Service Level Agreement

Measured service boundary

Any SLA must name the actual service, monitored boundary, measurement method, dependencies and reporting source. Marketing pages and illustrative dashboards do not establish an availability commitment.

Availability and maintenance

Scheduled maintenance, emergency work, customer-managed systems and upstream dependencies must be described precisely. No uptime percentage, unlimited capacity, response deadline or recovery guarantee is made by this policy.

Incident priorities

Support operates Monday–Friday, 10:00–17:00 IST through support@zoihost.com. Staff distinguish acknowledgement, investigation, restoration and final resolution. No guaranteed uptime, response time or restoration deadline is offered unless an individual accepted service schedule states a verified measurable commitment.

Remedies and review

Service credits, exclusions and claim procedures apply only if expressly included in the accepted service schedule. No general service-credit programme is active at launch. Customers retain applicable mandatory remedies for failed or incorrect service regardless of any separate contractual SLA.

Commercial terms

The owner-supplied contracting identity is Kshitiz Kaushal, sole proprietor trading as Brevo Technologies, Plot No. 53, Ganesh Nagar Extension-2, Shakarpur, Delhi – 110092, India. Development and technical project communications: dev@zoihost.com. Sales and feedback: sales@zoihost.com. Complaints and grievances: support@zoihost.com. Telephone: +91 9891 380 346. Supporting business/tax records and any required grievance-officer appointment must be verified before publication or official tax invoicing. No NSF or other business identity or GSTIN is adopted.

Sky, Flow, OS and custom digital projects use accepted quotations and contracts, not arbitrary public fixed prices. Development milestones are 10% booking, 40% development advance before the agreed development stage, and 50% after explicit customer acceptance of the identified staging/demo deliverables and before handover. Opening a link, silence or a browser payment claim is not acceptance or verified payment. Final handover requires verified final payment. Separately agreed maintenance, hosting, domains, licences, third-party services, taxes and eligible consultation credits remain identifiable and are not silently folded into the development milestone base. These development percentages do not determine Domain/DIY or consultation charges.

For Sky, Flow, OS and custom digital projects cancelled before the 40% development advance is paid or adjusted, the cancellation fee is 5% of the accepted one-time development price, plus actual documented eligible costs and disclosed charges. Aggregate deductions must not exceed the lower of 10% of that accepted development price or the amount paid. The percentage base excludes taxes, annual/recurring services and separately itemised third-party services. No cost is counted twice, and deductions cannot exceed the amount paid. Actual eligible costs require evidence and are not an automatic minimum. Calculate directly in the immutable accepted quotation currency: INR for an INR quotation, USD for a USD quotation. Do not convert through a current exchange rate, relabel a currency, or substitute the current model/list price for the accepted development amount. Monetary rounding must not exceed the accepted cap or amount paid. After the development advance is paid or adjusted, the accepted contract and applicable mandatory remedies govern cancellation. Preserve remedies for failed or incorrect services, duplicate/incorrect charges and mandatory legal rights. This custom-project rule never applies to eligible Domain/DIY cancellations accepted within the full readiness-based 60-second window, which retain the approved eligible full refund. This percentage rule applies only to new quotations accepted with this policy version on or after 9 November 2026; earlier quotations, prices, accepted policy snapshots and receipts are not rewritten.

The consultation base fee is non-refundable for customer change-of-mind cancellation. After the consultation is completed, its eligible base fee may be credited once against a confirmed Sky, Flow or OS project within 90 days following that completion. The credit is separate from a refund and cannot be applied twice. One free reschedule is permitted with at least 24 hours’ notice before the appointment. Late cancellation or a customer no-show forfeits the fee. If Zoihost cannot deliver the consultation, the customer may choose a refund or rescheduling. Mandatory legal remedies, incorrect charges and duplicate-payment corrections are preserved. Applicable taxes and any separately disclosed, permitted gateway charges are treated separately; no automatic refund or recurring mandate is created.

Relevant ResellerClub customer/registrar agreements are available at https://store.resellerclub.com/legal-agreements and https://manage.resellerclub.com/servlet/ViewAgreementServlet?requestfor=registraragreement . The actual product, TLD, sponsoring registrar and agreement version must be identified and accepted before a provider purchase, renewal or transfer. Read-only inventory or a search does not place an order. Zoihost remains responsible for its own agreed obligations; upstream terms do not remove mandatory customer remedies. Provider purchases and automatic fulfilment are unavailable at this launch.

The proposed standard domestic GST rate is configurable and subject to verified tax identity and classification. International/export treatment must be independently established; Indian GST is not automatically charged to every overseas transaction. Tax invoices remain gated pending verification.

Approved refunds are targeted for Zoihost processing within 7–15 business days. Bank/payment-provider settlement time is separate; a cancellation, refund request or provider acknowledgement is not proof of a completed refund. This target does not delay a shorter mandatory legal obligation.

Service-specific application and safeguards

An SLA is offered only for a named, measured service with a verified operating boundary. Illustrative dashboards create no uptime or support guarantee. Acknowledgement, restoration and final resolution are different measures. Any exclusions, service credits and claim procedure require a specific approved schedule and must preserve mandatory rights.

Customer support and grievance intake

Support, privacy/deletion and grievance intake: Accounts Officer, support@zoihost.com, Monday–Friday, 10:00–17:00 IST. Requests are ticketed, identity/organisation authority is verified where necessary, an authorised decision is recorded and the outcome is communicated. There is no automatic 24/7 service or universal response-time SLA.

Current tax collection instruction

The owner states that Zoihost currently collects no GST, relying on an initial registration-threshold position. This records the current business instruction, not independent confirmation of registration eligibility, exemption of every product or zero-rating of every international transaction. No GST amount or GST tax invoice may be represented as collected under an unverified registration. Any future GST collection requires verified registration/status, applicable transaction classification and approved configuration. International relief applies only to qualifying documented exports and applicable procedures; a foreign billing address alone is not sufficient. Existing orders retain their agreed lawful tax snapshot.

Separately purchased customer backup service

Customer backup services require a separately purchased and accepted plan identifying covered data, retention, responsibility and tested recovery commitments. No customer backup coverage or recovery-time guarantee is inferred from website hosting, account creation or a domain order. This does not make Zoihost platform security, internal recovery safeguards, agreed processing duties or applicable legal obligations optional.

Explicit quotation decision record

Work requiring an approved quotation must not proceed while that quotation is pending or rejected. Record the authenticated authorised customer decision, quotation revision or snapshot hash, actor and timestamp. Viewing a quotation, silence, a pre-sales enquiry or a payment redirect is not approval. Material scope or price changes require the applicable new approval and preserved prior records.

Launch availability and version application

Online payments, automatic provider purchases/renewals and paid booking are temporarily unavailable. Customers may review scope, request quotations and use capabilities actually enabled for their account; nothing here activates a disabled integration. Where a capability is unavailable, Zoihost will say so rather than imply payment or fulfilment success.

The owner requested an effective date of 1 November 2026. This version was approved and published on or after 9 November 2026 and applies when accepted or otherwise lawfully applicable; it does not fabricate an earlier publication, acceptance, delivery or payment record, or retroactively replace a customer’s previously accepted version.