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
- Provide True IDC Cloud portal for self-managed resources e.g. ECS, OBS, TKS
- 8x5 Cloud advisory by email
- 24x7 customer support (Call & email support)
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