This SLA forms part of your agreement with BenuCloud and should be read with our Terms of Service, Acceptable Use Policy, Refund Policy, and Privacy Policy. Where policies conflict, the order of precedence in the Terms applies (Terms → AUP → SLA → Refund → Privacy), unless a later written order states otherwise.
1. Uptime commitment
BenuCloud targets 99.9% monthly network uptime for eligible shared hosting, reseller hosting, and other managed platform Services covered by this SLA.
“Uptime” means the ability to reach the hosting platform over the public internet at the network edge we control (for example, the ability for our monitoring checks to reach the shared or reseller environment). It does not guarantee that every individual website, application, or DNS configuration will respond correctly at all times — application-level issues remain your responsibility.
For a calendar month with 30 days, 99.9% uptime allows roughly 43 minutes of qualifying downtime. Actual month lengths vary; we calculate availability against the total minutes in that calendar month.
2. Covered services
Unless your order states otherwise, this SLA covers:
- Shared web hosting plans purchased directly from BenuCloud
- Reseller hosting plans purchased directly from BenuCloud
VPS hosting is provided on a best-effort availability basis unless a separate written SLA or managed add-on expressly applies to your VPS product. Unmanaged VPS instances depend on your OS, software, and configuration; platform power and network at the hypervisor layer are monitored, but guest OS failures are not credited under this SLA.
Free trials, complimentary accounts, beta features, and third-party services outside our control are not covered.
3. How we measure availability
- Availability is measured using our internal monitoring and/or reputable external checks against the relevant platform endpoints
- Downtime is counted in full minutes when the covered platform is unreachable from the public internet due to a failure within our reasonable control
- Partial degradation (for example, slow response while the service remains reachable) does not automatically count as downtime unless the platform is effectively unavailable for normal use
- Scheduled maintenance windows announced at least 24 hours in advance are excluded from uptime calculations
We aim to schedule maintenance during lower-traffic periods and to give advance notice via the client area, email, and/or status page where practical.
4. Exclusions
The following are not counted as SLA downtime:
- Scheduled maintenance announced at least 24 hours in advance
- Emergency maintenance required to protect security, stability, or data integrity
- Customer misconfiguration, coding errors, plugin/theme failures, or exhausted plan resources
- DNS issues, domain expiry, or registrar problems outside BenuCloud’s control
- Failures of your local network, device, or ISP / connectivity between you and the internet
- Upstream or third-party provider outages beyond our reasonable control
- DDoS or other attacks that exceed purchased or included mitigation capacity, or that require temporary filtering / null-routing to protect the network
- Suspension or termination for non-payment or violations of the Terms or AUP
- Force majeure events (natural disaster, war, government action, widespread infrastructure failure, and similar)
- Beta, preview, or unsupported features used at your own risk
5. Service credits
If monthly uptime for a covered Service falls below 99.9% after applying exclusions, you may request a service credit toward future invoices for that Service.
5.1 Credit guide
Unless your service order specifies a different schedule, credits are calculated as a percentage of the monthly fee for the affected Service (or a pro-rated equivalent for annual billing) for the calendar month in which the downtime occurred:
- 99.0% – 99.89% uptime → credit equal to 10% of one month’s fee
- 95.0% – 98.99% uptime → credit equal to 25% of one month’s fee
- Below 95.0% uptime → credit equal to 50% of one month’s fee
Total SLA credits for a single calendar month will not exceed 50% of that month’s fee for the affected Service (or the cap stated in your service order, if higher or lower). Credits are not paid in cash and are not transferable except as required by law.
5.2 How to request a credit
To request a credit you must:
- Open a ticket from the client area or helpdesk within 15 days after the end of the calendar month in which the downtime occurred
- Include your account ID, the affected Service, dates/times (UTC preferred), and a brief description
- Cooperate with any reasonable follow-up so we can verify the incident against our monitoring records
Approved credits are applied to future invoices for the same account. Failure to request within the 15-day window waives the credit for that month.
6. Relationship to refunds
SLA credits address availability shortfalls for active Services. They are separate from our Refund Policy (for example, the 30-day money-back guarantee on qualifying annual shared or reseller plans). An SLA credit does not extend money-back eligibility, and a refund request does not automatically create an SLA credit.
7. Sole remedy
Except where mandatory law provides otherwise, SLA service credits are your sole and exclusive remedy for availability failures covered by this SLA. Nothing in this SLA expands our liability beyond the limits in the Terms of Service.
8. Changes to this SLA
We may update this Service Level Agreement at any time. Changes will be posted on this page. Material updates may also be communicated via the client area or email on file. Continued use of the Services after an update constitutes acceptance of the revised SLA, except where a specific order’s written terms state otherwise.
9. Questions & status
Questions about coverage or a credit request? Email hello@benucloud.com, call +8801810-553355, or write to us at 61/B, 1st Floor, Kajlapar, Jatrabari, Dhaka-1236.
For live platform status, visit https://benucloud.com/status when available.
This document was last modified on July 22, 2026.