WIPL Service Level Agreement (SLA) for Enterprise Dedicated Servers

At WIPL, we are committed to delivering industry-leading reliability, performance, and transparency through our 99.99% Uptime Guarantee. This Service Level Agreement (SLA) outlines the terms of service reliability, compensation, and customer obligations applicable exclusively to our Enterprise Dedicated Server customers.

Please note: This SLA does not apply to Shared Hosting, Reseller Hosting, VPS, or other services unless specifically stated in writing.

1. Uptime Guarantee

WIPL guarantees 99.99% network uptime for Enterprise Dedicated Servers in any given calendar month. Network uptime refers to the ability of the physical network (routers, switches, and cabling) to pass data. Scheduled maintenance and client-side issues (e.g., misconfiguration, abuse, or attacks) are not included in the calculation.

2. SLA Credit: 10,000% Guarantee™

In the rare event that WIPL’s core network experiences unplanned downtime, we offer a 10,000% service credit—one of the most generous compensations in the industry:

• For every 1 minute of unplanned network downtime, customers will receive 100 minutes of service credit, capped at one full month of service per incident.

Example: If your service is down for 10 minutes, you receive 1,000 minutes (or ~16.6 hours) of service credit.

3. SLA Limitations and Exclusions

This SLA does not apply to:

• Scheduled maintenance with at least 24-hour notice.

• Downtime caused by customer actions or third-party software.

• Issues arising from DDoS attacks, compromised applications, or abuse.

• Services not explicitly covered (e.g., shared hosting, VPS).

• Force majeure events (natural disasters, war, etc.).

4. Claim Procedure

To request an SLA credit, the customer must:

• Open a support ticket with Billing Department within 7 calendar days of the incident.

• Provide clear timestamps and descriptions of the downtime.

All claims will be reviewed and verified by WIPL’s technical team. Approved credits will be applied to the next billing cycle. SLA credits are non-transferable, non-refundable, and may not be exchanged for cash.

5. Termination for Performance

In the unlikely event WIPL fails to meet the 99.99% uptime threshold for three consecutive months, customers may request early contract termination without penalty, upon written notice.

6. WIPL’s Commitment

While most providers offer limited or no SLA at all, WIPL backs its infrastructure with a transparent and client-first policy. Our SLA is a reflection of our 24+ years of reliability in hosting and managed services—and our dedication to keeping your business online.

WIPL reserves the right to modify this SLA at any time, with notice provided via website or customer portal.

Use of WIPL services implies acceptance of the current SLA terms.