Server Level Agreement (SLA)

1. Introduction

This Server Level Agreement (SLA) outlines the terms and conditions regarding the services provided by Intec Clouds, including server availability, uptime, and performance guarantees.

2. Service Availability

We aim to provide uninterrupted services. However, occasional downtime for maintenance and updates may occur. We ensure the following availability commitments:

• Uptime Guarantee: 99.9% uptime on a monthly basis.
• Planned Maintenance: Maintenance windows will be communicated in advance.
• Unplanned Downtime: In case of unplanned downtime, we will work swiftly to restore services as soon as possible.

3. Performance and Support

We ensure optimal server performance and high availability by using the latest hardware and eco-friendly servers. Support is available as follows:

• Support Hours: 10 AM (IST) to 8 PM (IST) customer support via email and live chat.
• Response Time: Initial response within 10 Minutes for critical issues and 2 hours for non-critical issues.
• Resolution Time: Resolution time is determined based on the complexity of the issue, with an estimated time frame provided upon issue assessment.

4. Compensation for Downtime

If the service availability falls below the guaranteed uptime, users may be eligible for compensation:

• If downtime exceeds 0.1% of the monthly uptime (approximately 1 hours in a month), users will receive compensation of up to 30% of the monthly fee (₹100 to ₹500).

5. Exclusions

The following events are excluded from the uptime guarantee and compensation:

• Scheduled or emergency maintenance.
• Downtime caused by external factors like internet service provider issues, DDoS attacks, or third-party service failures.
• Issues caused by the user’s hardware or software configuration.
• Force Majeure events, including but not limited to natural disasters, wars, or government regulations.

6. Responsibilities

Both parties have the following responsibilities under this agreement:

• Intec Clouds: Provide a stable hosting environment, monitor server health, and offer support services.
• Customer: Ensure proper configuration, use of server, and compliance with the terms and conditions.

7. Termination

If the customer fails to adhere to the terms of service or misuse the services provided, Intec Clouds reserves the right to suspend or terminate the services without prior notice.