Service Level Agreement (SLA)
Operational availability definitions, scheduled maintenance, and service credits
1. 99.9% Infrastructure Availability Target
SM Cloud strives to maintain a minimum of 99.9% monthly network and hardware host node availability across our primary Tier-III facilities in Delhi NCR and Mumbai. Availability is measured by external ping telemetry and heartbeat monitoring agents.
2. Scheduled Maintenance Windows
To deploy critical security patches, firmware updates, and upstream network upgrades, scheduled maintenance may be conducted during off-peak hours (typically 02:00 to 06:00 IST). Advance notification of at least 24 hours is posted on our Status Page. Scheduled maintenance is excluded from downtime calculations.
3. Service Credit Structure
If verified unscheduled host node downtime exceeds monthly thresholds due to factors within SM Cloud's direct control, customers may request account service credits according to the following schedule:
| Monthly Availability | Eligible Service Credit |
|---|---|
| 99.0% - 99.89% | 10% Credit of Monthly Plan |
| 95.0% - 98.99% | 25% Credit of Monthly Plan |
| < 95.0% | 50% Credit of Monthly Plan |
4. Exclusions
The SLA does not apply to interruptions caused by:
- Customer-installed corrupted jar files, modpack crashes, or unhandled bot exceptions.
- Out-of-memory crashes due to exceeding subscribed RAM limits.
- Upstream fiber cuts or extraordinary force majeure events beyond datacenter control.
- Accounts with overdue invoices or suspended for AUP violations.