Service Level Agreement | CLOUDr Technologies

This Service Level Agreement (“SLA”) describes the service availability, support commitments, maintenance practices, exclusions, and service credit framework applicable to eligible services provided by CLOUDr Technologies (“CLOUDr”, “Company”, “we”, “us”, or “our”).

CLOUDr Technologies provides cloud infrastructure, cloud hosting, VPS, dedicated servers, GPU servers, server management, backup and disaster recovery, cybersecurity, business email, cloud platforms, and other managed IT services.

This SLA should be read together with the applicable Terms of Service, Acceptable Use Policy, Privacy Policy, Refund Policy, Master Services Agreement (MSA), Order Form, quotation, service-specific terms, and third-party provider terms, where applicable.

In case of any conflict between this SLA and a separately executed MSA or service-specific agreement, the applicable signed agreement will prevail to the extent of the conflict.

1. Scope of This SLA

This SLA applies only to services that are expressly identified as SLA-eligible in the applicable quotation, order, service agreement, MSA, or product documentation.

The standard service availability target for eligible CLOUDr infrastructure and hosting services is 99.9% per calendar month, unless a different service level is specifically agreed in writing.

The SLA may apply differently to third-party services, cloud platforms, software licenses, cybersecurity products, backup products, email services, and other services where availability is controlled wholly or partly by a third-party provider.

For services based on third-party platforms such as AWS, Microsoft Azure, Google Cloud, Microsoft 365, Google Workspace, Acronis, Veeam, Wasabi, or other technology providers, the applicable provider’s service terms and availability commitments may also apply.

2. Definitions

2.1 “Service Availability”

“Service Availability” means the percentage of time during a calendar month that an SLA-eligible service is available for normal use, subject to the exclusions described in this SLA.

2.2 “Uptime”

“Uptime” means the percentage of the applicable service period during which the eligible service is operational and accessible in accordance with the applicable service specification.

2.3 “Downtime”

“Downtime” means a period during which an eligible service is unavailable due to a failure of CLOUDr-controlled infrastructure or systems, excluding the exceptions and exclusions described in this SLA.

2.4 “Planned Maintenance”

“Planned Maintenance” means scheduled maintenance, upgrades, security updates, infrastructure improvements, migrations, or other planned activities.

Where reasonably practicable, CLOUDr will provide advance notice of planned maintenance.

2.5 “Emergency Maintenance”

“Emergency Maintenance” means maintenance required to address an urgent security vulnerability, hardware failure, network issue, system instability, cyberattack, or other condition that may threaten service availability, infrastructure, customer data, or security.

Emergency maintenance may be performed without the standard advance notice period.

2.6 “Service Credit”

“Service Credit” means a credit applied against a future eligible service invoice in accordance with this SLA.

Service Credits are not cash refunds unless expressly agreed otherwise in writing.

2.7 “Force Majeure Event”

A “Force Majeure Event” means an event beyond CLOUDr’s reasonable control, including but not limited to natural disasters, fire, flood, earthquake, war, terrorism, civil unrest, government action, major telecommunications failures, internet backbone failures, widespread cyberattacks, epidemic or pandemic events, power-grid failures, or other extraordinary events.

2.8 “Support Request”

A “Support Request” means a service-related request submitted through the support channel designated by CLOUDr, including the registered customer email address or other support mechanism provided for the applicable service.

For general SLA-related communication:

Email: info@gocloudr.com

3. Standard Availability Commitment

For eligible services covered by the standard SLA, CLOUDr targets 99.9% monthly service availability.

A 99.9% monthly availability target corresponds approximately to a maximum of 43 minutes and 50 seconds of unavailability in a 30-day month, before applicable exclusions.

The actual monthly calculation will be based on the number of minutes in the applicable calendar month.

The availability commitment does not mean that every individual application, website, database, software component, third-party platform, or customer configuration will remain continuously available.

4. Service Availability Calculation

For an SLA-eligible service:

Monthly Uptime % = [(Total Service Minutes − Eligible Downtime Minutes) ÷ Total Service Minutes] × 100

Only eligible downtime attributable to CLOUDr-controlled infrastructure will be considered for SLA calculations.

Downtime will be measured using CLOUDr monitoring systems, infrastructure logs, network monitoring, system records, and other reasonable technical evidence.

Where appropriate, customer-provided evidence may also be reviewed as part of an SLA investigation.

5. Service Credit Schedule

If the monthly availability of an eligible service falls below the applicable service level due to qualifying CLOUDr-controlled downtime, the customer may be eligible for a Service Credit.

Monthly Availability	Service Credit
99.90% or higher	No Service Credit
99.00% – 99.89%	5% of the affected monthly service charge
98.00% – 98.99%	10% of the affected monthly service charge
Below 98.00%	20% of the affected monthly service charge

Service Credits are calculated against the monthly recurring charge for the affected SLA-eligible service, not against the customer’s total CLOUDr account value.

Unless specifically agreed otherwise in writing, total Service Credits for an individual service will not exceed 20% of the affected service’s monthly recurring charge in any calendar month.

6. Service Credit Eligibility

To request a Service Credit, the customer must:

Be an active customer in good standing.
Have an SLA-eligible service.
Report the suspected service outage or issue to CLOUDr through the designated support channel.
Provide sufficient information to identify the affected service and approximate outage period.
Submit the Service Credit request within 15 calendar days after the end of the month in which the qualifying downtime occurred.

The request should include:

Customer/account information.
Affected service or service ID.
Date and approximate time of the incident.
Description of the issue.
Relevant logs, screenshots, monitoring information, or other evidence, where available.

CLOUDr may use its own monitoring and infrastructure records to verify the incident.

7. Reporting and Incident Handling

Customers should report service interruptions as soon as reasonably possible after becoming aware of them.

CLOUDr will investigate reported incidents and take commercially reasonable steps to restore affected services.

The time taken to respond to or resolve an incident may depend on:

Severity of the issue.
Type of service.
Hardware or network dependency.
Third-party dependency.
Customer configuration.
Availability of required information.
Nature of the incident.
Security considerations.

Reporting an incident does not itself establish that the incident qualifies as SLA Downtime.

8. Support and Technical Assistance

CLOUDr provides technical support according to the support level applicable to the customer’s service or agreement.

Where a service is advertised or contracted with 24×7 support, support availability does not necessarily mean that every issue will be resolved immediately.

Response and resolution times may vary according to the severity, complexity, service type, and underlying cause of the issue.

For managed server services, available support may include monitoring, patch management, server administration, troubleshooting, security configuration, backup assistance, migration assistance, and related activities according to the selected plan.

9. Planned Maintenance

CLOUDr may perform planned maintenance to:

Upgrade infrastructure.
Replace or upgrade hardware.
Apply security updates.
Improve network performance.
Improve reliability.
Perform system upgrades.
Implement infrastructure changes.
Perform data center or facility maintenance.

Where reasonably practicable, CLOUDr will provide advance notice of planned maintenance.

Planned maintenance performed within the communicated maintenance window is excluded from SLA Downtime.

10. Emergency Maintenance

Emergency maintenance may be performed where immediate action is reasonably necessary to:

Protect customer data.
Address critical security vulnerabilities.
Prevent infrastructure failure.
Respond to cyberattacks.
Resolve critical hardware or network problems.
Protect other customers or CLOUDr infrastructure.

Emergency maintenance is excluded from SLA Downtime where the circumstances reasonably required immediate action.

11. SLA Exclusions

The following events are excluded from SLA Downtime calculations:

11.1 Customer-Related Issues

Incorrect customer configuration.
Customer-installed software.
Customer application failures.
Customer scripts or code.
Customer firewall or security settings.
Customer DNS configuration.
Customer credential issues.
Customer resource exhaustion.
Customer actions or negligence.
Suspension resulting from violation of applicable policies.
Customer-requested maintenance or changes.

11.2 Third-Party Services

Downtime caused by third-party services or infrastructure outside CLOUDr’s reasonable control is excluded.

This may include:

Public cloud providers.
Software vendors.
Domain registrars.
DNS providers.
Internet service providers.
Telecommunications providers.
External APIs.
Third-party security services.
Third-party email platforms.
Other external dependencies.

11.3 Network and Internet Issues

Issues occurring outside CLOUDr’s controlled infrastructure, including problems with a customer’s local internet connection, ISP, public internet routing, or third-party network infrastructure, are excluded.

11.4 Security Incidents

CLOUDr will take reasonable measures to protect infrastructure from cyberattacks and security threats.

However, downtime caused by a major attack, DDoS event, zero-day vulnerability, widespread malware incident, or other security event may be excluded where CLOUDr could not reasonably prevent or immediately mitigate the event.

11.5 Force Majeure

Force Majeure Events are excluded from SLA calculations.

11.6 Legal or Regulatory Action

Service interruptions caused by applicable law, court orders, government action, regulatory requirements, or lawful suspension requests are excluded.

11.7 Account Suspension

Downtime resulting from suspension, restriction, or termination caused by:

Non-payment.
Policy violation.
Acceptable Use Policy violation.
Security abuse.
Fraud.
Unauthorized activity.
Breach of contractual obligations.

is excluded from SLA calculations.

12. Customer Responsibilities

Customers are responsible for:

Maintaining accurate account information.
Protecting account credentials.
Using appropriate security controls.
Maintaining application-level backups where required.
Keeping software and applications appropriately maintained where management is not included.
Maintaining correct DNS and domain configurations.
Providing accurate information during support investigations.
Cooperating with CLOUDr technical teams during troubleshooting.
Following the Acceptable Use Policy and Terms of Service.

Customers using unmanaged infrastructure remain responsible for their operating system, applications, configurations, security, and data unless otherwise stated in their service agreement.

13. Backup and Data Protection

CLOUDr may provide backup and disaster recovery services as separate or managed services.

Backup availability does not automatically constitute a guarantee that every customer file, application, database, or workload can be restored successfully.

Customers are responsible for selecting appropriate:

Backup frequency.
Retention period.
Storage capacity.
Recovery objectives.
Backup scope.
Recovery configuration.

Where Acronis or another third-party backup platform is used, the applicable product terms and service configuration will determine the exact backup and recovery capabilities. CLOUDr currently offers backup and disaster recovery solutions covering servers, endpoints, Microsoft 365, cloud workloads, and related environments.

14. Cloud Platform Services

For services involving AWS, Microsoft Azure, Google Cloud, or other third-party cloud platforms, service availability may depend on the underlying cloud provider.

CLOUDr will provide support for services and configurations that fall within the agreed scope of responsibility.

Third-party cloud provider outages or failures are not treated as CLOUDr-controlled downtime unless the applicable agreement expressly states otherwise.

15. GPU and High-Performance Infrastructure

GPU servers and high-performance computing services are subject to the hardware, network, data center, software, and resource configuration applicable to the customer’s selected service.

GPU availability may depend on hardware inventory and the applicable service configuration.

Hardware replacement, maintenance, or repair may require temporary service interruption and will be handled according to the applicable service arrangement.

16. Managed Server Services

For managed server services, the SLA applies to service availability where specifically included in the customer’s selected plan or agreement.

Managed support activities such as:

Monitoring.
Patch management.
Security configuration.
Software installation.
Server optimization.
Troubleshooting.
Backup assistance.
Migration assistance.

are support activities and do not automatically create a separate uptime guarantee unless expressly stated in the applicable service agreement.

17. Third-Party Product and Software Services

CLOUDr may provide services involving Microsoft 365, Google Workspace, security products, backup platforms, software licenses, APIs, and other third-party technologies.

Availability, functionality, service limits, and warranties for such products may be governed by the relevant third-party provider’s terms.

Where applicable, CLOUDr will assist the customer in coordinating with the third-party provider.

18. Service Credit Limitations

Service Credits:

Apply only to qualifying SLA Downtime.
Apply only to the affected SLA-eligible service.
Are not transferable.
Are not redeemable for cash.
Cannot normally be applied against unrelated services.
Do not compensate for indirect or consequential losses.
Do not cover lost profits, lost revenue, business interruption losses, or loss of anticipated savings.

Service Credits are the customer’s sole and exclusive remedy for failure to meet the applicable availability commitment, except where otherwise required by applicable law or expressly provided in a signed agreement.

19. Credit Processing

Approved Service Credits will normally be applied to a future invoice for the affected service.

If the customer has terminated the affected service before the credit can be applied, CLOUDr may determine whether an alternative credit arrangement is appropriate, subject to the applicable agreement and law.

No cash payment is required for a Service Credit unless expressly agreed in writing.

20. SLA Disputes

If a customer disagrees with CLOUDr’s SLA determination, the customer may submit additional information or evidence for review.

CLOUDr will review the information and communicate the outcome of the review.

Nothing in this clause prevents either party from exercising rights available under the applicable agreement or applicable law.

21. Changes to the SLA

CLOUDr Technologies may update this SLA from time to time to reflect:

Changes to services.
Changes in infrastructure.
New products.
Changes in technology.
Security requirements.
Third-party provider requirements.
Legal or regulatory requirements.
Changes in business practices.

The updated version will be published on the CLOUDr Technologies website.

Unless otherwise required by an applicable agreement or law, continued use of the services after publication of an updated SLA constitutes acceptance of the updated SLA.

22. No Guarantee of Uninterrupted Service

The availability commitment described in this SLA is a service-level target and not a guarantee that services will never experience interruptions.

CLOUDr will use commercially reasonable efforts to maintain service availability and restore eligible services following qualifying incidents.

Certain services may have service-specific SLA terms that supersede or supplement this standard SLA.

23. Relationship With Other Policies

This SLA forms part of the contractual framework governing CLOUDr services.

Customers should also review:

Terms of Service.
Acceptable Use Policy.
Privacy Policy.
Refund Policy.
Master Services Agreement, where applicable.
Order Forms and quotations.
Product-specific service terms.
Applicable third-party provider terms.

24. Contact Information

For SLA-related questions, incident reports, or Service Credit requests:

CLOUDr Technologies
Jaipur, Rajasthan, India

Email: info@gocloudr.com
Phone: +91 820 906 6470

Website: https://gocloudr.com/

25. Acknowledgement

By purchasing or using an SLA-eligible CLOUDr service, the Customer acknowledges that it has read and understood this SLA and agrees to be bound by its applicable provisions.