Last Updated: June 25, 2026
This Service Level Agreement (“SLA”) goes together with the HostGrap Terms of Service. It explains our uptime promises, how fast we respond to support requests, what backups we provide, and what happens if we do not meet our promises. If anything in this SLA disagrees with the Terms of Service, the Terms of Service will be followed, unless this SLA clearly gives an extra promise.
This SLA covers the following HostGrap services (the “Services”):
2.1 Uptime Targets
HostGrap aims for the following monthly uptime for each service (excluding scheduled maintenance or customer-caused issues):
2.2 How Uptime Is Measured
Uptime means the percentage of time, in a calendar month, that your service can be reached over the public internet.
2.3 What Does Not Count as Downtime
The following do not count against our uptime target:
3.1 General Policy
Backups are different for each service, as shown below. We always recommend that you keep your own copy of your important files, in addition to ours.
3.2 Shared Hosting
These backups are stored offsite, on HostGrap’s dedicated backup infrastructure, separate from the live server.
3.3 Reseller Hosting
Resellers are responsible for advising their end-users to maintain their own backups.
3.4 Email Hosting
Email Hosting plans do not include daily or weekly backups. All email data (including inboxes, sent items, and folders) is stored on the server.
Customers can create additional folders within their mailbox and move or copy important emails into those folders to keep an extra copy. Please note that even major email providers, such as Gmail, do not provide automated backups for mailboxes.
3.5 VPS Hosting
VPS Hosting is unmanaged, and no automatic backups are included by default. However, you may optionally purchase our Backup Add-on service, which provides 7 server backup slots (7 most recent backups retained). The cost of this optional backup service is 25% of your monthly VPS plan price. Contact HostGrap support to enable this add-on.
3.6 VDS Hosting (Virtual Dedicated Server)
No automatic backups are provided by HostGrap for VDS Hosting. Customers are fully responsible for implementing and maintaining their own backup solution for their VDS.
However, you can request custom backup setup or configuration assistance from our support team. Fees may apply depending on the requirements.
3.7 Managed Dedicated Servers
No automatic backups are provided by HostGrap for Managed Dedicated Servers. You are fully responsible for implementing, managing, and maintaining your own backup solution.
However, you can request custom backup setup or configuration assistance from our support team. Fees may apply depending on the requirements.
3.8 Restoration Requests
Where backups are available (as per the schedules above), you can request restoration by submitting a support ticket through your HostGrap account dashboard.
3.9 Recommendation
We strongly recommend that all customers maintain independent, off-server backups (e.g., downloaded to your local computer, cloud storage, or another storage provider) on a regular basis.
4.1 Requesting a Credit
If HostGrap does not meet the uptime target stated in Section 2 for your service in a given month, you can submit a support ticket requesting a service credit. You must request this within fourteen (14) days after the end of the affected calendar month.
4.2 How Credits Are Applied
Approved credits are applied as account credit toward future invoices and are not issued as cash refunds. This is HostGrap’s sole remedy for missed uptime, and the total credit in any calendar month will not be more than what you paid for that service in that month.
4.3 Exclusions
Service credits do not apply if the downtime falls under any exclusion listed in Section 2.3, or if your account was suspended or terminated under the Terms of Service.
If payment is not received by the due date, your service will be suspended and may later be terminated, as set out in the Terms of Service:
Upon termination, all data, files, emails, databases, configurations, and backups will be permanently deleted and cannot be recovered. The uptime and support promises in this SLA do not apply while your account is suspended.
6.1 Support Hours
Our support team operates on Sri Lanka Standard Time (GMT +5:30) with the following hours:
Outside these hours, you can still submit support tickets, which will be handled on a first-come, first-served basis when support reopens. Support is limited to HostGrap-hosted infrastructure, billing, account access, and control panel issues, and does not extend to third-party scripts, applications, themes, or custom code.
6.1.1 What Counts as HostGrap-Related Support
Our support covers only issues directly related to the infrastructure we provide, for example, server availability, account access, billing, control panel usage, and basic infrastructure configuration. We do not debug, fix, or provide technical support for third-party scripts, applications, themes, plugins, custom code, or any other software installed by the customer. HostGrap’s responsibility is limited to providing the hosting infrastructure in good working order; it does not extend to the software, scripts, or applications that customers choose to run on it.
6.1.2 Resolving Third-Party or Script-Related Issues
If your issue relates to a third-party script, application, theme, plugin, or custom code (rather than the HostGrap infrastructure itself), please use one of the following options to resolve it:
These issues fall outside HostGrap’s service scope, since our role is limited to providing the hosting infrastructure, not maintaining or debugging the software that runs on it.
6.1.3 VPS and VDS Hosting Are Unmanaged
VPS Hosting and VDS Hosting are unmanaged services. HostGrap does not provide support for server setup, operating system configuration, software installation, or debugging on VPS or VDS servers. This is because HostGrap’s scope for these services is limited to providing the virtual server infrastructure itself, not configuring, managing, or troubleshooting what the customer installs and runs on it.
If you need help with server setup or debugging on your VPS or VDS, you can:
6.1.4 Remote Support
Where remote customer support is provided, it is given only through RustDesk software, connecting to your computer (laptop or desktop). HostGrap will not use any other remote access software for this purpose.
6.2 Support Channels
If you notice an outage or any service issue, please report it quickly through a support ticket so we can investigate. HostGrap may update this SLA from time to time. The version published on the HostGrap website, or provided to you at the time of your claim, will apply.
This SLA shall be governed by and construed in accordance with the laws of the Democratic Socialist Republic of Sri Lanka. You agree to submit to the exclusive jurisdiction of the courts located in Kurunegala, Sri Lanka for the resolution of any disputes, claims, or proceedings arising out of or relating to this SLA, consistent with the Terms of Service.
By using the HostGrap Services, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement.
Thank you for choosing HostGrap!
