99.9% Uptime SLA Commitment

1. Scope of the Service Level Agreement

This SLA applies to active server and compute services provisioned through VajraClouds. It guarantees the physical host server hardware, hypervisor daemon, and core datacenter uplink will remain accessible 99.9% of each calendar month (allowing a maximum of 43.8 minutes of unscheduled downtime per month).

2. Planned Maintenance Windows

To apply critical Linux kernel security patches, hypervisor updates, and firmware enhancements, VajraClouds schedules maintenance windows during off-peak Indian hours (typically 03:00 AM – 05:00 AM IST). Customers are notified at least 24 hours in advance via our Discord announcement feed and email alerts. Scheduled maintenance is excluded from downtime calculations.

3. Exclusions from SLA

The following events are not deemed host downtime under this SLA:

• Customer software configuration: Crashes caused by resource exhaustion, corrupt application data, incompatible add-ons, or customer changes to server files.
• Customer Self-Service Actions: Intentional server stops, restarts, or reinstalls triggered from the Client Portal or Pterodactyl console.
• Acts of Force Majeure: Nation-wide telecommunications cable disruptions, war, or utility grid failures outside datacenter control.

4. Service Credit Compensation

If our hardware or network fails to meet the 99.9% threshold in any billing period, affected customers are entitled to receive 1 day of service extension for every 60 minutes of qualifying downtime, credited directly to their next billing renewal invoice upon opening a ticket with our support desk within 7 days of the incident.