CloudPe by Leapswitch Service Level Agreement (SLA)
This CloudPe Service Level Agreement (“SLA”) outlines the terms and conditions for the availability and performance of services provided by CloudPe. It applies to all Customers using CloudPe services. In case of any inconsistency between this SLA and the Terms of Service (“Terms”), this SLA will take precedence, but only to the extent of such inconsistency. Any capitalized terms not defined in this document shall have the meanings assigned in the Terms of Service.
Thank you for reading this post, don't forget to subscribe!Commitment to Service Availability
CloudPe strives to ensure maximum service availability for all Customers. The availability of each service category, as listed below, is measured monthly and is subject to the respective Minimum Uptime Commitment. If CloudPe fails to meet the monthly uptime target for any service, Customers will be eligible for Service Credits as detailed in this SLA.
Service Minimum Uptime
| Service | Minimum Uptime |
|---|---|
| Virtual Machines | 99.9% |
| GPU Compute Instances | 99.9% |
| Block Storage | 99.9% |
| Object Storage | 99.95% |
| Backup Services | 99% |
| Public Network | 99.9% |
| Private Network | 99.95% |
The Monthly Uptime Percentage is calculated by deducting the percentage of total minutes in a month when a CloudPe service was unavailable from 100%. Periods of unavailability due to Exclusions (as defined below) will not be factored into this calculation.
Issuance of Service Credits
Service Credits are provided as a percentage of the total charges incurred for the affected CloudPe service in the impacted month, excluding one-time fees. The following table specifies the applicable credit percentage based on the Monthly Uptime Percentage:
Monthly Uptime Service Credit
| Monthly Uptime | Service Credit |
|---|---|
| Less than 99.9% but ≥ 99.0% | 5% |
| Less than 99.0% but ≥ 95.0% | 10% |
| Less than 95.0% | 20% |
How to Request a Service Credit
- Customers must submit a support request via the CloudPe Control Panel within 60 calendar days of the incident. CloudPe will verify the reported downtime, and if it confirms that the Monthly Uptime Percentage for the requested service fell below the commitment, CloudPe will issue a Service Credit within 45 days of confirmation.
- Service Credits are applied as a credit note to the Customer’s billing account for future invoices of the same service. If the service agreement is terminated before credit issuance, the credit will be void.
- Customers are ineligible for Service Credits if:
- They have overdue invoices at the time of the incident.
- They were in breach of the Terms of Service at the time of the incident.
- The service disruption resulted from the Customer’s failure to meet their security obligations.
- Service Credits are the exclusive remedy for service interruptions and related claims. Under no circumstances will the total Service Credits in any given month exceed the total monthly charge for the impacted CloudPe service.
Exclusions from Service Availability Metrics
A CloudPe service is considered “Unavailable” if it lacks external connectivity. However, the following circumstances will not be considered unavailability for the purposes of calculating Monthly Uptime Percentage:
- Scheduled maintenance or low-impact maintenance activities.
- Service interruptions caused by the Customer’s misuse or misconfiguration.
- Failures arising from the Customer’s infrastructure, equipment, software, or third-party services outside CloudPe’s direct control.
- Downtime due to the use of third-party services or software.
- Disruptions caused by upstream providers, including telecommunications or internet service providers.
- Network attacks (DDoS, hacking, malware) where no feasible solution exists at the time.
- Force Majeure events, including but not limited to natural disasters, government actions, and other circumstances beyond CloudPe’s reasonable control.
CloudPe will make reasonable efforts to notify Customers in advance of scheduled maintenance or emergency maintenance. However, if emergency maintenance does not exceed three (3) hours in a given month, it will be treated as scheduled maintenance.
Agreement Acceptance
By using CloudPe services, the Customer acknowledges and agrees to the terms outlined in this SLA. This document is the exclusive agreement regarding service levels, and no other warranties or representations apply unless explicitly provided in the Terms of Service.
This SLA is effective as of 1st October 2024 and applies to all CloudPe Customers.
Leapswitch Networks Private Limited
410, Spectra, Paud Road, Pratik Nagar, Kothrud, Pune - 411038
Email: [email protected]
Phone: +91 95952 33556