Service level agreement
Effective date: 27 July 2026. This agreement states the network availability Advika Data Center Services Pvt. Ltd. commits to, what counts as downtime, what does not, and the service credits available when we fall short.
This agreement forms part of the terms of service and applies to cloud VPS and dedicated server services. Where an individually signed enterprise agreement states different terms, that agreement takes precedence.
1. Availability commitment
We commit to 99.9% network availability per calendar month, measured at the edge of our network. Over a thirty-day month, that permits approximately forty-three minutes and fifty seconds of qualifying unavailability.
2. What availability means
A service is available when our network accepts and routes traffic to the port serving it, and when the host platform on which it runs is operating. Availability is measured from our monitoring systems at the network edge. It is not measured from your location, because the path between you and the facility includes networks that are not ours.
3. What counts as downtime
- Complete loss of network reachability to the service caused by our network or hardware.
- Failure of the physical host, storage subsystem or hypervisor supporting the service.
- Facility power or cooling failure affecting the equipment your service runs on.
- Unplanned outage of a core routing or switching component in our path.
Downtime is counted in whole minutes from the moment a verified support ticket is opened, or from the moment our monitoring records the fault, whichever is earlier. It ends when service is restored.
4. What does not count as downtime
- Scheduled maintenance notified at least forty-eight hours in advance, and emergency maintenance required to preserve security or stability.
- Anything caused by your own operating system, applications, scripts, control panel, firewall rules or configuration.
- Exhaustion of resources on your plan, including CPU, memory, disk or bandwidth limits being reached.
- Suspension under the terms of service or the acceptable use policy, including non-payment.
- Attack traffic exceeding the mitigation scope of the protection tier purchased.
- Failures in networks we do not operate, including your access provider and intermediate transit outside our control.
- Third-party software, licensing and control panel defects.
- Force majeure, including natural disaster, fire, civil disturbance, government action and utility failure beyond the facility’s protected supply.
- Periods during which you prevent us from diagnosing or resolving the fault.
5. Service credits
Where verified monthly availability falls below the commitment, a credit is applied against a future invoice for the affected service, calculated on that service’s monthly fee.
| Verified monthly availability | Approximate downtime | Credit |
|---|---|---|
| 99.9% or above | Up to 43 minutes | None — commitment met |
| 99.0% to 99.89% | 43 minutes to 7.2 hours | 10% of monthly fee |
| 97.0% to 98.99% | 7.2 to 21.6 hours | 25% of monthly fee |
| 95.0% to 96.99% | 21.6 to 36 hours | 50% of monthly fee |
| Below 95.0% | More than 36 hours | 100% of monthly fee |
6. Claiming a credit
- Credits are not automatic. You must claim them.
- Send the claim to [email protected] within thirty days of the end of the month in which the downtime occurred.
- Include the service identifier, the dates and times of the outage with time zone, the support ticket reference, and any monitoring evidence you hold.
- The account must be in good standing, with no overdue invoices.
- Claims are assessed against our monitoring records, which are the reference source where accounts differ.
7. Limits on credits
Total credits in any calendar month cannot exceed one hundred percent of that month’s fee for the affected service. Credits apply to future invoices, are not exchangeable for cash, do not carry over beyond twelve months, and are the sole and exclusive remedy for failure to meet the availability commitment.
8. Support response
The network operations function operates twenty-four hours a day, every day. Target first-response times, measured from ticket creation:
| Severity | Description | Target first response |
|---|---|---|
| Critical | Service completely unreachable or facility-level fault | 30 minutes |
| High | Severe degradation, partial loss of function | 2 hours |
| Normal | Non-blocking fault or configuration issue | 8 hours |
| Low | Question, information request or scheduled change | 24 hours |
These are response targets, not resolution targets. Resolution time depends on the nature of the fault. Response targets are not covered by service credits.
9. Scheduled maintenance
Planned maintenance is normally carried out during low-traffic windows and is notified at least forty-eight hours ahead to the registered account contact. Emergency maintenance required to address a security or stability risk may be performed with shorter notice, or none where the risk is immediate.
10. Backups
This agreement covers availability. It does not cover data. Backup responsibility is set out in the backup policy, and unless a managed backup service is expressly included in your order, maintaining recoverable copies of your data is yours.
11. Changes
We may revise this agreement. Where a change materially reduces a commitment, existing customers are notified at least thirty days in advance through the registered account contact.
Open a ticket in the client portal or contact [email protected] · +91 98297 14343. Opening a ticket starts the downtime clock, so raise it first and investigate second.