Service Level Agreement

The 100% uptime SLA

This is a plain-language draft, pending review by counsel and not yet binding. The registered address, the notice periods and the effective date are still to be filled in. Last updated: [date].

Ekire backs compute and network with a 100% uptime SLA, in every region. This page sets out what we promise, how we measure it, when it does not apply, and how you claim a credit when we miss.

What we promise

Your server should be up 100% of the time. When it is down and the fault is ours, you earn a service credit against a future invoice. This applies per server, in every region.

What this covers

This SLA covers two things, together called the "Covered Services":

  • Compute: the KVM host your server runs on, and its local NVMe storage.
  • Network: our routing and your public IPv4, up to the edge of our network.

It does not cover anything past our edge, or anything running inside your server. See the exclusions below.

How we measure uptime

  • We measure per server, per calendar month.
  • We monitor each server from our own systems at the network edge.
  • Uptime % = (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100.
  • Downtime is counted in whole minutes, from the first failed check to the moment service is restored.

What counts as downtime

Downtime is any period where, through our fault, your server is unreachable from the public internet at our edge, or its underlying host has failed. For example:

  • Host hardware failure that takes your server offline.
  • Our network dropping or failing to route your traffic.
  • A region-wide outage on our side.

What doesn't count

These periods are not downtime and do not earn credit:

  • Scheduled maintenance we announce at least [24] hours in advance.
  • Emergency maintenance to protect the platform or fix an urgent security issue.
  • Force majeure: events outside our reasonable control, such as natural disaster, war, or a utility failure.
  • Anything you caused: your own configuration, software, operating system, or firewall; hitting a plan or resource limit; or suspension for non-payment.
  • The public internet beyond our edge: your ISP, any network we do not run, or DNS you manage.
  • Suspension or termination under our Acceptable Use Policy or Terms of Service.
  • Beta or preview features we have labeled as such.

Service credits

Credits scale with how long a server was down in the month, as a percentage of that server's monthly fee:

  • Up to 30 minutes of downtime: 5% credit.
  • 30 minutes up to 4 hours: 10% credit.
  • 4 hours up to 8 hours: 25% credit.
  • More than 8 hours: 50% credit.

The following rules apply to every credit:

  • A credit applies to the affected server only and is calculated from that server's monthly fee, so downtime on one server does not change what you pay for any other server on your account, in that region or any other.
  • Credits are applied to a future invoice. Credits are not cash. We do not refund them to a card.
  • The most you can earn for any one server in any one month is 100% of that server's monthly fee.
  • Service credits are your sole and exclusive remedy for missed uptime under this SLA.

How to claim

  • Email [email protected] within [30] days of the downtime.
  • Include your account, the server ID, and the dates and times of the outage.
  • We check the claim against our own monitoring and apply any approved credit to your next invoice.
  • You must be paid up and not in breach of our Terms or AUP to claim.

Changes to this SLA

We may update this SLA over time. We will give reasonable notice of material changes. Continuing to use Ekire after a change means you accept the updated version. This SLA is part of, and subject to, the Ekire Terms of Service between you and RackVolt Cloud Solutions Pvt Ltd (CIN U63999BR2024PTC068951, GSTIN 10AANCR5738G1ZC), [registered address], governed by the laws of India.

Last updated: [date]