Service Level Agreement

SkyRainCloud.in is committed to providing enterprise-grade infrastructure. We provide a 99.9% uptime guarantee across our entire service portfolio, including Minecraft Hosting, VPS, VDS, Dedicated Servers, Windows RDP, and Web Hosting. Definition of Downtime: Downtime is defined as a continuous service failure (loss of network connectivity or power) lasting more than 5 consecutive minutes. All downtime must be verified by the Company's internal monitoring systems to qualify for compensation. - Network Availability: 99.9% network uptime guarantee excluding scheduled maintenance. - Hardware Availability: 99.9% hardware availability for core host nodes. - Redundancy: We utilize redundant power and network uplinks to minimize single points of failure.

To ensure optimal performance and security, we perform periodic maintenance: - Standard Maintenance: Scheduled during off-peak hours with at least 24 hours of prior notice. - Emergency Maintenance: Performed when critical security patches or hardware failures occur. We aim to provide as much notice as possible, though immediate action may be required. - Scheduled outages for maintenance do not count against the uptime guarantee.

If the 99.9% uptime guarantee is not met due to verified infrastructure failure, customers may be eligible for service credits at the Company's sole discretion. Discretionary Credits: - Service credits are not automatic and are provided as a gesture of goodwill at SkyRainCloud’s sole discretion. - Customers are not guaranteed credits even if uptime falls below 99.9%. - Approved credits are calculated as follows: - 99.5% to 99.9% Uptime: Up to 5% service credit on the monthly fee. - 99.0% to 99.5% Uptime: Up to 10% service credit on the monthly fee. - Below 99.0% Uptime: Up to 25% service credit on the monthly fee. Pro-Rated Refund Policy: Alternatively, should a critical infrastructure failure persist, customers may request a pro-rated refund for the remaining subscription period. - Infrastructure Services (VPS/VDS/Dedicated/RDP/Web): Refund is calculated based on remaining billing cycle days, minus fixed setup/IP costs. - Game Hosting: A full pro-rated refund for the remaining days of the billing cycle. 3.3 Service Extension Compensation In the event of verified downtime, customers may be eligible for a service extension as an alternative to credits or refunds, strictly at the Company's discretion: - Extension Logic: The service expiry date will be extended by a duration equal to the verified downtime period. - Mandatory Condition: To be eligible, the customer MUST request the service extension via a support ticket while the downtime or incident is actively occurring. Requests submitted after the issue has been resolved will not be honored. - Restrictions: Extensions are non-transferable, possess no monetary value, and cannot be converted into cash or account credits. Procedure: All credit/refund/extension requests must be submitted through the official Client Area within the active incident period (for extensions) or within 7 days (for credits/refunds). Approved adjustments are processed within 3-5 business days.

The 99.9% uptime guarantee and associated compensations do NOT apply to: - Customer-Side Faults: Incorrect configuration, ISP failures, or local network issues. - Website/App Failure: Script errors, database misconfiguration, or plugin conflicts (Web Hosting). - RDP/OS Issues: User-side instance overload, guest OS corruption, or RDP credential loss. - High-Scale Attacks: DDoS attacks that exceed our mitigation infrastructure capacity. - Force Majeure: Natural disasters, war, government intervention, or global transit failures. - Policy Violations: Account suspensions or terminations resulting from breaches of the TOS or FUP. - Limitation of Liability: Under no circumstances shall the Company's liability under this SLA exceed the customer's payment for the last single billing cycle.

In case of service interruptions: 1. Check our Status Page (status.skyraincloud.in) for ongoing incidents. 2. Open a Support Ticket in the Client Area. 3. If the issue is not resolved within the expected timeframe, request an escalation via the ticket. Our technical team is available 24/7 to address critical outages.

This SLA applies strictly to the underlying infrastructure, including host machine hardware, network connectivity, and core virtualization layers: - Exclusions: We do not provide performance or uptime guarantees for any user-installed software, site scripts, or third-party operating systems. - Administrative Boundaries: Issues arising from user-defined settings, website code optimizations, or database management are the sole responsibility of the customer. - Non-Managed Status: Unless a specific Managed Service agreement is active, all service configuration and maintenance are customer-managed and excluded from SLA terms.