This SLA defines uptime, support response, and remedies for CloudBaseIndia hosting services.
1. Uptime Guarantee
We guarantee 99.99% monthly uptime for all paid hosting, VPS, and dedicated services, excluding scheduled maintenance.
| Uptime | Allowed Downtime |
|---|---|
| 99.99% | ≈ 4m 22s / month |
| 99.9% | ≈ 43m 49s / month |
| 99.5% | ≈ 3h 39m / month |
| 99.0% | ≈ 7h 18m / month |
2. Service Credits
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.99% | 10% monthly credit |
| 95.0% – 98.99% | 25% monthly credit |
| 90.0% – 94.99% | 50% monthly credit |
| Below 90.0% | 100% monthly credit |
3. Response Time SLA
| Priority | First Reply | Coverage |
|---|---|---|
| P1 — Service Down | 15 minutes | 24/7 |
| P2 — Major Degradation | 30 minutes | 24/7 |
| P3 — Minor Issue | 2 hours | 24/7 |
| P4 — Question / Request | 8 hours | Business hours |
4. Scheduled Maintenance
Up to 4 hours per month, announced 7 days in advance. Excluded from uptime calculation.
5. Exclusions
- Force majeure events
- Customer-caused outages (DDoS attracted to your site, bad code)
- Third-party providers outside our control
- Suspensions for AUP/Terms violation
6. Network Performance
Backbone uptime: 100%. Packet loss: < 0.1%. Mumbai < 5ms latency to Tier 1 IXPs.
7. Backup & Recovery
RPO: 24 hours (daily backups), RTO: 4 hours from request, retention: 30 days off-site.
8. How to Claim Credit
Email sla@cloudbaseindia.com within 30 days of the affected month, citing incident IDs.
9. Maximum Credit
Credits in any given month are capped at 100% of that month's service fees.
10. Enterprise SLA
Enterprise customers can negotiate custom SLAs including 99.999% tiers, dedicated TAM, and 24/7 phone support.
11. Contact
sla@cloudbaseindia.com · +91 9499989297