India Infrastructure SLA — RackVolt Cloud

1Who this covers

This SLA is offered by RackVolt Cloud Solutions Pvt Ltd ("RackVolt", "we") to customers who purchase services delivered from our India region under a written RackVolt agreement or an accepted RackVolt custom quote (the "Agreement").

Scope matters. This SLA applies to contracted India-region services. It does not apply to self-service plans bought from a brand catalogue without a written agreement, to free trials, or to services labelled beta or preview. If you are not sure which applies to you, ask us before you order and we will tell you in writing.

Where one of our brands — DigiRDP, RyzenRDP, VostRDP or Ekire — is the seller of record, RackVolt is the party giving this commitment and the party against which a credit is claimed.

2What we commit to

We commit to 99.99% Network and Infrastructure Availability per calendar month, measured per service.

Network and Infrastructure Availability: The ability of your service to send and receive network traffic between its host and RackVolt's border network, together with the availability of the power, cooling, hypervisor and storage layer on which it runs.
Unavailability: Any full minute in which your service cannot send or receive network traffic for reasons within RackVolt's control, as recorded by our monitoring. Partial minutes are not counted. Excluded Downtime under section 5 is not counted.
Monthly Availability: (Total minutes in the month − Unavailable minutes) ÷ Total minutes in the month, expressed as a percentage to two decimal places.

What this does not cover. This is an availability commitment for the infrastructure we operate. It is not a commitment about anything running inside your instance — your operating system, your applications, your configuration, your updates or your own reboots. 99.99% of a month is about 4 minutes 23 seconds of allowable Unavailability.

3Service credits

If Monthly Availability for a service falls below 99.99%, you may claim a service credit calculated as a percentage of the fees paid for that service for that month:

Monthly Availability	Allowable downtime exceeded	Service credit
Below 99.99%, at or above 99.9%	more than ~4m 23s	10%
Below 99.9%, at or above 99.0%	more than ~43m 50s	25%
Below 99.0%, at or above 95.0%	more than ~7h 18m	50%
Below 95.0%	more than ~36h 30m	100%

Credits are applied against future invoices for the affected service. They are not a cash refund, are not transferable, and have no value outside your account with us. The total credit for any one service in any one month will not exceed 100% of that service's monthly fee.

Service credits are the sole and exclusive remedy under this SLA. Where the Agreement sets a broader remedy, the Agreement governs.

4How to claim

Send a claim to [email protected] with the subject line "SLA credit claim", within 30 days of the end of the month in which the Unavailability occurred. Include:

your account identifier and the affected service;
the dates and times of each period of Unavailability, with your timezone;
any supporting evidence you hold — monitoring output, traceroutes, timestamped error logs.

We will acknowledge your claim and respond with our determination, including the availability figure from our own monitoring, within 15 business days. Where our records and yours disagree, our monitoring records govern, and we will share the relevant extract with you so you can see the basis of the decision. A claim submitted after the 30-day window will not be eligible.

5Excluded downtime

The following do not count as Unavailability and do not qualify for credit:

Scheduled maintenance carried out in a published window, for which we gave you at least 48 hours' notice. We aim to schedule maintenance between 00:00 and 04:00 IST.
Emergency maintenance needed to preserve the security or integrity of the platform, where delay would create a greater risk. We will tell you as soon as practicable.
Anything caused by your own software, operating system, configuration or content, including reboots you initiate, resource exhaustion inside your instance, and exceeding the resources of your plan.
Suspension or termination in accordance with the Agreement or our acceptable use policy, including for non-payment.
Failures of networks or equipment outside RackVolt's control, including your own connectivity, last-mile providers, and the public internet beyond our border network.
DNS not operated by RackVolt, and third-party services you choose to depend on.
Denial-of-service attack volume that exceeds the mitigation capacity stated in your Agreement. Attacks within that capacity are not excluded.
Force majeure — events beyond our reasonable control, including natural disaster, war, civil disturbance, governmental action, and failure of a public utility at the facility.
Services in beta, trial or preview, and any service provided free of charge.

6Measurement and transparency

Availability is measured by RackVolt's monitoring from outside the affected host. On request, we will tell you what we monitor and how often. We will not reduce the commitment in this SLA for an existing contract term without your agreement; where we change this SLA for future terms, the version in force on the day your term began continues to apply until renewal.

Logs relevant to an availability incident are retained for 180 days.

7Other regions

This document covers our India region only. Services in other regions are provided on the terms published by the selling brand, which may state an availability target rather than a commitment with credits. Ask us in writing if you need a comparable commitment for another region, and we will tell you whether we can give one.

8Questions and contact

RackVolt Cloud Solutions Pvt Ltd · CIN U63999BR2024PTC068951 · GSTIN 10AANCR5738G1ZC
Email [email protected]

See also our Data Processing Agreement and compliance overview.