Service Level Agreement (SLA)
Last Updated: November 2026
This Service Level Agreement ("SLA") describes the service availability commitment, maintenance practices, technical support, and operational responsibilities applicable to services provided by CloudZex.
This SLA should be read together with the CloudZex Terms & Conditions, Refund Policy, Acceptable Use Policy, and Privacy Policy.
1. Service Availability Commitment
CloudZex aims to maintain reliable and stable hosting services.
For applicable hosting services, CloudZex targets 99.9% monthly service availability under normal operating conditions.
Actual availability may be affected by scheduled maintenance, emergency maintenance, network disruptions, third-party infrastructure issues, security incidents, and circumstances beyond our reasonable control.
The 99.9% availability commitment is a service objective and does not constitute an unconditional guarantee that services will remain accessible without interruption.
2. Service Availability Measurement
Service availability refers to the accessibility of the relevant hosting infrastructure or service.
Availability may be monitored using internal monitoring systems and available infrastructure provider information.
Temporary interruptions, network connectivity problems, application-level issues, and other technical conditions may affect a customer's ability to access a website or service.
CloudZex may investigate reported availability issues to determine their cause and scope.
3. Scheduled Maintenance
CloudZex may perform scheduled maintenance when necessary to:
Improve server performance and stability.
Apply operating system and software updates.
Install security patches.
Upgrade or maintain network and infrastructure components.
Improve service reliability and security.
Where reasonably possible, customers will be notified in advance of maintenance that may significantly affect their services.
CloudZex will make reasonable efforts to minimize service interruptions during maintenance.
4. Emergency Maintenance
Emergency maintenance may be required without advance notice to address:
Critical security vulnerabilities.
Server hardware or software failures.
Network or infrastructure problems.
Active security threats or attacks.
Issues that may affect service stability or customer data.
In such situations, CloudZex may temporarily restrict, suspend, or interrupt services when necessary to protect customers and infrastructure.
5. Third-Party Infrastructure
CloudZex uses infrastructure and services provided by third-party data centers, network providers, and technology vendors.
CloudZex does not own or operate its own physical data centers.
Service availability may therefore depend partly on the performance and availability of these third-party providers.
CloudZex will make reasonable efforts to investigate and coordinate with relevant providers when infrastructure-related problems occur. However, CloudZex cannot guarantee uninterrupted availability of third-party infrastructure.
6. Technical Support
CloudZex provides technical support for its services through available official support channels.
Support may include:
Hosting and server-related assistance.
Account and service configuration guidance.
Basic troubleshooting.
Hosting-related technical issues.
Assistance with supported migration and setup services.
Support response and resolution times may vary depending on issue severity, complexity, workload, and third-party dependencies.
CloudZex aims to respond to customer requests as promptly as reasonably possible but does not guarantee a fixed response or resolution time unless explicitly stated for a particular service.
7. Customer Responsibilities
Customers are responsible for:
Maintaining secure account credentials.
Keeping websites, applications, and scripts updated.
Ensuring that their applications are properly configured.
Managing website content and application-level issues.
Avoiding excessive or abusive resource usage.
Maintaining independent copies of important website files and databases.
Following the CloudZex Terms & Conditions and Acceptable Use Policy.
Issues caused by customer configurations, unsupported software, vulnerable applications, or customer-controlled services may fall outside CloudZex's service availability responsibilities.
8. Backups and Data Protection
CloudZex provides automated daily backups for hosting customers, with backup retention of up to 14 days, subject to the applicable service and operational limitations.
Backup infrastructure may be located separately from the primary server infrastructure and in a different country.
Although CloudZex takes reasonable steps to maintain backup availability, backups are not an unconditional guarantee against data loss.
Customers should maintain their own independent backups of important files, databases, emails, and other data.
CloudZex cannot guarantee recovery if both the primary infrastructure and the separate backup infrastructure are affected by a catastrophic event, technical failure, or circumstances beyond our reasonable control.
Further details are provided in the CloudZex Terms & Conditions.
9. Exclusions from Availability Commitment
The service availability commitment may not apply to interruptions or failures resulting from:
Scheduled or emergency maintenance.
Customer actions, configuration errors, or software problems.
Security vulnerabilities or compromised customer applications.
DDoS attacks or other malicious activities.
Network problems outside CloudZex's reasonable control.
Failures of third-party infrastructure or service providers.
Internet connectivity problems affecting the customer.
Force majeure events, natural disasters, or other extraordinary circumstances.
Suspension or restriction resulting from violations of CloudZex policies or unpaid invoices.
CloudZex will assess service interruptions based on the available technical information and circumstances.
10. No Service Credits or Financial Compensation
CloudZex does not provide financial compensation, service credits, billing adjustments, free service extensions, or additional services solely because of downtime, service interruptions, maintenance, or failure to meet the stated availability objective.
The 99.9% monthly service availability commitment does not create an entitlement to monetary compensation or service credits.
This section does not exclude rights or remedies that cannot legally be excluded under applicable law.
11. Service Changes and Infrastructure Improvements
CloudZex may modify, upgrade, migrate, or replace infrastructure, software, and service components when reasonably necessary for operational, security, or performance reasons.
Such changes may occasionally require temporary service interruptions.
Where reasonably possible, CloudZex will take steps to minimize disruption and inform affected customers in advance.
12. Relationship with Other Policies
This SLA forms part of the CloudZex service policies and must be interpreted together with:
Terms & Conditions
Refund Policy
Acceptable Use Policy
Privacy Policy
If a provision of this SLA conflicts with applicable law, the applicable legal requirement will prevail.
13. Changes to This SLA
CloudZex may update this SLA from time to time to reflect changes in infrastructure, services, operational practices, or legal requirements.
The latest version will be published on this page.
14. Contact Information
For questions or concerns regarding this SLA, please contact:
CloudZex
131/1/2, Siddique Bazar, Rose Merinus Market, Dhaka, Bangladesh
Phone: +880 1511-161621
Email: [email protected]
Website: https://cloudzex.com