This policy explains how HostIncharge describes availability, maintenance, incidents, and service credits for VPS services.
HostIncharge does not currently publish a universal numerical uptime guarantee. A guaranteed uptime percentage, measurement method, or service-credit schedule applies only when expressly included in the accepted order or plan description. Marketing language does not create an SLA.
Availability generally means the HostIncharge-controlled VPS infrastructure can pass traffic and the assigned virtual server can be reached from the HostIncharge network. Customer software, configuration, credentials, firewalls, DNS, upstream internet conditions, and third-party services are outside this measure.
Planned or emergency maintenance may require interruption. Where practicable, planned maintenance will be communicated in advance through available account, email, or status channels. Emergency work may begin without notice when needed to protect security, stability, or data.
Current service information and incident updates are published at https://hostincharge.instatus.com/. Account-specific support remains available through support@hostincharge.com.
Availability calculations and remedies exclude customer action or configuration, suspended accounts, exceeded quotas, unsupported software, attacks or abuse, upstream carrier or provider failures outside reasonable control, force majeure, lawful government action, and announced maintenance unless a plan-level SLA expressly states otherwise.
Report suspected infrastructure unavailability to support@hostincharge.com with the service identifier, timestamps and time zone, source network, symptoms, and relevant diagnostics. Do not include passwords or private keys. Reports should be made promptly so the event can be investigated.
No automatic service credit applies unless a purchased plan includes a written credit schedule. Where a plan-level SLA applies, its measurement period, claim deadline, eligibility conditions, exclusions, and maximum credit control. Credits are not cash refunds and do not exceed the affected service fees for the relevant period.
Managed support is available 24/7 in English and Hindi through the dashboard, email, WhatsApp, and phone. The typical first-response target is under 15 minutes, and emergency assistance is available by phone. These are operational targets unless expressly guaranteed in an accepted plan. Resolution depends on issue severity, customer cooperation, third-party dependencies, and the complexity of remediation.
HostIncharge may update this policy as infrastructure and support operations mature. A change will not retroactively reduce an express plan-level commitment for an already-paid service period unless required for law, safety, or mutual agreement.
