Service Level Agreement (SLA) for True IDC Cloud
| Uptime Percentage | Downtime /year (minutes) | Downtime /month (minutes) | Credit Rebate if unavailability beyond threshold |
| Less than 99.95% but equal to or greater than 99.0% | More than 4 hours, 22 minutes, 34 seconds but equal to or less than 87 hours, 36 minutes | More than 21 minutes, 54 seconds but equal to or less than 7 hours, 12 minutes | 10% of Monthly Service Fee |
| Less than 99.00% | More than 87 hours, 36 minutes | More than 7 hours, 12 minutes | 25% of Monthly Service Fee |
Scope of Service
- Manage and Operate VMs Hypervisor, Storage and Network Infrastructure.
- Provide Portal for Manage VMs.
- Provide Monthly VMs Image Backup
- Provide Self-Service Tools for Monitor Status of VMs
- 24x7 For Call and Email Support
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