Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is a commitment by YouStable.com, a brand operated by QloudIn Technologies Private Limited ("YouStable", "we", "us", "our"), to eligible customers ("Customer", "you", "your") regarding the availability of covered hosting services.

This SLA forms an integral part of YouStable's Terms of Service, Acceptable Use Policy, Abuse Policy, Privacy Policy, and any product-specific terms applicable to the Customer's service.

By purchasing or using any hosting service from YouStable, you acknowledge that you have read, understood, and agreed to this SLA.

This SLA applies only to the following paid hosting services:

• Shared Web Hosting
• WordPress Hosting
• Reseller Hosting
• VPS Hosting
• Cloud Hosting
• Dedicated Servers
• Managed Dedicated Servers

The following are excluded from this SLA:

• Domain name registration, renewal, transfer, DNS propagation, or registrar-related issues
• SSL certificates governed by certificate authority rules
• Third-party software, scripts, plugins, themes, applications, APIs, mail relays, CDN providers, DNS providers, or security tools
• Customer-installed operating systems, control panels, custom kernels, firewall rules, software, scripts, or configurations
• Beta, preview, free, trial, promotional, or complimentary services
• Add-ons or third-party services unless specifically covered in writing
• Initial provisioning, migration, or deployment delays
• Email deliverability, blacklist issues, spam filtering, or third-party email relay problems

YouStable provides the following monthly uptime commitments, measured per service instance, per calendar month:

Uptime is measured only for the specific affected service. It is not calculated across all services, locations, accounts, websites, or infrastructure globally.

"Downtime" means a continuous period during which the Customer's covered hosting service is completely unavailable to end users due solely to a failure within YouStable's server infrastructure, network, or data centre facilities.

Downtime does not include:

• Scheduled maintenance announced at least 24 hours in advance
• Emergency maintenance required for security, stability, abuse control, or infrastructure protection
• Customer-side configuration, code, database, DNS, firewall, plugin, theme, CMS, control panel, operating system, or software errors
• Resource limit breaches, high CPU/RAM/IO usage, account throttling, inode limits, bandwidth limits, or suspension due to abuse or non-payment
• DDoS attacks, brute-force attacks, malware, hacking attempts, spam abuse, bot traffic, or malicious activity
• Third-party failures including domain registrars, DNS providers, CDNs, upstream network providers, internet exchanges, payment gateways, or external APIs
• Force majeure events including natural disasters, government actions, war, terrorism, riots, fire, pandemic, internet backbone failure, power grid failure, or events outside YouStable's reasonable control
• Partial degradation, slow loading, packet loss, intermittent connectivity, or performance issues where the service remains partially accessible
• Downtime caused by customer-installed software, self-managed VPS/dedicated server changes, firewall rules, OS updates, kernel modifications, or administrative actions

Monthly Uptime Percentage is calculated as:

Monthly Uptime % = ((Total Monthly Minutes − Verified Unplanned Downtime Minutes) ÷ Total Monthly Minutes) × 100

YouStable's internal monitoring systems shall be the primary source for uptime and downtime determination. YouStable may, at its sole discretion, consider credible third-party monitoring reports submitted by the Customer, but third-party reports shall not automatically override YouStable's infrastructure logs, monitoring data, or incident records.

Downtime begins when YouStable verifies that the covered service is unavailable due to a qualifying failure within YouStable's control and ends when the service is restored. Partial minutes may be rounded up to the nearest full minute.

If YouStable fails to meet the applicable monthly uptime guarantee and the Customer submits a valid claim, YouStable will provide a service validity extension for the affected service.

Standard Tier

Shared Hosting, WordPress Hosting, Reseller Hosting, VPS Hosting, Cloud Hosting

Maximum credit for Standard Tier: 30 days per calendar month.

Infrastructure Tier

Dedicated Servers and Managed Dedicated Servers

Maximum credit for Infrastructure Tier: 30 days per calendar month.

Service credits apply only to the specific affected hosting plan. Credits are non-transferable, have no cash value, cannot be exchanged for refunds, and do not apply to domains, licenses, add-ons, software, third-party services, or other accounts.

For annual or multi-year plans, the credit will be applied as additional validity days added to the current service expiry date.

To request an SLA credit, the Customer must:

1. Submit an SLA Credit Request through the YouStable Support Portal.
2. Submit the claim within 30 calendar days from the date of the alleged downtime.
3. Provide the affected service ID, date, time, duration, description of the issue, and supporting evidence, if available.
4. Keep the account active and in good standing during the review period.

YouStable will review the claim against monitoring records, system logs, network records, and incident reports.

YouStable will aim to respond within 7 business days. If approved, the service validity extension will be applied within 10 business days of approval.

A Customer is eligible for SLA credit only if:

• The affected service is covered under this SLA
• The account was active and in good standing at the time of downtime and claim review
• The downtime was caused solely by YouStable-controlled infrastructure
• The downtime is verified through YouStable's monitoring and operational records
• The claim is submitted within 30 calendar days
• The Customer has not violated YouStable's Terms of Service, Acceptable Use Policy, Abuse Policy, or billing obligations

YouStable may perform scheduled maintenance to improve performance, apply security updates, upgrade infrastructure, or maintain service reliability.

Scheduled maintenance will be announced at least 24 hours in advance through email, the customer portal, or the YouStable status page.

Where possible, scheduled maintenance will be performed during low-traffic periods, typically between 01:00 and 06:00 IST.

Scheduled maintenance windows will generally not exceed 8 hours per event unless extended maintenance is required for security, stability, hardware replacement, data protection, or emergency infrastructure reasons.

Emergency maintenance may be performed without advance notice where required to protect customers, infrastructure, data, security, or network stability.

Scheduled and emergency maintenance are excluded from SLA uptime calculations.

For dedicated and managed dedicated servers, YouStable will make commercially reasonable efforts to replace failed hardware within the following target timelines after hardware failure is confirmed:

These are operational targets and not guaranteed resolution times. Hardware replacement timelines may vary based on data centre location, vendor availability, stock availability, RAID rebuild time, operating system recovery, customer-side configuration, or force majeure events.

Hardware replacement delays caused by customer-installed software, custom operating systems, data corruption, self-managed configurations, or third-party licenses are excluded from SLA downtime calculations unless the underlying hardware failure is solely within YouStable's control.

These are first-response targets only and do not guarantee resolution time. Resolution depends on issue complexity, customer cooperation, third-party dependencies, software condition, and infrastructure status.

SLA credits do not constitute compensation for data loss, corruption, deletion, security compromise, business interruption, lost revenue, or loss of opportunity.

Customers are solely responsible for maintaining independent and regular backups of their websites, databases, emails, files, applications, VPS instances, and dedicated server data.

Any backup service offered by YouStable is provided subject to separate backup terms and does not replace the Customer's responsibility to maintain independent backups.

The maximum cumulative SLA credit for any Customer shall not exceed 90 days in any rolling 12-month period.

YouStable's liability under this SLA is limited exclusively to service validity extensions. YouStable shall not be liable for indirect, incidental, consequential, punitive, special, or business damages, including loss of revenue, profits, data, reputation, opportunity, customers, goodwill, or substitute service costs.

The service credit described in this SLA is the Customer's sole and exclusive remedy for qualifying service availability failures.

YouStable communicates service incidents through the following channels:

• YouStable status page
• Registered customer email
• Support portal updates
• Customer dashboard notifications, where available

Customers are encouraged to subscribe to status notifications and keep their registered email address updated.

For material changes, YouStable will provide at least 30 calendar days' notice through email, website notice, customer portal notice, or SLA page update.

Continued use of YouStable services after the effective date of an updated SLA constitutes acceptance of the revised SLA.

If a Customer disagrees with an SLA credit decision, the Customer may submit a written escalation to [email protected] within 30 calendar days of the decision.

YouStable will review the escalation and provide a final internal review response within 15 business days.

YouStable's final internal review decision shall be without prejudice to any rights available to either party under applicable law.

Any disputes arising under this SLA shall be subject to the exclusive jurisdiction of the competent courts located in Lucknow, Uttar Pradesh, India.

For SLA-related inquiries:

• Support Portal: https://my.youstable.com/submitticket.php
• Legal / Escalations: [email protected]
• Status Page: status.youstable.com
• Website: www.youstable.com

This SLA is issued by QloudIn Technologies Private Limited, operators of YouStable.com. All rights reserved.