, expressed as a percentage:

Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100

3.2 Scheduled Maintenance Exclusion

The following are excluded from downtime calculations and do not count toward SLA credit eligibility:

• Scheduled maintenance windows communicated at least 24 hours in advance via email to your registered address or posted on our status page;
• Emergency maintenance required to protect the security or stability of our infrastructure, where advance notice is not reasonably practicable;
• Downtime caused by client actions, including misconfiguration, resource overuse, or AUP violations;
• Downtime resulting from third-party services, upstream providers, or internet backbone issues outside SNBD Host's direct control;
• Events of Force Majeure as defined in the Terms of Service;
• Services suspended due to non-payment or Terms of Service violations.

4. SLA CREDITS

4.1 Credit Schedule

If SNBD Host fails to meet the 99.9% uptime commitment in any given calendar month, eligible clients are entitled to account credits as follows:

4.2 Credit Cap

The maximum total credit issued in any single calendar month shall not exceed 50% of the monthly fee paid for the affected Service. Credits do not carry forward to subsequent months.

4.3 Nature of Credits

SLA credits are applied exclusively as account credits to the client's SNBD Host account. Credits may be used toward future invoices for SNBD Host Services. They are not redeemable for cash or transferable to another account.

4.4 Credits as Sole Remedy

SLA credits are the client's sole and exclusive remedy for downtime or failure to meet uptime commitments. SNBD Host shall not be liable for any consequential, indirect, or other damages arising from service unavailability.

5. HOW TO CLAIM AN SLA CREDIT

5.1 Ticket Requirement

All SLA credit claims must be submitted by raising a support ticket at:
https://portal.snbdhost.com/submitticket.php

Or by email to: info@snbdhost.com

5.2 Claim Deadline

Credit requests must be submitted within 7 calendar days of the start of the downtime incident. Claims submitted after this deadline will not be honoured, regardless of the validity of the underlying incident.

5.3 Required Information

Your support ticket must include:

• Your account username or registered email address;
• The affected Service(s) and associated domain or server hostname;
• Date and time the issue began and, if resolved, when it ended;
• A brief description of the issue experienced;
• Any error messages, screenshots, or supporting evidence.

6. GOVERNING LAW

This SLA is governed by the laws of the People's Republic of Bangladesh. Any disputes shall be subject to the exclusive jurisdiction of the competent courts of Bangladesh.

7. CONTACT

SNBD Host
Email: info@snbdhost.com
Support Portal: https://portal.snbdhost.com/submitticket.php