This SLA applies to all infrastructure services hosted at the CtrlS Tier IV datacenter in Hyderabad by Soundarya Infotech Pvt Ltd (“ServerGurus”).
Uptime Commitment
| Service | Uptime commitment |
|---|---|
| Network Uptime | 99.995% |
| Power Uptime | 99.995% |
| Bare Metal Hardware | 99.9% |
| Cloud VPS | 99.9% |
Service Credits
| Monthly uptime achieved | Credit |
|---|---|
| 99.9% – 99.99% | No credit |
| 99.0% – 99.9% | 10% monthly credit |
| 95.0% – 99.0% | 25% monthly credit |
| Below 95.0% | 50% monthly credit |
Exclusions
This SLA does not cover: scheduled maintenance (communicated 48 hours in advance), force majeure events, customer-caused outages, third-party service failures, or DDoS attacks exceeding our mitigation capacity.
Data Loss & Security Events
This SLA covers infrastructure availability only. It does not cover, and no service credits apply to, data loss, corruption, or inaccessibility, nor security incidents including malware, ransomware, intrusion, or data exfiltration, regardless of cause. Maintaining independent backups and securing your own environment remain your responsibility. Availability credits are your sole and exclusive remedy for a covered outage and do not constitute compensation for data loss or business interruption.
Claiming Credits
Submit credit requests to [email protected] within 30 days of the incident. Include your account details and the affected time period. Credits are applied to your next invoice and do not exceed 50% of monthly fees.
Support Response Times
| Priority | Response time |
|---|---|
| Critical (service down) | 15 minutes |
| High (degraded performance) | 1 hour |
| Normal (general request) | 4 hours |
| Low (information request) | 24 hours |