Service Level Agreement (SLA)

Effective Date: September 3, 2026

Last Updated: September 3, 2026

This Service Level Agreement ("SLA") outlines the service availability and uptime commitments provided by KREONE EMPIRE PRIVATE LIMITED ("Company", "we", "us", or "our"), operating under the commercial hosting brand Kreone Host ("Service"), to our clients ("Customer", "Client", "You").

1. Legal Entity & Scope

• Corporate Entity: KREONE EMPIRE PRIVATE LIMITED

• CIN: U63119UP2026PTC249429

• Registered Office: 48, Gram Sahjapur, Police St. Sehramau South, Shahjapur, Sadar, Shahjahanpur, Uttar Pradesh, India - 242406

• Brand Name: Kreone Host

• Official Contact Email: info@kreonehost.com

• Phone: +91 9876544774

This SLA covers the availability of our shared web hosting servers and network infrastructure.

2. Service Availability Commitment (99.9% Target)

• Target Availability: Kreone Host strives to maintain an overall 99.9% network and server uptime on all standard web hosting environments throughout each calendar month.

• Best-Effort Operations: While our engineering team deploys proactive monitoring, redundancy, and rapid response protocols to prevent service disruptions, network or hardware anomalies can occasionally occur. The 99.9% uptime figure represents an operational target and benchmark rather than an absolute, uninterrupted financial guarantee.

3. Service Level Exceptions (Excluded Downtime)

Uptime calculations strictly measure core hardware, virtualization nodes, and upstream network availability under our direct administrative control.

The following events are explicitly excluded from downtime calculations and do not constitute an SLA breach:

• Scheduled Maintenance: Routine server upgrades, security patches, hardware replacements, or network maintenance communicated in advance via email, support notices, or system status announcements.

• Emergency Maintenance: Critical hotfixes or security patches deployed immediately to safeguard server nodes against emerging vulnerabilities or zero-day threats.

• Force Majeure & Upstream Provider Outages: Failures caused by upstream telecommunication cuts, Tier-1 ISP carrier dropouts, global internet routing table anomalies, power grid failures, or natural disasters.

• Malicious Network Traffic & DDoS Attacks: Severe Distributed Denial-of-Service (DDoS) attacks, brute-force floods, or external cyber incidents impacting routing beyond our mitigation boundary.

• Client-Side Errors & Code Malfunctions: Downtime resulting from client script errors, database deadlocks, unoptimized CMS configurations, high-resource cron jobs, buggy third-party plugins, or domain DNS propagation delays.

• Administrative Suspensions: Service freezes, rate-limiting, or suspensions resulting from invoice non-payment or violations of our Terms of Service (ToS) / Acceptable Use Policy (AUP).

4. Compensation & Financial Liability

• No Monetary or Credit Compensation: Kreone Host operates on an aggressive reliability model, committing ongoing engineering efforts to restore services immediately upon disruption. However, in the event server uptime falls below the 99.9% operational target in any given billing cycle, no financial compensation, pro-rata account credits, fee refunds, or monetary liability will be provided.

• Limitation: Services are delivered on an "As-Is" and "As-Available" infrastructure basis. KREONE EMPIRE PRIVATE LIMITED carries no liability for indirect business disruptions, lost sales, or operational downtime experienced by hosted websites.

5. Technical Support & Outage Response

• Monitoring: All core web server nodes are monitored 24/7/365 by automated health checks.

• Incident Reporting: In case of an unannounced service disruption, customers can submit a high-priority ticket through the official Client Area or call at +919876544774. Our technical team works continuously until full service resolution is achieved.

6. Modifications to SLA

KREONE EMPIRE PRIVATE LIMITED reserves the right to amend, update, or revise this Service Level Agreement at any time. Updates will take effect immediately upon publication to the website.