Service Level Agreement (SLA)

Last updated: 20 October 2026

1. Purpose

This Service Level Agreement ("SLA") explains what you can and cannot expect from CHVEX web hosting, operated by CH Global Empire. It forms part of our Terms of Service. We want to be clear and honest: CHVEX does not guarantee any uptime percentage and does not offer service credits.

2. Our commitment

We use commercially reasonable efforts to keep hosting services available and secure, to respond to faults reported to us, and to restore normal service as soon as reasonably practicable. These are efforts, not guarantees, and failing to meet a target does not create a right to compensation.

3. Dependence on third parties

CHVEX is a reseller. Your hosting runs on the infrastructure of an upstream hosting provider (MDMHost) using cPanel/WHM, and traffic to and from your site may pass through Cloudflare (CDN and security). Server availability, network performance, hardware, data centre conditions and upstream maintenance are therefore partly outside our control. Our ability to fix an issue often depends on those providers. Outages, delays or data loss caused by them are not breaches of this SLA by CHVEX.

4. Scheduled and emergency maintenance

  • Maintenance may be needed on servers, networks, cPanel/WHM or security components, by us or our upstream provider.
  • Where possible we will give advance notice by email or in the client area, and try to schedule work at low-traffic times. Notice may not be possible for upstream or emergency work.
  • Emergency maintenance, such as urgent security patches, may happen at any time and without notice.
  • Downtime during maintenance is not treated as a failure to meet this SLA.

5. Support

Support is provided through support tickets in the client area at https://chvex.com. We aim to respond to tickets within 1 business day, but this is a goal, not a guarantee. Complex problems, and problems that need action by our upstream provider, may take longer. Support covers the hosting service itself; we cannot provide development, design or troubleshooting of your own code, applications or content, and we do not provide email hosting guarantees.

6. Backups

Our upstream provider takes daily backups of hosting accounts using JetBackup on a best-effort basis. Backups can fail, may be incomplete, and may not be available for every date. We cannot guarantee that a backup exists or that a restore will succeed. You are responsible for keeping your own up-to-date copies of your websites, databases and emails, and you should do so regularly.

7. Exclusions

This SLA does not apply to problems or downtime caused by:

  • your own code, scripts, plugins, applications or configuration;
  • exceeding plan limits or breaching the Acceptable Use Policy;
  • suspension or termination under our Terms, including for non-payment;
  • attacks such as denial-of-service attacks, malware or security incidents not caused by us;
  • failures of the internet, your own network or devices, DNS or domain registrar services, or other third parties;
  • force majeure events, including natural disasters, power or network failures, war, strikes or government action;
  • requests by authorities or legal requirements.

8. Reporting a problem

Open a support ticket and include your account email, the affected website, what you expected, what happened, the time it started and any error messages. Clear details help us work faster.

9. Limits and changes

This SLA does not extend our liability beyond what is set out in the Terms of Service. We may update it from time to time, and the "Last updated" date shows the current version. It is governed by the laws of Malaysia, and the courts of Malaysia have jurisdiction.

10. Contact

CHVEX is operated by CH Global Empire, Lorong Shahbandar 10, Bertam Perdana 3, 13200 Kepala Batas, Penang, Malaysia. The quickest way to reach us is a support ticket in the client area at https://chvex.com.

These terms were prepared for CHVEX by CH Global Empire.