Service Level Agreement

1. Uptime Guarantees by Service Tier

Standard Tier - 99.5% Uptime

• Approximately 3.6 hours downtime per month allowed
• Applies to: Shared hosting, basic VPS
• Support: Best effort, business hours
• Credit: 5% monthly fee if SLA breached

Business Tier - 99.9% Uptime

• Approximately 43 minutes downtime per month allowed
• Applies to: Premium VPS, managed hosting
• Support: Priority support, 4-hour response for critical issues
• Credit: 10% monthly fee if SLA breached

Enterprise Tier - 99.99% Uptime

• Approximately 4.3 minutes downtime per month allowed
• Applies to: Dedicated servers, HA clusters
• Support: 24/7 dedicated support, 1-hour response for critical issues
• Credit: 25% monthly fee if SLA breached

Measurement: Uptime is measured monthly from the 1st to the last day of each calendar month. Calculations based on external monitoring systems (Pingdom, UptimeRobot, StatusCake).

2. Downtime and Exclusions

2.1 What Counts as Downtime

Downtime is defined as:

• Total Service Unavailability: Service completely inaccessible (HTTP 5xx errors, connection timeouts)
• Continuous Outage: Downtime lasting 5+ consecutive minutes
• Multiple Monitoring Locations: Confirmed by at least 3 geographically distributed monitoring points

Note: Intermittent connectivity issues lasting less than 5 minutes are not counted as downtime.

2.2 SLA Exclusions (Not Counted as Downtime)

The following are excluded from SLA calculations:

• Scheduled Maintenance: Planned maintenance with 72-hour advance notice (maintenance windows: Sundays 2-6 AM IST)
• Emergency Maintenance: Critical security patches or urgent repairs (best effort 24-hour notice)
• Customer-Caused Outages: Issues caused by customer code, configurations, or resource exhaustion
• Third-Party Failures: ISP outages, DNS failures, CDN issues, upstream provider failures (AWS, Azure, Google Cloud)
• DDoS Attacks: Downtime caused by DDoS or network attacks targeting customer services
• Force Majeure: Natural disasters, war, pandemics, government actions, internet backbone failures
• AUP Violations: Suspension due to Acceptable Use Policy violations or security incidents
• Beta/Preview Services: Services labeled as beta, preview, or trial

2.3 Scheduled Maintenance Windows

Standard Maintenance Window: Sundays, 2:00 AM - 6:00 AM IST (Indian Standard Time)

Notice Period: 72 hours for routine maintenance, 24 hours for urgent security patches

Frequency: Maximum 4 hours per month for Standard/Business tiers, 2 hours for Enterprise

3. Support Response Times

Critical (P1) - Service down, data loss, security breach

• Standard Tier: 8 hours (business hours only)
• Business Tier: 4 hours (24/7 coverage)
• Enterprise Tier: 1 hour (24/7 dedicated support)

High (P2) - Major functionality impaired, performance degraded

• Standard Tier: 24 hours (business hours)
• Business Tier: 8 hours (24/7 coverage)
• Enterprise Tier: 4 hours (24/7 support)

Medium (P3) - Minor issues, workarounds available

• Standard Tier: 48 hours (business hours)
• Business Tier: 24 hours (business hours)
• Enterprise Tier: 12 hours (24/7 support)

Low (P4) - General inquiries, feature requests

• Standard Tier: 72 hours (business hours)
• Business Tier: 48 hours (business hours)
• Enterprise Tier: 24 hours (business hours)

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM IST (excluding Indian public holidays)

24/7 Support: Available for Business and Enterprise tiers (phone, email, live chat, WhatsApp)

4. Service Credits for SLA Violations

4.1 Credit Calculation

If monthly uptime falls below guaranteed levels, you receive service credits:

99.0% - 99.49% uptime:

• Standard Tier: 5% credit
• Business Tier: 10% credit
• Enterprise Tier: 25% credit

95.0% - 98.99% uptime:

• Standard Tier: 10% credit
• Business Tier: 25% credit
• Enterprise Tier: 50% credit

90.0% - 94.99% uptime:

• Standard Tier: 25% credit
• Business Tier: 50% credit
• Enterprise Tier: 100% credit

Below 90.0% uptime:

• Standard Tier: 50% credit
• Business Tier: 100% credit
• Enterprise Tier: 200% credit

4.2 How to Claim Service Credits

1. Request Within 30 Days: Submit credit request within 30 days of month end
2. Provide Evidence: Include monitoring logs, timestamps, error screenshots
3. Email: Send to sla@medhacloud.com with subject "SLA Credit Request - [Account ID]"
4. Review: We review and approve/deny within 15 business days
5. Credit Applied: Approved credits applied to next monthly invoice (or account balance if prepaid)

4.3 Credit Limitations

• No Cash Refunds: Credits are account credits only, not cash refunds
• Maximum Credit: Total credits capped at 200% of monthly service fee
• Credit Expiry: Credits must be used within 12 months
• Non-Transferable: Credits cannot be transferred between accounts
• Termination: Unused credits forfeited upon account termination

5. Additional Performance Metrics

Network Latency

• Asia-Pacific: < 50ms average latency
• USA/Europe: < 150ms average latency
• Jitter: < 10ms variation

Server Response Time

• Standard Tier: < 500ms (P95)
• Business Tier: < 300ms (P95)
• Enterprise Tier: < 100ms (P95)

Data Backup RPO/RTO

• RPO (Recovery Point): 24 hours (daily backups)
• RTO (Recovery Time): 4 hours (Business/Enterprise)
• Backup Retention: 30 days (configurable)

Security Patching

• Critical Security Patches: Within 48 hours
• High Priority Patches: Within 7 days
• Routine Updates: Monthly maintenance window

Note: Performance metrics are best-effort targets, not guaranteed SLA commitments. Actual performance may vary based on location, network conditions, and workload characteristics.

6. Monitoring and Transparency

6.1 Public Status Page

Real-time service status available at: status.medhacloud.com

• Current system status (operational, degraded, outage)
• Incident history and root cause analysis
• Scheduled maintenance notifications
• Subscribe to status updates (email, SMS, Slack)

6.2 Monthly SLA Reports

Business and Enterprise customers receive monthly SLA reports including:

• Actual uptime percentage
• Total downtime minutes (planned vs. unplanned)
• Incident summary and response times
• Performance metrics (latency, response time)
• Service credit calculations (if applicable)

7. Changes to This SLA

We may update this SLA with 60 days' written notice. SLA improvements (higher uptime commitments, faster response times) may take effect immediately. SLA reductions require customer consent for existing contracts or apply only to renewals.

Notification Methods: Email to account owner, notice in customer portal, announcement on status page

8. Contact Information

SLA Support & Credits

SLA Email: sla@medhacloud.com
Status Page: status.medhacloud.com

India Headquarters (Governing Jurisdiction)

Medhacloud Solutions Private Limited
#74, 7th Cross, Krishna Garden
Bengaluru, Karnataka 560083, India
Phone: +91 93536 44646

USA Office

30 N Gould St Ste R, Sheridan, WY 82801
Phone: +1 646 775 2855

Emergency Support:

India: +91 93536 44646 (press "1" for P1 incidents)

USA: +1 646 775 2855

Governing Law: This SLA is governed by the laws of India. Jurisdiction: Courts of Bengaluru, Karnataka, India.