Service Level Agreement
What we commit to, what happens when we miss it, and where our commitment stops because the building is not ours.
1. Uptime commitment
Where an outage affects you, talk to us — credits below are assessed on the facts of the incident.
2. Service credit schedule
If we miss the commitment in a calendar month, you are eligible for a credit against the fee for the affected service:
| Monthly uptime measured | Credit |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| Below 90.0% | 100% |
Credits are applied to a future invoice, never exceed 100% of the monthly fee for the affected service, are calculated on the fee before GST, and are not redeemable for cash. A credit must be requested within 30 days of the incident.
3. Support response
These are the targets we work to, measured from when a ticket is raised on the support desk.
| Severity | What it means | First response target |
|---|---|---|
| Critical | Service completely unavailable | 15 minutes |
| High | Major function impaired | 1 hour |
| Medium | Minor function impaired | 4 hours |
| Low | General question | 24 hours |
4. Hardware replacement
At our own facility in Rajkot, where we hold spares on site, we target:
- Drives (HDD or SSD): 4 hours
- Memory modules: 4 hours
- Network components: 1 hour
- Complete server replacement: 8 hours
At the partner facilities in Ahmedabad, Navi Mumbai and Helsinki, hardware response follows that facility operator's own service agreement. We raise and escalate the ticket on your behalf and keep you updated, but we do not control the response time and do not promise one here. Which site is which →
5. Network
Our Rajkot facility is fed by more than one upstream carrier with automatic failover between paths, and every production service is monitored continuously. The carriers serving each site are listed on the datacentres page.
We do not include DDoS mitigation as a contractual entitlement on every plan. Where mitigation is provided it is the facility operator's or the carrier's, at their discretion and to their standard — ask us what applies to the site your service runs in.
6. Your data
This agreement does not cover data loss, and we have not published a backup policy — so do not assume a backup of your service exists. Keep your own backups. Ask us what is currently in place for your plan before you rely on it.
We run redundant storage and keep systems patched, but the responsibility for a restorable copy of your data is yours.
7. Exclusions
This agreement does not apply to:
- Announced maintenance windows
- Force majeure — natural disaster, war, government action, utility failure beyond the facility
- Anything caused by your own actions, your code, or third-party software you install
- DNS propagation
- Trial, beta or unpaid services
- Suspension for non-payment or for breach of the acceptable use terms
8. Claiming a credit
Open a ticket from your client area within 30 days of the incident, naming the affected service and the period it was down. We review the claim against our own monitoring and apply any credit within one billing cycle.
The commercial terms sit alongside this
Billing, renewal and acceptable use are in the terms of service.