Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") outlines the performance commitments provided by Singinn Software Pvt. Ltd. for its Cloud VPS, Bare Metal hosting, Dedicated servers, and Colocation clients.

We operate out of Tier III certified data center facilities with N+1 or 2N infrastructure redundancy, which enables us to offer our clients robust, enterprise-grade availability guarantees. If we fail to meet the standards defined in this SLA, clients are eligible to receive service credits on their next billing cycle as outlined below.

2. Network Uptime Guarantee

We guarantee 99.99% network availability in any given calendar month. Network availability is defined as the functioning of our switches, routers, cabling, and upstream carrier uplinks to route packets successfully from our border routers to your hosted nodes.

Network downtime is measured from the moment a client opens a high-priority support ticket in our portal at portal.singinn.in indicating severe packet loss or route failures, and is terminated when packet routing is restored to full operational capacity.

3. Service Credits Table

If our monthly network uptime falls below our 99.99% guarantee, you will be credited a percentage of your monthly recurring subscription fee according to the table below:

Note: The maximum total service credit issued to a client in any single billing cycle shall not exceed 100% of the monthly recurring charge for the affected server.

4. Hardware Replacement SLA

For Dedicated and Bare Metal server clients, we guarantee the functionality of all server hardware components, including CPUs, RAM modules, NVMe/SSD drives, motherboards, NICs, and power supply units.

• 4-Hour Replacement: In the event of a physical component failure, our on-site smart-hands technicians will isolate the fault and replace the damaged component within 4 hours of fault identification.
• SLA Credits: If hardware replacement exceeds the 4-hour window from the moment the ticket is marked as hardware-faulted by our team, we will issue a credit of 5% of the monthly server cost for each additional hour of downtime, up to a maximum of 50%.

5. Power & Cooling SLA

Our Tier III facilities provide redundant power paths and environmental control loops:

• 100% Power Availability: We guarantee 100% continuous power delivery to all colocation racks and physical server bays utilizing 2N UPS configurations and automatic transfer switches (ATS) paired with multiple backup diesel generators.
• Precision Cooling: We guarantee an ambient cold-aisle temperature between 18°C and 22°C (64.4°F to 71.6°F) and relative humidity between 40% and 60% maintained by N+1 CRAC units.

6. Credit Claim Process

To submit an SLA credit claim, clients must adhere to the following procedure:

• The claim must be submitted via a Billing/Support ticket in the client portal at portal.singinn.in within 7 business days of the downtime incident.
• The ticket must contain the affected server ID/IP address, timestamps of the outage, traceroutes, ping logs (if applicable), and references to your original support ticket.
• Our billing and NOC departments will audit the logs and issue the credit directly to your account balance within 5 business days of validation. Credits are non-transferable and cannot be converted to physical cash refunds.

7. SLA Exclusions

Clients are not eligible for service credits if downtime results from any of the following occurrences:

• Scheduled maintenance windows or emergency patching announced at least 24 hours in advance.
• Failures caused by client-administered software, operating systems, misconfigured local firewalls, or custom scripts.
• Suspension or termination of services due to billing arrears, AUP violations, or outbound spamming.
• Force Majeure events, including natural disasters, warfare, global internet routing disruptions, fiber cuts outside our local loop, or government orders.
• Volumetric DDoS attacks that exceed the bandwidth/scrubbing limits contracted by the client.