99.99% Network Uptime Service Level Agreement (SLA)
Cloudlelo delivers enterprise-grade infrastructure reliability backed by binding financial guarantees. If we fail to meet our contractual availability commitments, you receive automated billing credits.
99.99% Network Uptime
Multi-homed BGP network transit through Tier-1 carriers, NIXI, and Extreme IX guarantees continuous packet delivery across Indian and international routes.
2-Hour Hardware Replacement
On-site datacenter engineers in Noida, Mumbai, and Bengaluru diagnose and swap any failed bare-metal component within two hours of ticket verification.
15-Min Emergency NOC SLA
Round-the-clock Level-3 certified systems engineers acknowledge and initiate triage on critical infrastructure incidents in under 15 minutes.
1. Network Availability & Credit Schedule
Network availability is calculated monthly across all customer compute instances and dedicated server ports. Scheduled maintenance notified at least 72 hours in advance is excluded.
| Monthly Uptime Percentage | Allowable Downtime | Reimbursement Service Credit |
|---|---|---|
| 99.90% - 99.99% | < 43 minutes / month | 10% Monthly Service Credit |
| 99.00% - 99.89% | 43m - 7h 18m / month | 25% Monthly Service Credit |
| 95.00% - 98.99% | 7h 18m - 36h / month | 50% Monthly Service Credit |
| < 95.00% | > 36 hours / month | 100% Monthly Service Credit (Full Month Refund) |
2. Dedicated Bare Metal Hardware SLA
Cloudlelo maintains identical on-site replacement inventory in all Tier-III and Tier-IV facility cages. Our certified data center technicians adhere to strictly audited response windows:
Processor / CPU & Motherboard
2 HoursInstant physical diagnosis and motherboard/CPU swap from on-site cold spares.
ECC DDR4 / DDR5 RAM Module
60 MinutesDefective ECC memory replacement verified by on-site automated memtest suites.
Hot-Swap Enterprise NVMe / SATA SSD
60 MinutesHot-plug replacement without taking RAID storage volume offline.
Redundant A+B Power Supply (PSU)
30 MinutesZero-downtime hot-swap replacement powered by secondary active electrical feed.
3. Network Packet Delivery & Latency Benchmarks
Direct interconnection with National Internet Exchange of India (NIXI) and Extreme IX peering points ensures domestic packet hops bypass congested transit carriers:
| Network Route | Round-Trip Latency SLA | Compliance Status |
|---|---|---|
| Noida Datacenter <-> Delhi Peering Core | < 2 ms | Verified |
| Mumbai Datacenter <-> NIXI Mumbai Core | < 1.5 ms | Verified |
| Bengaluru Tech Hub <-> Chennai Coastal Station | < 6 ms | Verified |
| Pan-India Metropolitan Transit (NIXI / Extreme IX) | < 25 ms | Guaranteed |
How to Submit an SLA Credit Claim
To request service credits under this SLA, submit a support ticket via your client control portal within thirty (30) calendar days of the qualifying incident. Include traceroute logs, ping telemetry, or HTTP status logs documenting the outage. Approved credits are automatically deducted from your following month's invoice.