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Effective Date: 30 September 2026
Last Updated: 30 September 2026
This BizHostWiz Dedicated Server Service Level Agreement (“SLA”) applies to your purchase and use of dedicated server services (“Service”) provided by BizHostWiz, a brand of Ruby Roman Infotech Pvt. Ltd. (“BizHostWiz”, “we”, “us”, or “our”).
This SLA forms part of the Terms of Service governing your use of BizHostWiz services. By purchasing or using a BizHostWiz Dedicated Server, you acknowledge and agree to the terms of this SLA.
“Monthly Service Fee” means the total amount payable by you for the affected Service for one billing month.
If the Service is purchased through an upfront lump-sum payment covering multiple months, the Monthly Service Fee will be calculated by dividing the applicable lump-sum payment by the number of months covered by that payment.
“Monthly Uptime Percentage” means the percentage of availability of the applicable Dedicated Server Service during a calendar month, calculated as follows:
Monthly Uptime Percentage =
100% × (Total Operating Minutes in a Calendar Month − Downtime) ÷ Total Operating Minutes in a Calendar Month
“Downtime” means the total number of minutes during a calendar month in which the applicable Dedicated Server is unavailable due to a failure of BizHostWiz-controlled infrastructure that prevents the server from being accessed or operated through its normal external network connectivity.
Downtime will be calculated based on BizHostWiz's monitoring systems and applicable service records.
“Exclusions” means any unavailability, suspension, interruption, degradation, or termination of the Service resulting from circumstances outside BizHostWiz's reasonable control or from circumstances attributable to the customer, including:
(a) events beyond our reasonable control, including force majeure events such as natural disasters, earthquakes, floods, fires, riots, civil disturbances, war, government actions, major telecommunications failures, submarine cable failures, or other similar events;
(b) actions or omissions by you, your employees, contractors, agents, customers, users, or other persons using your account;
(c) failures or issues involving your or any third party's equipment, software, applications, operating systems, configurations, networks, technology, or infrastructure;
(d) incorrect server configurations, unsupported configurations, software modifications, or failure to follow technical requirements provided by BizHostWiz;
(e) illegal, unlawful, abusive, fraudulent, or unauthorized use of the Service;
(f) violation of the BizHostWiz Terms of Service, Acceptable Use Policy, or any other applicable agreement or policy;
(g) suspension or interruption resulting from non-payment, overdue invoices, failed payments, chargebacks, or payment disputes;
(h) scheduled maintenance, upgrades, emergency maintenance, or other planned service work;
(i) failures or interruptions caused by third-party internet service providers, upstream networks, data-center providers, or other infrastructure providers outside our direct control;
(j) attacks, including Distributed Denial-of-Service (DDoS) attacks, unless specifically covered under a separate DDoS protection or mitigation agreement;
(k) issues caused by customer-installed software, scripts, applications, plugins, drivers, operating systems, security configurations, or other modifications;
(l) service interruptions caused by domain, DNS, SSL, application, email, database, or third-party service configuration issues that do not originate from BizHostWiz infrastructure; and
(m) any other circumstances reasonably attributable to the customer or third-party systems outside BizHostWiz's direct control.
“Scheduled Downtime” means periods during which the Service is intentionally unavailable or degraded due to planned network, hardware, software, security, infrastructure, maintenance, repair, or upgrade activities.
BizHostWiz will use commercially reasonable efforts to provide advance notice of Scheduled Downtime where reasonably practicable.
“Service Guarantee” means the Monthly Uptime Percentage commitment described in Section 2 of this SLA.
“Service Credit” means a credit applied toward eligible future charges for the affected Service following a valid and approved SLA claim.
BizHostWiz will use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 99.99% for eligible Dedicated Server Services during each calendar month (“Service Guarantee”).
If BizHostWiz fails to meet the Service Guarantee, and the failure is not caused by an Exclusion, you may be eligible to receive a Service Credit in accordance with Section 3 of this SLA.
The Service Guarantee applies only to the availability of BizHostWiz-controlled Dedicated Server infrastructure and does not guarantee the availability or performance of applications, websites, databases, email services, third-party services, customer-installed software, or other systems outside BizHostWiz's direct control.
If you believe that the Service Guarantee has not been met during a calendar month, you may submit a Service Credit claim in accordance with this Section.
Your claim should include, where applicable:
(a) a detailed description of the incident;
(b) the date, time, and estimated duration of the Downtime;
(c) the affected Dedicated Server or service identification details;
(d) relevant monitoring records, error messages, logs, screenshots, or other supporting information reasonably available to you; and
(e) any additional information reasonably requested by BizHostWiz to investigate the claim.
A Service Credit claim must be submitted to BizHostWiz within thirty (30) days after the last day of the calendar month in which the alleged Downtime occurred.
Failure to submit a claim within this period will constitute a waiver of the customer's right to claim a Service Credit for that particular month.
BizHostWiz may review the claim using its monitoring systems, infrastructure records, server logs, network records, maintenance records, and other relevant information.
BizHostWiz may request reasonable cooperation from the customer when investigating an SLA claim.
If BizHostWiz determines, after reviewing the claim, that the Service Guarantee was not met and that the Downtime was not subject to an Exclusion, the applicable Service Credit will be determined according to the following schedule:
Monthly Uptime Percentage | Service Credit |
99.99% or higher | No Service Credit |
99.90% to less than 99.99% | 10% of Monthly Service Fee |
99.00% to less than 99.90% | 15% of Monthly Service Fee |
Below 99.00% | 25% of Monthly Service Fee |
Service Credits may only be applied against future charges for the same affected Dedicated Server Service, unless BizHostWiz agrees otherwise in writing.
Service Credits:
are not refundable in cash;
cannot be transferred to another customer;
cannot be exchanged for cash;
cannot be used to pay third-party services unless expressly agreed by BizHostWiz; and
do not constitute a refund of previously paid Service Fees.
The total Service Credit issued for a particular Dedicated Server Service for any calendar month will not exceed 25% of the Monthly Service Fee for the affected Service for that month.
Unless otherwise agreed in writing, an approved Service Credit must be used within twelve (12) months from the date on which it is made available.
Any unused Service Credit after this period may expire.
BizHostWiz will review SLA claims in good faith based on available technical and operational records.
BizHostWiz's determination regarding whether Downtime occurred, whether an Exclusion applies, and whether a Service Credit is payable will be based on the information reasonably available to BizHostWiz.
Where there is a discrepancy between customer records and BizHostWiz's monitoring, infrastructure, network, or system records relating to an SLA claim, BizHostWiz's records will generally be used for determining Service availability, unless there is clear evidence of a material error or malfunction in those records.
Service Credits provided under this SLA constitute the applicable remedy for failure to meet the Service Guarantee.
To the maximum extent permitted by applicable law, BizHostWiz will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from Service downtime, including loss of profits, revenue, business opportunities, data, goodwill, or anticipated savings.
Nothing in this SLA limits liability that cannot legally be excluded or limited under applicable law.
BizHostWiz reserves the right to modify, update, replace, or amend this SLA from time to time.
The updated version may be published on the BizHostWiz website. Where required or appropriate, BizHostWiz may provide notice of material changes.
Your continued use of the affected Service after the updated SLA becomes effective constitutes acceptance of the revised SLA.
This SLA forms part of the agreement governing your purchase and use of the applicable BizHostWiz Dedicated Server Service.
If there is a conflict between this SLA and another BizHostWiz agreement specifically governing the same Service, the applicable service-specific agreement will control to the extent of the conflict.
Your Dedicated Server may be suspended or terminated in the circumstances described below.
If you decide to discontinue the Service and submit a cancellation request, BizHostWiz may suspend the Dedicated Server according to the applicable cancellation process.
Following cancellation, the Service may be terminated after the applicable cancellation period or within 24 hours, where immediate termination has been specifically requested or is otherwise applicable.
If you submit a cancellation request after your subscription has expired, the Dedicated Server may be suspended and may be terminated within 24 hours after the expiration date, subject to applicable account and billing procedures.
If you fail to renew the Dedicated Server subscription by the applicable renewal or payment due date, BizHostWiz may suspend the Service.
If payment is not received within the applicable grace or recovery period, BizHostWiz may terminate the Dedicated Server and permanently delete associated data.
If you violate the BizHostWiz Terms of Service, Acceptable Use Policy, security requirements, or other applicable terms, BizHostWiz may immediately suspend or terminate the Dedicated Server where reasonably necessary.
Depending on the nature and severity of the violation, BizHostWiz may provide an opportunity to resolve the issue before termination, but it is not required to do so where immediate action is necessary to protect the network, infrastructure, customers, third parties, or comply with law.
BizHostWiz may conduct automated or manual verification of orders, accounts, payments, and customer information for fraud prevention and security purposes.
If requested verification information is not provided within a reasonable period, or if the account or transaction presents a material fraud or security concern, BizHostWiz may suspend or terminate the Service.
If you initiate an unauthorized chargeback, payment reversal, or material payment dispute relating to the Service, BizHostWiz may suspend the affected Service.
Where appropriate, BizHostWiz may provide a reasonable period to resolve the payment dispute before termination. However, immediate suspension or termination may occur where required to protect BizHostWiz from financial loss, fraud, abuse, or unauthorized use.
Customers are responsible for maintaining independent and current backups of their Dedicated Server data.
BizHostWiz may provide backup services or backup options for certain products, but unless a separate written agreement expressly states otherwise, backups should not be considered a guarantee against data loss.
Upon termination of a Dedicated Server:
server access may be disabled;
server data may be permanently deleted;
associated backups may also become unavailable or be deleted according to applicable retention procedures; and
BizHostWiz will not be responsible for restoring data that the customer failed to independently back up.
Customers should maintain appropriate off-server backups before requesting cancellation or allowing a Dedicated Server subscription to expire.
The customer is responsible for:
(a) maintaining valid and accurate account and billing information;
(b) keeping the Dedicated Server operating system, applications, software, plugins, and configurations appropriately maintained and secured;
(c) protecting login credentials and access keys;
(d) maintaining appropriate backups;
(e) monitoring applications and services running on the server;
(f) complying with all applicable laws and regulations;
(g) preventing unauthorized access to the server;
(h) responding promptly to security or abuse notifications; and
(i) ensuring that websites, applications, content, data, and other materials hosted on the Dedicated Server comply with applicable BizHostWiz policies and laws.
The 99.99% Service Guarantee applies only to qualifying infrastructure-level availability of the applicable BizHostWiz Dedicated Server.
The Service Guarantee does not constitute a guarantee of:
website uptime;
application uptime;
database availability;
email delivery;
DNS propagation;
domain availability;
third-party API availability;
software performance;
application response time;
website loading speed;
uninterrupted internet connectivity from the customer's location;
availability of third-party networks or services; or
uninterrupted availability during Exclusions.
Customers experiencing a potential service outage should contact BizHostWiz support as soon as reasonably possible.
Support requests should include:
registered account details;
affected server information;
approximate start time of the issue;
error messages;
relevant screenshots or logs; and
any troubleshooting steps already performed.
Prompt reporting may assist BizHostWiz in investigating and resolving service incidents.
BizHostWiz may update this SLA from time to time to reflect changes in its infrastructure, services, technology, security practices, legal requirements, or business operations.
The latest version will be made available through the BizHostWiz website.
The “Last Updated” date at the beginning of this SLA indicates when the document was most recently revised.
This SLA shall be governed by and interpreted in accordance with the laws applicable in India.
Subject to applicable law, courts having competent jurisdiction in Ghaziabad, Uttar Pradesh, India shall have jurisdiction over disputes arising from or relating to this SLA or the applicable Service.
BizHostWiz
A brand of Ruby Roman Infotech Pvt. Ltd.
Address:
2nd Floor, SRBC Tower, Office No. 205,
Near Alpha Tower, Sector 9, Vasundhara,
Ghaziabad, Uttar Pradesh – 201012, India
Support / SLA Queries:
support@bizhostwiz.com
Website:
bizhostwiz.com
By purchasing, activating, renewing, or continuing to use a BizHostWiz Dedicated Server, you acknowledge that you have read, understood, and agreed to this Service Level Agreement and the applicable BizHostWiz Terms of Service.
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