Service Level Agreement

Service Level Agreement (SLA)

CloudR Technologies (“CT”, “we”, “our”) provides cloud platform and configuration services, including but not limited to smart dedicated servers, graphics processing units, object storage, content delivery network service and continuous data protection back up services (“Services”) to its customers (“Customers”), and such use of the Services by the Customers shall be governed by the online Terms of Service available at link https://www.cloudrtechnologies.com/terms-of-service.php —(“Terms”) or master services agreement (“MSA”), if any, executed between CT and the Customer. Notwithstanding the foregoing, this service level agreement (“SLA”) shall be applicable to all Customers irrespective of whether they have executed an MSA or not including those Customers who are availing the Services through a free trial facility. CT may modify this SLA at any time by posting a revised version of the same on CT website (“Website”) and the amended version of the SLA shall become automatically binding on the Customer if it continues to avail of the Services.

This SLA sets out service levels for the provision of the Services and these shall be read with the Terms of Service (“Terms”). The Customer’s use of Services or its registration with us constitutes agreement to this SLA and makes it legally binding on the Customer.

1. DEFINITIONS:

Except as otherwise defined in this SLA or unless the context otherwise requires, all defined terms in this SLA shall have the same meanings as defined in the Terms of Service or applicable MSA, if any.

  • 1.1 “Uptime” or “UT” means the aggregate percentage of hours in a calendar month during which the Services are actually available for use by the Customer.
  • UT = 100% – DT (Downtime DT as defined below)
  • 1.2 “Fault” means failure to meet the applicable service level set out in this SLA
  • 1.3 “Service Time” or “ST” means the total hours in the calendar month during which Services are being provided by CT to the Customer.
  • 1.4 “Emergency Maintenance” or “EM” shall mean maintenance carried out under a condition or situation which poses danger to the system, equipment, network, facilities required for rendering the Services, danger to life etc.
  • 1.5 “Excused Unavailability” or “EU” means the aggregate number of hours in any month when CT may carry out troubleshooting or upgrade to improve the Services.
  • 1.6 “Planned Downtime” or “PD” means downtime scheduled with 48 hours advance notice, typically between 11 PM to 6 AM IST, for maintenance activities.
  • 1.7 “Downtime” shall mean the aggregate percentage of hours in a billed month during which Services were unavailable.
  • 1.8 “Exceptions” shall mean events excluded from Downtime calculation.
  • 1.9 “Support Request” shall mean an e-mail sent to Info@gocloudr.com.
  • 1.10 “Rebates” means service credits provided under this SLA.
  • 1.11 “Force Majeure Event” includes natural disasters, war, epidemic, internet failures, etc.

2. UPTIME:

If the Uptime during the month is less than 99.9%, CT will provide Rebates:

  • 99.9% or greater — No Service Extension
  • 99.9% to 99% — 1 day extension
  • 99% to 98% — 2 days extension
  • 98% to 97% — 3 days extension
  • Less than 97% — 3+n days extension (n = 97 – Uptime)

Or equivalent credits/discount at the discretion of CT.

3. DOWNTIME REPORTING PROCESS:

  • Downtime must be reported via email from registered ID to Info@gocloudr.com within 24 hours.
  • CT will investigate and attempt to resolve the issue.
  • Failure to report within time will make the report invalid for SLA calculation.

4. ELIGIBILITY FOR REBATES:

  • Rebates apply only if downtime is reported as per Clause 3.
  • Rebates are calculated per incident and not cumulatively.
  • Request Rebates via email with subject “SLA Rebate Request” including logs and details.
  • If not requested within timeline, rebate is waived.
  • Rebates are adjusted in future invoices and not refundable in cash.
  • Outstanding payments disqualify rebate eligibility.
  • Disputes will be resolved by CT decision if not settled within 15 days.

5. EXCEPTIONS:

CT shall not be responsible for downtime caused by:

  • Customer modifications
  • Third-party software or services
  • Incorrect customer configuration
  • Internet/network issues outside CT control
  • Force majeure events
  • Customer negligence or misuse
  • Regulatory or legal restrictions

6–10 GENERAL TERMS:

  • Downtime is counted from the time email is sent to CT support.
  • Rebate calculation begins after reporting and ends upon resolution.
  • CT is not responsible for customer data integrity.
  • Customer must maintain backups and security measures.
  • This SLA defines the sole remedy for service failures.