Service Level Agreement
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SeraHive Service Level Agreement (SLA)
Last Updated: March 23, 2025
This Service Level Agreement (“SLA”) is part of the agreement between SeraHive Global System Integrators Pvt Ltd (“SeraHive,” “we,” “our,” or “us”) and you, the customer (“Customer,” “you,” or “your”). This SLA outlines the service commitments we provide regarding uptime, availability, and support for our services.
1. Service Commitment
1.1 Service Availability
SeraHive is committed to providing the following uptime levels for our services:
Service Type | Monthly Uptime Commitment |
Cloud VPS (Standard) | 99.9% |
Cloud VPS (Business) | 99.95% |
Cloud VPS (Enterprise) | 99.99% |
Dedicated Servers | 99.95% |
Managed Services | 99.99% |
1.2 Calculation of Uptime
- Uptime percentage is calculated on a monthly basis as: (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100
- A service is considered “down” when it is unavailable due to network, hardware, or software failure within SeraHive’s control
- Downtime is measured from the time a support ticket is opened reporting the issue until service is restored
2. Service Credits
2.1 Credit Schedule
If we fail to meet the uptime commitment for your service in any given month, you will be eligible for service credits according to the following schedule:
Monthly Uptime | Service Credit (% of monthly fee) |
99.0% – 99.89% (for 99.9% SLA) | 10% |
98.0% – 98.99% | 25% |
95.0% – 97.99% | 50% |
Below 95.0% | 100% |
Credit adjustments for higher SLA tiers are scaled proportionately to reflect the higher availability commitment.
2.2 Credit Request Process
To receive service credits:
- You must submit a request within 7 days after the end of the month in which the downtime occurred
- The request must include:
- Your account information
- Service affected
- Timestamps of when the service was unavailable
- Support ticket numbers related to the incident
- Submit requests to billing@serahive.com with “SLA Credit Request” in the subject line
2.3 Credit Application
- Approved credits will be applied to your account within 2 billing cycles
- Credits will be applied against future service charges
- Credits have no cash value and cannot be refunded
- Credits cannot exceed 100% of your monthly service fee for the affected service
- Credits expire if your account is terminated or if not used within 12 months
3. Exclusions
The following events are excluded from uptime calculations and do not qualify for service credits:
3.1 Scheduled Maintenance
- Regular maintenance windows, which will be announced at least 48 hours in advance
- Emergency maintenance, which will be announced as soon as practicable
- Maintenance is typically scheduled during off-peak hours (12:00 AM to 6:00 AM IST)
3.2 Other Exclusions
- Issues resulting from your equipment, software, or network connections
- Issues resulting from your actions or omissions, including non-compliance with our configuration requirements
- Issues resulting from your authorized third-party vendors
- Force majeure events, including acts of nature, acts of government, civil unrest, or other events beyond our reasonable control
- Suspension or termination of your service in accordance with our Terms of Service
- Attacks on our infrastructure, such as DDoS attacks, despite our reasonable mitigation efforts
- Issues with third-party services or software not directly controlled by SeraHive
4. Support Response Times
4.1 Support Ticket Priority Levels
Priority Level | Description | Response Time Commitment |
Critical | Service completely unavailable or severely impacted | 30 minutes |
High | Major functionality impaired but service operational | 2 hours |
Medium | Minor functionality issues with limited impact | 8 hours |
Low | General inquiries, feature requests | 24 hours |
4.2 Support Hours
- Critical Issues: 24/7/365 support
- All Other Issues: Monday to Friday, 9:00 AM to 9:00 PM IST (excluding Indian national holidays)
5. Disaster Recovery
5.1 Backup Services
- System-level backups are performed daily, with retention as specified in your service plan
- Backups are stored in geographically separate locations from your primary service
- Backup restoration is not guaranteed and is provided on a best-effort basis
5.2 Recovery Time Objectives (RTO)
Service Type | Recovery Time Objective |
Cloud VPS (Standard) | Best effort, typically within 24 hours |
Cloud VPS (Business) | 12 hours |
Cloud VPS (Enterprise) | 4 hours |
Dedicated Servers | 8 hours |
Managed Services | As specified in your service agreement |
6. Security Incident Response
6.1 Security Monitoring
- We provide 24/7 monitoring of our infrastructure
- DDoS protection is included as specified in your service plan
- Intrusion detection systems are in place to identify potential security threats
6.2 Security Incident Response Time
Severity Level | Response Time Commitment |
Critical | 30 minutes |
High | 2 hours |
Medium | 8 hours |
Low | 24 hours |
7. Service Modifications
7.1 SLA Changes
We reserve the right to modify this SLA by posting an updated version on our website. The updated SLA will become effective 30 days after posting.
7.2 Service Improvement
We continuously work to improve our services and infrastructure. In some cases, these improvements may result in temporary service disruptions, which will be handled as scheduled maintenance.
8. Limitation of Remedies
The service credits described in this SLA are your sole and exclusive remedy for any failure to meet our service commitments. This SLA does not apply to any performance issues:
- Caused by factors outside of our reasonable control
- That resulted from any actions or inactions by you or third parties
- That resulted from your equipment or third-party equipment
- During beta and trial services (as designated by us)
9. Contact Information
For questions regarding this SLA or to report service issues:
- Technical Support: support@serahive.com or +91 91670 18730, +91 95997 30402
- SLA Questions: sla@serahive.com
- Billing and Credits: billing@serahive.com