This Service Level Agreement ("SLA") describes how VDHOSTS INTERNET PRIVATE LIMITED ("VD Hosts") provides support and managed services. The specific support hours, response targets, resolution targets, availability targets and any service credits that apply to you are those stated in your Service Agreement or support plan ("Plan"). If no Plan applies, support is provided on a reasonable-efforts basis during business hours.
1. How to request support
- Through the client area or the ticketing channel named in your Plan.
- By email to the support address in your Plan, or contact@vdhosts.com.
- For urgent (Priority 1) issues, also by the phone or messaging channel in your Plan.
Every request receives a ticket reference. Please include what happened, when, who is affected and any error messages.
2. Priority levels
| Priority | Definition | Examples |
|---|---|---|
| P1: Critical | A production service is down or a security incident is in progress, with no workaround | Website or application unavailable; confirmed data breach |
| P2: High | A major function is impaired for many users, or a workaround is difficult | Payments failing; email not delivering |
| P3: Normal | A function is impaired for some users, with a workaround | A report fails; a single user cannot sign in |
| P4: Low | Questions, minor issues and change requests | How-to questions; content updates |
We set the priority with you based on impact and urgency, and may adjust it as more is known.
3. Targets
The response target (time to acknowledge and start work) and resolution or workaround target for each priority, the hours during which they apply, and any availability commitment for hosted services are stated in your Plan. Time is measured from when a ticket is received through the agreed channel.
4. Service credits
Where your Plan includes service credits, it states how they are calculated, how to claim them (usually within 30 days of the end of the month concerned), and their maximum. Service credits are the sole remedy for missing a service level, unless your agreement says otherwise.
5. Exclusions
Service levels do not apply to issues caused by: scheduled maintenance notified in advance; your actions or instructions, or systems not managed by us; third-party services outside our control (for example cloud provider or internet outages), although we will help coordinate with them; force majeure; or suspension under your agreement.
6. Your responsibilities
Provide accurate information and access, keep contact details current, have an authorised person available for P1 issues, and follow our security guidance.
7. Reporting and review
Where your Plan includes reporting, we provide a regular report on tickets and service levels and review it with you.