Service Level Agreement
Our Commitment to Service Excellence
1. Uptime Guarantee
Serverstock guarantees the following uptime levels for our services:
- Cloud Infrastructure: 99.99% monthly uptime
- Datacenter Services: 99.995% monthly uptime (Tier-IV backed)
- Managed Services: 99.9% monthly uptime
Uptime is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
2. Planned Maintenance
Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 7 days advance notice for planned maintenance and will schedule them during off-peak hours whenever possible.
3. Support Response Times
| Priority Level | Description | Response Time |
|---|---|---|
| Critical (P1) | Service down or severely impacted | 15 minutes |
| High (P2) | Significant performance degradation | 1 hour |
| Medium (P3) | Minor issues, workaround available | 4 hours |
| Low (P4) | General inquiries, feature requests | 24 hours |
4. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits:
- 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
Service credits must be requested within 30 days of the incident and will be applied to your next billing cycle.
5. Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled maintenance with proper notice
- Customer's equipment, software, or network issues
- Force majeure events (natural disasters, war, etc.)
- Security incidents or attacks
- Customer-requested changes or modifications
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.
7. Escalation Process
If you're not satisfied with the initial response:
- Contact your account manager
- Escalate to Technical Lead (within 2 hours)
- Escalate to Operations Manager (within 4 hours)
- Final escalation to CTO (within 8 hours)
8. Contact for SLA Issues
For SLA-related concerns or to request service credits:
Email: sla@serverstock.co
Phone: +91 93222 199 26 (24/7 Support)