Enterprise Service Level Agreement

Service Level Agreement (SLA) & High Availability Commitments

Formal Uptime Guarantees • Service Outage Credit Policy • Priority Incident Response

1. Monthly Uptime Availability Commitments by Plan

HostingSpell warrants that the Adhyakṣa Unified Management OS cloud service shall maintain the following Monthly Uptime Percentages during any given billing cycle:

Pranava (Free Forever)

99.5%

Community & Shared Infrastructure

Sthira Pro

99.9%

Dedicated Compute & Priority Support

Ananta Elastic

99.99%

Dynamic Multi-Node Auto-Balancing

Sovereign On-Prem

99.999%

Financial SLA & Bare-Metal Multi-Region

2. Service Outage Credit Reimbursement Schedule

If the Monthly Uptime Percentage falls below our guaranteed SLA during a given billing cycle, commercial subscribers are eligible for Service Credits applied against future invoices:

Monthly Uptime Percentage

Service Credit %

< 99.9% but ≥ 99.0% (for Sthira & Ananta)

10% Credit

< 99.0% but ≥ 95.0%

25% Credit

< 95.0% but ≥ 90.0%

50% Credit

< 90.0% (Catastrophic Outage)

100% Full Monthly Credit

3. Technical Support Response Times by Severity

Our global engineering desk triages support requests according to standardized severity classifications:

Severity 1 (Critical Outage): Master database unavailable or POS cashier terminals halted.

< 1 Hour Response (24/7)

Severity 2 (High Impact): Core module impaired (e.g. Invoicing or Biometrics) with workaround available.

< 4 Hours Response

Severity 3 (Standard Request): General inquiries, role configuration, or Document Studio OCR guidance.

< 12 Hours Response

4. Scheduled Maintenance & Advance Notifications

HostingSpell conducts regular security patching and zero-downtime database vacuuming during low-traffic maintenance windows. For any maintenance that may cause brief service latency, Customer administrators receive at least 72 hours advance notice via the administrative dashboard and email alerts.

HostingSpell LLP • Operations & SRE DeskRequest Custom SLA Terms →