Service Level Agreement

Our Commitment to Service Excellence

Service Guarantee

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1. Uptime Guarantee

Serverstock guarantees the following monthly uptime availability levels for our services:

  • Cloud Infrastructure (IaaS): 99.99% monthly uptime
  • Datacenter Services (Colocation): 99.995% monthly uptime (Tier-IV backed)
  • Managed Services: 99.9% monthly uptime

Calculation: Uptime is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

2. Planned Maintenance

Scheduled maintenance windows are excluded from specific SLA downtime calculations. We adhere to the following maintenance protocol:

  • Notice: We provide at least 7 days advance notice for standard planned maintenance.
  • Timing: Maintenance is scheduled during off-peak hours (typically weekends or nights) whenever possible.
  • Emergency Maintenance: May be performed with little or no notice to address critical security vulnerabilities or hardware failures; this is also excluded from SLA credits.

3. Support Response Times

Target response times (time to acknowledge receipt) for technical support tickets:

Priority Level Description Response Goal
Critical (P1) Service completely down; business operations halted. 15 minutes
High (P2) Significant performance degradation; severe impact. 1 hour
Medium (P3) Minor issues, errors, or partial malfunctions. 4 hours
Low (P4) General inquiries, account questions, feature requests. 24 hours

4. Service Credits & Claims

For every full percentage point of downtime below the Guarantee in a given month, you may be eligible for a credit:

  • 99.9% - 99.99% uptime: 10% monthly service credit
  • 99.0% - 99.9% uptime: 25% monthly service credit
  • Below 99.0% uptime: 50% monthly service credit

Claim Process & Limitations:

  • Claim Window: Credits must be requested in writing within 30 days of the incident.
  • Cap: Total Service Credits for any month shall not exceed 100% of your monthly fee for the affected service.
  • Application: Credits are applied to future invoices and are not refundable as cash.

5. SLA Exclusions

No Service Credits or remedies will be provided for downtime or performance issues caused by:

  • Force Majeure: Events beyond our reasonable control (e.g., acts of God, war, terrorism, riots, government action, natural disasters).
  • Customer Fault: Issues caused by your software, configuration, negligence, or breach of the Terms.
  • Internet Issues: Problems with the public internet or your ISP beyond our demarcation point.
  • Attacks: Denial of Service (DoS/DDoS) attacks, hacking attempts, or security exploits (unless specific mitigation services were purchased and failed).
  • Maintenance: Scheduled or Emergency maintenance.
  • Suspension: Service suspension due to non-payment or AUP violation.

6. Monitoring & Reporting

We provide real-time monitoring and monthly uptime reports. Customers can access their service status dashboard 24/7 through our customer portal to verify availability.

7. Escalation Process

If you're not satisfied with the initial response or resolution time:

  1. Contact your designated Account Manager.
  2. Escalate to Technical Lead (if P1/P2 not acknowledged in timeframe).
  3. Escalate to Operations Manager (after 4 hours of delay).
  4. Final escalation to Chief Technology Officer (CTO).

8. Contact for SLA Issues

For SLA-related concerns or to request service credits:

Phone
+91 93222 199 26 (24/7 Support)
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