SLA and DMCA

SLA - Service Level Agreement

Please read our SLA policy before claim

BDIX Cloud is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the BDIX Cloud network. The BDIX Cloud Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of BDIX Cloud's web hosting, reseller, cloud hosting services.

  • BDIX Cloud strives to maintain a 99% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by BDIX Cloud monitoring systems or BDIX Cloud authorized/contracted outside monitoring services. If BDIX Cloud fails to meet it's 99% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. BDIX Cloud will credit a partial or full month's service. Details on how credit amounts are calculated can be found below.

    Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the HostForWeb™ network caused by or associated with:


    Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement


    Telco Failure (ie...Amra Network's cutting a fiber line somewhere)


    Backbone peering point issues


    Scheduled maintenance for hardware/software upgrades


    DNS issues not within the direct control of BDIX Cloud


    Client's acts or omissions, including without limitation, any negligence, willful misconduct, or use of BDIX Cloud service(s) in breach of BDIX Cloud Policy and Service Guidelines (AUP), by Client or others authorized by Client.

    BDIX Cloud's goal is to make the BDIX Cloud network available to Client free of outages for 99% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a BDIX Cloud service failure for more than 15 consecutive minutes, excluding service failures relating to BDIX Cloud's scheduled maintenance and upgrades. The BDIX Cloud network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. BDIX Cloud's goal is to keep Average Round-Trip Latency on the BDIX Cloud network to 300 milliseconds or less. BDIX Cloud defines "Average Round-Trip Latency", with respect to a given month, as the average time required for round-trip packet transfers between the BDIX Cloud network and major US backbone peering points during such month, as measured by BDIX Cloud. BDIX Cloud's goal is to keep Average Packet Loss on the BDIX Cloud network to 1% or less. BDIX Cloud defines "Average Packet Loss", with respect to a given month, as the average percentage of IP packets transmitted on the BDIX Cloud network during such month that are not successfully delivered, as measured by BDIX Cloud.

    BDIX Cloud will periodically (on average every 1 minutes) monitor BDIX Cloud network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the BDIX Cloud network but not other networks to which Client may connect. BDIX Cloud reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by BDIX Cloud and made available to Client.

    BDIX Cloud stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. BDIX Cloud utilizes only name brand hardware of the highest quality and perfomance. BDIX Cloud will replace all faulty hardware affecting performance levels of equipment within 12 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current BDIX Cloud contracts with Cisco™ and backbone providers in regard to the emergency repair service in case of such an issue. HostForWeb™ will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.

    Credit requests must be made on the BDIX Cloud web site, by emailing to billing@bdixcloud.com. Each request in connection with network/server outages/downtime must be received by BDIX Cloud within five days of the occurance. Each request in connection with Average Round-Trip Latency or Average Packet Loss in a calendar month must be received by BDIX Cloud within five days after the end of such month. The total amount credited to a Client for BDIX Cloud not meeting SLA service levels will not exceed the service fees paid by Client BDIX Cloud for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after BDIX Cloud's receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by BDIX Cloud. Upon Client's request (in accordance with the procedure set forth below), BDIX Cloud will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to BDIX Cloud and confirmed by BDIX Cloud's measurement reporting. Such credit will be equal to partial or one day's worth of service. If Average Round-Trip Latency on the BDIX Cloud network for a calendar month exceeds 300 milliseconds, then upon Client's request, BDIX Cloud will issue a credit to Client equal to one day's worth of service. If Average Packet Loss exceeds 1% during a calendar month, then upon Client's request, BDIX Cloud will issue a credit to Client equal to one day's worth of service.

    Your account can be cancelled ONLY by submitting secure service cancellation form. Other methods of cancellation are not valid. Once the form submitted account will be cancelled within 60 minutes. All data will be wiped and BDIX Cloud will not responsible for any of your data or backup.

    BDIX Cloud reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, BDIX Cloud makes no claims regarding the availability or performance of the BDIX Cloud network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.

DMCA - Digital Millennium Copyright Act Policy

Please read our DMCA policy

BDIX Cloud respects the legitimate rights of copyrights owners, and has adopted an efficient notice and takedown procedure as required by the DMCA and described below. This policy is intended to guide copyright owners in utilizing that procedure, and also to guide webmasters in restoring access to websites that are disabled due to mistake.

  • The DMCA provides a legal procedure by which you can request any Online Service Provider to disable access to a website where your copyrighted work(s) are appearing without your permission. There are two parts to the legal procedure:
    (1) Writing a Proper DMCA Notice
    (2) Sending the Proper DMCA Notice to BDIX Cloud's designated Agent.

    A Proper DMCA Notice will notify BDIX Cloud. of particular facts in a document signed under penalty of perjury. To Write a Proper DMCA notice, please provide the following information:


    Identify yourself as either:
    a) The owner of a copyrighted work(s), or
    b) A person authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

    i) State your contact information, including your TRUE NAME, street address, telephone number, and email address.
    ii) Identify the copyrighted work that you believe is being infringed, or if a large number of works are appearing at a single website, a representative list of the works.
    iii) Identify the material that you claim is infringing your copyrighted work, to which you are requesting that BDIX Cloud disable access over the World Wide Web.
    iv) Identify the location of the material on the World Wide Web by providing information reasonably sufficient to permit BDIX Cloud to locate the material.
    v) State that you have a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agents, or the law.
    vi) State that the information in the notice is accurate, under penalty of perjury.
    vii) Sign the notice with either a physical or electronic signature.

    To exercise your DMCA rights, you must send your Proper DMCA Notice to the following agent designated by BDIX Cloud (the “Designated Agent”). The contact information for BDIX Cloud's Designated Agent is:
    Name: Mst. Sharmin Haque
    Phone: +88 0961 300 300 1-4
    E-Mail: abuse@bdixcloud.com

    BDIX Cloud will follow the procedures provided in the DMCA, which prescribed a notice and takedown procedure, subject to the webmaster's right to submit a Counter-notification claiming lawful use of the disabled works.

    It is expected that all users of any part of the BDIX Cloud system will comply with applicable copyright laws. However, if BDIX Cloud is notified of claimed copyright infringement, or otherwise becomes aware of facts and circumstances from which infringement is apparent, it will respond expeditiously by removing, or disabling access to, the material that is claimed to be infringing or to be the subject of infringing activity. BDIX Cloud will comply with the appropriate provisions of the DMCA in the event a counter notification is received by its Designated Agent.

    Pursuant to the Terms of Service Agreement you agreed to when you were permitted to become a System User, you are required to use only lawfully-acquired creative works as website content, and your website may be disabled upon receipt of notice that infringing material is appearing there. BDIX Cloud also respects the legitimate interests of webmasters in utilizing media content lawfully, being permitted to present a response to claims of infringement, and obtaining timely restoration of access to a website that has been disabled due to a copyright complaint.

    Your System Use privileges will also be suspended. You may protest a DMCA notice by submitting a Counter-notification as described below.

    If access to your website is disabled due to operation of the BDIX Cloud notice and takedown procedure described above, and you believe the takedown was improper, you must submit a Counter-notification.

    Writing a Counter-notification
    To Write a Proper Counter-notification, please provide the following information:
    a) State that access to your website was disabled due to operation of the notice and takedown procedure.
    b) Identify the material that has been removed and designate its URL prior to removal.
    c) State, under penalty of perjury:

    i) Your name, address, and telephone number,
    ii) That you have a good faith belief that the material was removed or disabled as result of mistake or misidentification of the material.
    iii) That you consent to the jurisdiction of the Federal District Court for the judicial district in which the address is located.

    Sending the Counter-notification
    To exercise your DMCA rights, you must send your Proper DMCA Notice to the following agent designated by BDIX Cloud (the “Designated Agent”). The contact information for BDIX Cloud's Designated Agent is:
    Name: Mst. Sharmin Haque
    Phone: +88 0961 300 300 1-4
    E-Mail: abuse@bdixcloud.com

    BDIX Cloud may, in its discretion, use all appropriate means to terminate user access to its system or network who are repeat infringers.

    It is BDIX Cloud's policy to accommodate and not interfere with standard technical measures it determines are reasonable under the circumstances, i.e., technical measures that are used by copyright owners to identify or protect copyrighted works.

    BDIX Cloud may, in its discretion, use all appropriate means to terminate user access to its system or network who are repeat infringers.

    The submission of misleading information of any sort in a notification or counter-notification submitted to BDIX Cloud voids any claim of right made by the submitting party.