High Availability Commitment · SLA v2.4

99.96% Network Uptime Service Level Agreement

IndSoft Systems contractually commits to continuous core network and infrastructure availability, backed by immediate service credit reimbursements directly to your client account.

99.96% Network Uptime
15-Minute Priority Response
Up to 50% Monthly Credit
Public Status Page Integration
99.96%
Guaranteed Network Uptime
< 15m
Critical Response
Daily
Platform Backups
24/7/365
Live NOC Monitoring

Contractual Network Uptime Commitment

IndSoft Systems guarantees an annual and monthly core infrastructure network availability of 99.96% across core network connectivity, routing, and data center power distribution. If availability drops below this threshold, you are automatically eligible for direct billing service credits under our credit schedule.

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Product SLA Availability & Scope

Scope of network uptime commitment across managed and bare-metal environments.

Active Commitment
Hosting Service Target Availability Covered Scope Support Response Target
Fully Managed Cloud Hosting 99.96% Network, hardware, hypervisor, cPanel & web services < 15 Minutes
WordPress & Node.js Hosting 99.96% Nginx FastCGI/PM2 service, PHP-FPM, DB & Network < 15 Minutes
Virtual Private Servers (VPS) 99.96% Host node power, KVM hypervisor & network connectivity < 30 Minutes
Dedicated Bare Metal Servers 99.96% Datacenter switch port, redundant PDU power & hardware < 30 Minutes (4h hardware swap)
Colocation & Web3 Nodes 99.96% Cabinet power feed, ambient cooling & uplink transit < 30 Minutes

Financial Service Credit Schedule

Automatic service credits applied directly to your monthly invoice upon claim verification.

Service Credit
Monthly Network Uptime Percentage Total Outage Duration in Month Service Credit (% of Monthly Fee)
99.96% or Higher 0 to 17.3 Minutes Standard Performance
99.00% to 99.95% 17.4 Minutes to 7.2 Hours 10% Credit
98.00% to 98.99% 7.3 Hours to 14.4 Hours 25% Credit
Below 98.00% Exceeding 14.4 Hours 50% Credit
Uptime Calculation Formula

Monthly availability percentage is calculated using the following objective standard formula:

Uptime % = ((Total Monthly Minutes - Downtime Minutes) / Total Monthly Minutes) * 100

Total monthly minutes are based on a 30-day month (43,200 total minutes). Unscheduled downtime begins the moment a ticket is opened or our monitoring system triggers an alert, until restoration.

SLA Exclusions & Excused Downtime

The following scenarios are expressly excluded from SLA downtime calculations:

  • Scheduled maintenance with at least 48 hours advance notice
  • Customer-managed software misconfigurations, custom scripts, or app crashes
  • Volumetric DDoS attacks exceeding contracted mitigation quotas
  • Upstream carrier transit failures outside of IndSoft autonomous systems (AS55720)

How to Submit an SLA Credit Claim

Simple 3-step claim procedure through our client billing portal.

Claims
1. Open a Support Ticket within 30 Days
Submit a billing ticket via client portal with the subject line "SLA Credit Request" within 30 days of the incident, including affected service IP and dates.
2. Independent Monitoring Verification
Our NOC team verifies the outage duration against internal Pingdom, Uptime Kuma, and switch port telemetry logs within 2 business days.
3. Direct Invoice Credit Applied
Approved credits are applied immediately to your next monthly billing renewal. Credits cannot be exchanged for cash or transferred to other accounts.