Service Level Agreement

Our plain-language commitment to 99.9% network and server availability, how monthly uptime is measured, what is excluded, and how service credits work if we ever fall short.

Updated 31 October 2026

What does the Baddas Cloud Service Level Agreement cover?

Our SLA states the uptime we aim for, how we measure it and what we do if we fall short. We keep it in one place so every page on this site uses the same figure.

Monthly uptime target: 99.9% network and hosting server availability
Support availability: 24/7 via WhatsApp, support ticket, phone and email
Remedy if we fall short: Account service credit applied toward your next hosting invoice
Claim window: Within 14 days of the end of the affected calendar month

1. What this SLA covers

This Service Level Agreement (“SLA”) applies to active, paid Baddas Cloud cPanel web hosting, WordPress hosting and VPS hosting accounts in good standing. It sets out our target availability for the core infrastructure that keeps your website, server and hosted email reachable on the internet.

Domain name registry systems (such as .com, .net, .org and .com.np root registries) and third-party services outside our network are governed by their respective registry or provider policies.

2. Our 99.9% monthly uptime target

We aim to keep our network connectivity, power, physical host nodes and core web/mail server processes available for at least 99.9% of each calendar month. At 99.9% monthly availability, unplanned downtime in a 30-day month should not exceed approximately 43 minutes.

Monthly uptime percentages and corresponding account service credits (draft schedule — TODO(confirm))
Monthly availability	Approx. unplanned downtime (30-day month)	Service credit (% of monthly hosting fee)
99.9% to 100%	Up to ~43 minutes	0% (target met)
99.5% to 99.89%	~43 minutes to ~3.6 hours	10% credit
99.0% to 99.49%	~3.6 hours to ~7.2 hours	25% credit
Below 99.0%	More than ~7.2 hours	50% credit

3. How uptime is measured

Monthly availability is calculated across a calendar month as: ((Total minutes in the month − Unplanned outage minutes) ÷ Total minutes in the month) × 100.

An unplanned outage begins when our monitoring systems confirm that your server or network segment is unreachable due to a failure in Baddas Cloud hardware, power or network routing, and ends when connectivity and service are restored.

4. Exclusions (what does not count as SLA downtime)

To keep our measurements fair and accurate, the following situations are not counted as unplanned infrastructure downtime under this SLA:

Scheduled maintenance announced in advance (where we notify customers or perform brief security and kernel updates during low-traffic windows).
Issues inside your own website code, themes, plugins, scripts or custom VPS configuration (for example, a faulty WordPress plugin causing a PHP fatal error).
Exceeding the CPU, memory or acceptable-use limits of your selected hosting plan, or suspension due to overdue invoices or abuse.
Problems with external DNS providers, domain expiry, or local ISP routing outside our data-centre network.
Events beyond reasonable operational control (force majeure), such as upstream submarine cable cuts or national telecommunications disruptions.

5. How to claim a service credit

If you believe your hosting account experienced unplanned downtime below our monthly target, open a support ticket from your logged-in client area within 14 days of the end of that calendar month.

Include your domain name, the date and approximate Nepal time (NPT) of the interruption, and any logs or screenshots you have. Our engineering team will check the server monitoring logs and apply the corresponding credit to your client-area balance toward future invoices. Service credits are the sole remedy under this SLA and are not redeemable as cash.

6. Support availability and response targets

Our customer support team is staffed 24/7 across WhatsApp, client-area support tickets, phone and email, and a real person replies.

Customers on the Business web hosting plan receive priority routing in our support queue. For account-specific technical work—such as restoring a daily backup, changing DNS records or migrating a website—we ask that you confirm the request through an authenticated client-area ticket so we can protect your account security.

Change log and questions

2026-10-31
Published plain-language Service Level Agreement aligned with Baddas Cloud’s 99.9% uptime target and 24/7 support policy.

Have a question about this policy or want to confirm how a clause applies to your website? Email info@baddascloud.com or message our team on WhatsApp.

Have a question before you order?

Message us on WhatsApp or email info@baddascloud.com. A real person on our team will give you a straight, written answer.

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