Service Level Agreement

"Service Start Date" means the date we make your environment available and provide access credentials, as defined in the Master Service Agreement.

"Total Hours" means the total number of hours in the relevant calendar month.

"Downtime" means a period during which your Service is wholly unavailable due to a failure within our infrastructure. It is measured from the earlier of the time we detect the failure or the time you raise a Support Ticket, and ends when the Service is restored. Periods listed under Exclusions are not counted.

"Actual Uptime" means (Total Hours − Downtime) ÷ Total Hours, expressed as a percentage for the relevant calendar month.

"Support Ticket" means a request raised through our support channels, which receives a reference number you can use to track it to resolution.

"Service Credit" means a credit applied to your account as described below. It is the sole and exclusive remedy for failure to meet the commitments in this SLA.

We target Actual Uptime of 99.5% per calendar month for VPS and hosting Services, measured at the network level at the boundary of our facility network.

99.5% permits approximately 3 hours 39 minutes of Downtime in a 30-day month. We publish the figure we can operationally stand behind rather than a higher number we could not honour; where we exceed it, the benefit is yours.

This commitment applies to the availability of the environment we provide. It is not a guarantee that your applications, code, database or third-party integrations running inside that environment will function correctly.

Our infrastructure is operated from a facility with redundant power, managed cooling, controlled physical access and connectivity from more than one upstream carrier.

Our own operations and technical staff run the platform, with technical personnel present on a rotational basis so that the facility is attended around the clock. Faults are therefore attended to by our own team rather than passed to a third party.

Physical access to the facility is restricted to authorised personnel. Customers and their representatives do not have physical access to the equipment; where a site visit is genuinely required, it must be arranged with us in advance and is supervised throughout.

We aim to acknowledge Support Tickets within 4 business hours, and to begin work on tickets reporting a total loss of service as soon as we receive them.

Where a fault is traced to failed hardware in our facility, our target is to begin remedial work within 4 hours of the fault being identified, whether identified by our monitoring or reported by you.

These are response targets, not resolution guarantees. Actual resolution time depends on the nature of the fault and on the availability of replacement components, and faults requiring action by an upstream connectivity provider are not within our sole control. We will keep you informed of progress throughout.

Support is reachable at support@krptechsolutions.in and via the contact channels listed on krptechsolutions.in.

Routine maintenance is carried out between 01:00 and 06:00 IST and does not normally exceed two hours. We give at least 48 hours' notice where a maintenance window will interrupt your Service.

Emergency maintenance may be carried out without prior notice where there is a risk to the security, integrity or stability of the platform. We will notify you as soon as reasonably practicable.

We may also require a maintenance window for patching and preventive work. We will agree timing with you in advance wherever possible.

Maintenance carried out in accordance with this section is not counted as Downtime.

The following are not Downtime and do not qualify for a Service Credit:

Scheduled and emergency maintenance carried out in accordance with this SLA.

Faults in your own applications, code, database, plugins, scripts or configuration, including misconfiguration, resource exhaustion caused by your workload, and failed updates you initiate.

Failure of your local network, internet connection, device or any network we do not operate.

DNS delegation or propagation issues outside our control, and faults in domains or DNS you manage elsewhere.

Failures in third-party services you rely on — including payment gateways, Meta's WhatsApp Business API, registrars, and upstream connectivity providers.

Suspension or restriction resulting from breach of the Acceptable Use Policy, non-payment, or a legal or regulatory requirement.

Compromise of your environment through credentials you control, or attacks on your applications, and any action we take to contain a security threat, denial-of-service attack or abuse originating from or targeting your environment.

Force majeure — events beyond our reasonable control, including power or connectivity failure at an upstream provider, natural events, civil disruption or government action.

If Actual Uptime in a calendar month falls below 99.5%, you may claim a Service Credit against that month's recurring fee for the affected Service: 10% where Actual Uptime is at least 99.0% but below 99.5%; 25% where it is at least 98.0% but below 99.0%; and 50% where it is below 98.0%.

Service Credits in any calendar month will not exceed 50% of that month's recurring fee for the affected Service. Credits are calculated on the recurring fee only and exclude setup charges, licences, domains and third-party costs.

Service Credits are applied to your account against future invoices, or as additional service days where a contract is ending. They are not redeemable for cash and are not refundable.

A Service Credit is the sole and exclusive remedy for any failure to meet the commitments in this SLA.

Raise a Support Ticket at the time of the outage — a claim must relate to a ticket, since the ticket is what establishes the start and end of Downtime.

Submit the claim in writing to support@krptechsolutions.in within 30 days of the end of the month in which the Downtime occurred, quoting the ticket reference and the dates and times affected. Claims made after that period cannot be considered.

We will verify the claim against our monitoring records and respond within 15 business days.

Service Credits are available only where your account is current — claims cannot be made while fees are overdue.

Unless a backup service is expressly included in your Order and shown on your invoice, backups are not included with VPS and hosting Services, and you are responsible for taking and testing your own backups of everything you host with us.

We are not liable for loss, deletion or corruption of your data or files. Please do not assume a recoverable copy exists on our side — if backups matter to your business, arrange them explicitly, either as a contracted add-on with us or independently.

We state this plainly because it is the single most common cause of serious customer loss, and we would rather you have your own backups than discover the gap after an incident.

VPS plans state the RAM, vCPU, storage and bandwidth allocated to your instance. Plans operate on shared physical infrastructure, and CPU performance may vary with overall platform load.

Each VPS is provided with its own dedicated IPv4 address. Additional IP addresses are subject to availability and may carry a charge.

Bandwidth quotas are measured on outbound traffic. Where a quota is exceeded, we will normally reduce port speed rather than suspend the Service.

We may update this SLA as our platform and infrastructure change. Where a change reduces a commitment, we will give reasonable prior notice and it will take effect at your next renewal rather than mid-term.