SERVICE LEVEL AGREEMENT (SLA)
Version: 1.0
Effective Date: 02 July 2026
1. Purpose
This Service Level Agreement ("SLA") defines the service commitments, performance objectives, support response targets, maintenance practices, and service credit framework applicable to the services provided by ServerSage CloudTech Pvt. Ltd. ("ServerSage").
This SLA forms part of the ServerSage Terms of Service unless superseded by a separate written agreement.
2. Services Covered
This SLA applies to the following services unless otherwise agreed in writing:
- Virtual Private Servers (VPS)
- Windows VPS
- Linux VPS
- Dedicated Servers
- GPU Servers
- Private Cloud
- Public Cloud
- Business Email Hosting
- Backup as a Service
- Disaster Recovery
- Managed Services
- Microsoft 365 Management
- Google Workspace Management
- Colocation
- Infrastructure Monitoring
3. Service Availability
ServerSage targets high availability for its infrastructure.
Service
Target Availability
- VPS Hosting
- 99.95%
- Dedicated Servers (Network)
- 99.95%
- Cloud Hosting
- 99.95%
- Business Email Hosting
- 99.90%
- Backup Services
- Best Effort
- Managed Services
- As per Purchased Plan
Availability excludes maintenance windows, force majeure events, upstream provider failures, customer actions, and events beyond ServerSage's reasonable control.
4. Planned Maintenance
To maintain security and performance, ServerSage may perform planned maintenance.
- Maintenance will generally be scheduled during low-usage periods.
- Customers will normally receive advance notice where practical.
- Planned maintenance does not count toward uptime calculations.
5. Emergency Maintenance
ServerSage may perform emergency maintenance without prior notice where necessary to:
- Address critical security vulnerabilities
- Prevent service disruption
- Replace failed hardware
- Respond to cyber security incidents
- Protect customer data
- Comply with legal or regulatory requirements
6. Incident Priority Levels
Priority
Description
Example
- P1
- Critical
- Complete service outage affecting production
- P2
- High
- Significant degradation with no acceptable workaround
- P3
- Medium
- Partial functionality affected
- P4
- Low
General assistance, configuration requests, information requests
7. Support Response Targets
Priority
Initial Response Target
- P1
- Within 30 minutes
- P2
- Within 1 hour
- P3
- Within 4 business hours
- P4
- Within 1 business day
Response targets represent the time to acknowledge a request, not necessarily the time to resolve it.
8. Resolution Targets
Resolution times depend on the nature of the issue, customer cooperation, third-party dependencies, hardware availability, and software vendors.
ServerSage will use commercially reasonable efforts to resolve incidents promptly.
9. Hardware Replacement
For Dedicated Servers or Colocation services managed by ServerSage:
- Failed memory modules
- Hard drives / SSDs
- Network interface cards
- Power supplies
- Motherboards
- CPUs (where applicable)
will be replaced as soon as reasonably practicable, subject to hardware availability.
10. Backup Services
Where Backup as a Service has been purchased:
- Backups will be performed according to the selected backup plan.
- Customers are responsible for validating backup integrity.
- Restoration requests should be tested periodically.
Backups reduce risk but do not eliminate the possibility of data loss.
11. Customer Responsibilities
Customers are responsible for:
- Maintaining licensed software
- Protecting account credentials
- Applying application updates (unless managed)
- Reporting incidents promptly
- Maintaining independent backups where managed backup services have not been purchased
- Cooperating during troubleshooting
12. Service Credits
Where ServerSage fails to meet applicable uptime commitments due solely to reasons within its control, customers may be eligible for service credits.
Service credits:
- Are applied to future invoices.
- Have no cash value unless required by law.
- Must be requested within 30 days of the relevant incident.
- Are subject to verification.
13. SLA Exclusions
The following are excluded from SLA calculations:
- Scheduled Maintenance
- Emergency Maintenance
- Force Majeure Events
- Customer Misconfiguration
- Customer Software Failures
- Third-party Software Issues
- Internet Backbone Failures
- DNS Provider Failures
- Domain Registrar Issues
- DDoS attacks beyond contracted mitigation capabilities
- Customer Security Breaches
- Hardware or software supplied by the customer
14. Force Majeure
ServerSage shall not be liable for SLA failures resulting from events beyond its reasonable control, including natural disasters, war, terrorism, pandemics, labour disputes, power failures, governmental actions, or failures of upstream providers.
15. Changes to the SLA
ServerSage may revise this SLA periodically.
Updated versions will be published on the website with a revised effective date.
Continued use of the Services constitutes acceptance of the updated SLA.
16. Contact Information
Support: support@serversage.com
Legal: legal@serversage.com
Website: https://www.serversage.com
Business Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST
Critical Technical Support: 24×7
17. Governing Law
This SLA shall be governed by the laws of India.
Any disputes relating to this SLA shall be subject to the exclusive jurisdiction of the competent courts located in Mumbai, Maharashtra.