Service Level Agreement

SkyRainCloud.in strives to maintain the highest levels of service availability. We provide a 99.9% uptime guarantee on all hosting services. - Network Availability: We guarantee a 99.9% network uptime. - Hardware Availability: We guarantee 99.9% hardware availability for our servers. - Service Availability: Our goal is to ensure your services remain accessible at all times.

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 we fail to meet our 99.9% uptime guarantee, customers may be eligible for service credits or a pro-rated refund as detailed below: Service Credits: - 99.5% to 99.9% Uptime: 5% service credit on the monthly fee. - 99.0% to 99.5% Uptime: 10% service credit on the monthly fee. - Below 99.0% Uptime: 25% service credit on the monthly fee. Pro-Rated Refund Policy: In the event that the 99.9% uptime guarantee is not met, customers may optionally request a refund for the remaining subscription period: - VPS / VDS Services: Refund is calculated based on the remaining days in the billing cycle, excluding the fixed cost of the IP address allocation. Refund = (Daily rate � Remaining days) - (IP Cost) - Game Hosting (Minecraft, etc.): A full pro-rated refund will be granted for the remaining days of the current billing cycle. Refund = (Daily rate � Remaining days) Procedure: Credits or refunds must be requested via a support ticket within 7 days of the identified downtime. Approved refunds are usually processed within 3-5 business days.

The uptime guarantee does NOT apply to: - Customer-side issues (ISP failures, software misconfiguration). - DDoS attacks that exceed our mitigation capacity. - Force Majeure events (natural disasters, government actions). - Account suspensions due to policy violations. - Third-party software or plugin failures within the server.

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.