Service Level Agreement
Our Binding Commitment to Service Excellence, Uptime, and Support
This Service Level Agreement ("SLA") is entered into between Serverstock Datacenter Private Limited (CIN: U72900MH2020PTC338929) and the Customer, as defined in our Terms & Conditions. This SLA defines the guaranteed levels of service availability, performance, support response times, and the remedies available to Customers in the event of non-compliance.
Table of Contents
1. Uptime Guarantee
Serverstock guarantees the following monthly uptime availability levels for our core services:
- Cloud Infrastructure (IaaS): 99.99% monthly uptime
- Datacenter Services (Colocation): 99.995% monthly uptime (Tier-IV facility backed)
- Managed Services: 99.9% monthly uptime
- Backup as a Service (BaaS): 99.9% monthly uptime for backup job completion
1.1 Uptime Calculation
Monthly uptime percentage is calculated using the following formula:
Uptime % = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100
"Downtime" means any period where the Service is completely unavailable to the Customer, as verified by Serverstock's monitoring systems. Partial degradation of performance is not classified as Downtime unless the Service is functionally unusable.
2. Planned Maintenance
Scheduled maintenance windows are excluded from SLA downtime calculations. We adhere to the following maintenance protocol:
2.1 Standard Maintenance
- Notice Period: At least 7 days advance written notice via email and customer portal dashboard.
- Timing: Scheduled during off-peak hours (typically weekends between 00:00–06:00 IST) to minimize impact.
- Duration: Standard maintenance windows do not exceed 4 hours.
2.2 Emergency Maintenance
Emergency maintenance may be performed with little or no advance notice to address critical security vulnerabilities, zero-day exploits, or imminent hardware failures. Emergency maintenance is also excluded from SLA credit calculations. We will notify affected customers as soon as reasonably practicable and provide a post-incident report within 48 hours.
3. Support Response Times
The following are our target response times (time to acknowledge receipt and begin investigation) for technical support tickets, based on severity:
| Priority | Description | Response Target | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service completely down; business operations halted. | 15 minutes | 4 hours |
| High (P2) | Significant performance degradation; severe business impact. | 1 hour | 8 hours |
| Medium (P3) | Minor issues, errors, or partial malfunctions with workaround available. | 4 hours | 24 hours |
| Low (P4) | General inquiries, account questions, feature requests. | 24 hours | Best effort |
Support is available 24/7/365 for P1 and P2 incidents via phone and email. P3 and P4 tickets are handled during standard business hours (Mon–Sat, 09:00–18:00 IST), unless a premium support plan is in effect.
4. Service Credits & Claims
If Serverstock fails to meet the uptime guarantees specified in Section 1, eligible Customers may claim service credits as follows:
| Monthly Uptime Achieved | Service Credit (% of Monthly Fee) |
|---|---|
| 99.9% – 99.99% | 10% |
| 99.0% – 99.9% | 25% |
| Below 99.0% | 50% |
4.1 Claim Process
- Claim Window: Service credit requests must be submitted in writing to sla@serverstock.co within 30 days of the incident.
- Required Information: Customer must provide the date, time, duration, and nature of the outage, along with any supporting evidence (screenshots, logs, error messages).
- Verification: Serverstock will verify the claim against our internal monitoring data within 10 business days.
4.2 Limitations
- Total service credits for any calendar month shall not exceed 100% of your monthly fee for the affected Service.
- Service credits are applied to future invoices only and are not refundable as cash or transferable to other accounts.
- Service credits constitute the Customer's sole and exclusive remedy for service unavailability under this SLA.
5. SLA Exclusions
No service credits or remedies will be provided for downtime or performance issues caused by the following:
- Force Majeure: Events beyond Serverstock's reasonable control, including acts of God, war, terrorism, government action, natural disasters, epidemics, or grid-level power failures.
- Customer Fault: Issues caused by the Customer's software, configuration, negligence, or breach of the Terms & Conditions or Acceptable Use Policy.
- Internet Connectivity: Problems with the public internet or the Customer's ISP beyond Serverstock's network demarcation point.
- DDoS Attacks: Denial of Service attacks, hacking attempts, or security exploits (unless specific DDoS mitigation services were purchased and failed to perform).
- Maintenance Windows: Scheduled or emergency maintenance as described in Section 2.
- Service Suspension: Downtime resulting from service suspension due to non-payment or AUP violation.
- Third-Party Failures: Outages or degradation caused by third-party cloud providers (AWS, Azure, GCP) where Serverstock is not the root cause.
6. Monitoring & Reporting
Serverstock provides comprehensive monitoring and transparency into service availability:
- 24/7 Infrastructure Monitoring: All production systems are continuously monitored using enterprise-grade tools for availability, performance, and security.
- Customer Portal Dashboard: Customers can access real-time service status and historical uptime data through our customer portal.
- Monthly Reports: Upon request, Serverstock will provide monthly uptime and performance reports for your subscribed services.
- Incident Notifications: Customers are proactively notified via email and/or SMS for all P1 and P2 incidents affecting their services.
7. Escalation Process
If you are not satisfied with the initial response or resolution timeline, the following escalation path is available:
| Level | Escalation To | When to Escalate |
|---|---|---|
| Level 1 | Designated Account Manager | Initial point of contact for all issues |
| Level 2 | Technical Lead / Senior Engineer | If P1/P2 not acknowledged within response target |
| Level 3 | Operations Manager | After 4+ hours of unresolved P1/P2 incident |
| Level 4 | Chief Technology Officer (CTO) | Final escalation for critical unresolved issues |
Escalation requests should be made via email to escalation@serverstock.co or by calling our 24/7 support line.
8. Contact for SLA Issues
For SLA-related concerns, to report a service outage, or to submit a service credit request:
sla@serverstock.co
+91 93222 199 26
escalation@serverstock.co