Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) is made between CloudMinister (“Service Provider”) and the Customer (“Customer") engaging CloudMinister’s web hosting, cloud, VPS, or dedicated server services. The purpose of this SLA is to define the levels of service the Customer can expect and the measures CloudMinister will take to deliver reliable, quality hosting services.

By subscribing and using CloudMinister’s services, the Customer agrees to the terms outlined herein. This SLA forms part of the overall Terms and Conditions of service.

2. Definitions

• Customer: The individual or company receiving Services from CloudMinister.
• Services: Hosting, cloud, VPS, and dedicated server services provided by CloudMinister.
• Uptime: The total time within a calendar month the Services are operational and accessible online.
• Downtime: Periods when Services are unavailable due to unplanned outages, excluding scheduled maintenance.
• Scheduled Maintenance: Pre-notified maintenance windows where service may be interrupted for upgrades or repairs.
• Service Credits: Compensation in the form of fee credits awarded to a Customer for failure to meet uptime targets.

3. Scope of Services

CloudMinister provides:

• Web hosting solutions suitable for personal sites, businesses, and enterprises.
• VPS and cloud servers with scalable resource allocations.
• Dedicated server hosting for mission-critical applications.
• Infrastructure and network monitoring to maintain service health.
• Technical support responsive 24/7 to Service incidents.

Details of Customer-specific service configurations and packages are provided in the individual service agreements or order documentation.

4. Service Availability Commitment

CloudMinister commits to providing a minimum monthly Uptime of 99.9% for all hosting and cloud services.

Monthly uptime is measured over the total minutes in the calendar month.

Downtime excludes scheduled maintenance, emergency maintenance, Customer-caused outages, or force majeure events.

Maximum allowable downtime per month under this SLA is approximately 43.8 minutes.

5. Scheduled Maintenance

• Scheduled maintenance will be communicated to Customers at least 24 hours in advance via email or service dashboard notifications.
• Maintenance windows are generally scheduled during off-peak hours to minimize disruption.
• Downtime due to scheduled maintenance is not considered downtime for SLA uptime calculations.

6. Monitoring and Reporting

• CloudMinister uses automated monitoring tools to track uptime and service health continuously.
• Incident detection and diagnosis occur in real-time to enable quick response and resolution.
• Customers can review monthly uptime reports via the service dashboard or by request from support.

7. Remedies for Service Interruptions

If CloudMinister fails to meet the guaranteed 99.9% uptime in any calendar month, Customers may claim Service Credits as compensation according to the following table:

• 99.9% and above: 0% of Monthly Fee
• 99.0% to 99.89%: 10% of Monthly Fee
• 95.0% to 98.99%: 25% of Monthly Fee
• Below 95.0%: 50% of Monthly Fee

Service credits are applied only to the next monthly invoice.

To claim, Customers must submit a support ticket within 30 days of the outage event with incident details.

Service credits are the sole remedy available under this SLA; CloudMinister is not liable for any other damages or losses.

8. Exclusions / Limitations of SLA

This SLA and any service credits do not apply in case of:

• Customer-caused outages or service impact including configuration errors, third-party software, or misuse.
• Scheduled maintenance downtime or emergency maintenance required for security or critical fixes.
• Failures caused by factors beyond CloudMinister’s reasonable control including but not limited to Acts of God, internet disruptions beyond CloudMinister network, denial-of-service attacks, or government actions.
• Network issues originating from the Customer side or end-user devices.

9. Customer Responsibilities

• Use services in compliance with CloudMinister’s Acceptable Use Policy.
• Implement recommended security measures and patch third-party software.
• Report service interruptions promptly through the official support channels.
• Provide accurate and timely information to assist in troubleshooting.

10. Support and Incident Management

• CloudMinister provides 24/7 access to support through the web ticketing system, email, and phone.
• Incident response and communication will follow defined severity levels and response time objectives as per the service agreement.
• Customers will receive updates until resolution or workaround is implemented.

11. Change Management

CloudMinister reserves the right to modify this SLA from time to time.

Changes will be communicated to Customers in advance via email or customer portal notifications.

Continued use of services after notification constitutes acceptance of updated SLA terms.

12. Term and Termination

This SLA is effective as long as the Customer maintains active service subscriptions with CloudMinister.

Termination or suspension of services will comply with the Terms and Conditions.

13. Confidentiality and Data Protection

CloudMinister commits to maintaining confidentiality of Customer data.

Data protection complies with relevant laws and regulations applicable to CloudMinister operations.

14. Liability Disclaimer

The remedies in this SLA are exclusive.

CloudMinister excludes liability for indirect, incidental, consequential, or punitive damages related to service outages.

Customers agree the maximum liability is limited to the amount of the monthly fees paid for the affected service.

15. Contact Information

For SLA claims, support, or inquiries, please contact CloudMinister support at:

• Email: support@cloudminister.com
• Phone:+918447755312
• Support Portal: https://cloudminister.com/support