99.9% ENTERPRISE UPTIME COMMITMENT

Service Level Agreement (SLA)

We stand firmly behind our cloud network and infrastructure. RealHostBD commits to providing a minimum 99.9% network uptime across all shared, VPS, and dedicated hosting tiers.

COMPENSATION SCHEDULE

Network & Power Uptime Credit

If monthly uptime drops below our 99.9% guarantee, you are eligible for service credits applied directly to your account.

Monthly Network Uptime	Service Credit Applied	Operating Condition
99.90% – 100.00%	Standard SLA Met (0% Credit)	Optimal normal operations
99.00% – 99.89%	10% of Monthly Fee Credited	Minor service interruption
98.00% – 98.99%	25% of Monthly Fee Credited	Moderate service degradation
95.00% – 97.99%	50% of Monthly Fee Credited	Substantial service interruption
Below 95.00%	100% of Monthly Fee Credited	Severe outage condition

ENGINEERING ESCALATION

Ticket Response Time SLA

Our 24/7 Dhaka systems administration operations desk adheres to strict escalation response timelines.

Ticket Severity Level	Scenario Definition	Guaranteed Response
Critical (Severity 1)	Complete server outage, network unavailability affecting all domains	< 15 Minutes
High (Severity 2)	Severe degradation, service impairment, email routing failures	< 30 Minutes
Medium (Severity 3)	Non-critical feature issue, SSL certificate assistance, DNS question	< 1 Hour
Low (Severity 4)	General inquiries, billing questions, migration schedule	< 2 Hours

4-Hour Hardware Replacement

For dedicated bare-metal servers located in our Dhaka or Dallas data centers, RealHostBD guarantees that faulty server hardware components (Enterprise NVMe drives, ECC RAM, Motherboards, Power Supplies) will be replaced within 4 hours of fault verification by our on-site data center engineers.

How to Submit an SLA Claim

To claim SLA credit, submit a ticket to the Billing Department within 7 calendar days of the downtime event. Include your server IP, downtime timestamps, and external ping/traceroute logs. Approved credits are applied to your next billing cycle invoice.

SLA Exclusions: Downtime does not include pre-announced scheduled maintenance windows (conducted during low-traffic off-peak hours with at least 24 hours prior email notification), customer-initiated server reboots or custom script failures, international submarine cable outages beyond national BDIX boundaries, or volumetric DDoS attacks exceeding contracted mitigation limits.

100% Free Website Migration

Need a Custom Server Architecture or Instant Migration?

Our cloud specialists are online 24/7 to migrate your existing sites with zero downtime.