Last Updated: 22 January 2026
This Service Level Agreement (“SLA”) is an integral part of the contract between DataHub (“we”, “us”, “our”) and the Customer (“you”) utilizing our hosting, dedicated server, or cloud infrastructure services. This policy outlines the performance standards we promise to deliver.
1. Network Uptime Guarantee
We guarantee that our network will be available 99.76% of the time in a given calendar month. "Network Availability" is defined as the ability of our data center routers and switches to pass traffic to the global internet.
2. Hardware Replacement Guarantee
(Applicable to Dedicated Server Customers Only)
We guarantee the functioning of all leased hardware components (CPU, RAM, Motherboard, Disk Drives, Power Supplies).
- Replacement Time: In the event of a hardware failure, DataHub guarantees to replace the faulty component within 4 hours of identifying the problem.
- Penalty: If we fail to replace the hardware within 4 hours, we will credit your account 5% of the monthly fee for every additional hour of delay, up to a maximum of 50% of your monthly fee.
3. Support Response Time
We pride ourselves on rapid support. We target the following response times:
- Critical Emergencies (Server Down): < 30 Minutes
- Standard Tickets (Billing, Config): < 4 Hours
- General Inquiries: < 24 Hours
4. Scheduled Maintenance
From time to time, we must perform maintenance to ensure the security and stability of our network.
- Notification: We will provide at least 24 hours’ notice via email or the Client Dashboard for scheduled maintenance.
- Exclusion: Downtime resulting from scheduled maintenance is excluded from our uptime calculations.
5. Limitations & Exclusions
Our uptime guarantee does not apply if the downtime is caused by:
- Force Majeure: Events beyond our control (e.g., earthquakes, floods, fiber cuts by third-party ISPs, government shutdowns, or extended power grid failures exceeding our generator capacity).
- User Error: Downtime caused by your own configuration, custom scripting, coding errors, or software installation.
- Suspension: Service interruption due to non-payment or violation of our Acceptable Use Policy (AUP)
- DDoS Attacks: While we have mitigation in place, massive attacks that force us to null-route IP addresses to protect the wider network are not considered “downtime.”
6. Claiming SLA Credits
For valid hardware replacement claims (Section 2), credits are not applied automatically. To receive a credit, you must:
- Open a Support Ticket within 7 days of the incident.
- Include the date, time, and duration of the downtime.
- Credits will be applied to your next monthly invoice and cannot be exchanged for cash refunds.
10. Contact Us
For SLA claims or inquiries:
- Address: 2nd Floor, Shikhar Biz Center, Thapathali, Kathmandu, Nepal
- Email: info@datahub.com.np
- Phone: +977 1 597 0216
- Website: datahub.com.np
