EKIRE Uptime Service Level Agreement (SLA)
Effective Date: October 11, 2026
Last Updated: October 11, 2026
EKIRE provides a 100% uptime commitment for covered compute and network services in each region. This Service Level Agreement (“SLA”) explains what is covered, how uptime is measured, when service credits apply, and how to claim them.
EKIRE is operated by RackVolt Cloud Solutions Private Limited, an Indian company (CIN: U63999BR2024PTC068951; GSTIN: 10AANCR5738G1ZC).
1. What We Promise
We target 100% uptime for the covered services described below. If a covered service experiences qualifying downtime caused by EKIRE, you may be eligible for a service credit under this SLA.
The commitment applies separately to each eligible server in each region.
2. What Is Covered
This SLA covers the following services, together referred to as the “Covered Services”:
Compute: The KVM host running your server and its local NVMe storage.
Network: EKIRE’s network routing and your public IPv4 connectivity, up to the edge of our network.
This SLA does not cover services or systems beyond EKIRE’s network edge, or software and configurations running inside your server, except where expressly stated in this SLA.
3. How We Measure Uptime
Uptime is measured separately for each server over each calendar month.
We use our own monitoring systems at the network edge to assess availability.
The uptime percentage is calculated as follows:
Uptime % = (Total minutes in the month − Qualifying downtime minutes) ÷ Total minutes in the month × 100
Downtime is measured in whole minutes, beginning when our monitoring first detects a qualifying outage and ending when the affected service is restored.
4. What Counts as Downtime
Qualifying downtime is a period when, due to a failure within EKIRE’s responsibility, your server is unreachable from the public internet at our network edge or its underlying host has failed.
Examples include:
- Host hardware failure that takes your server offline.
- EKIRE network failures that prevent traffic from being routed.
- A regional outage caused by EKIRE’s infrastructure.
Only downtime attributable to the Covered Services and within EKIRE’s responsibility qualifies for service credits.
5. What Is Excluded
The following events do not count as qualifying downtime and do not earn service credits:
- Scheduled maintenance: Maintenance announced at least 24 hours in advance.
- Emergency maintenance: Work required to protect the platform or address an urgent security issue.
- Force majeure: Events outside our reasonable control, such as natural disasters, war, or utility failures.
- Customer-caused issues: Problems arising from your configuration, software, operating system, firewall, or use of resources beyond your plan limits.
- Non-payment: Suspension resulting from an unpaid balance or insufficient wallet funds.
- External networks: Problems with your internet service provider, networks outside EKIRE’s control, or DNS services you manage.
- Policy enforcement: Suspension or termination under the EKIRE Terms of Service or Acceptable Use Policy.
- Beta and preview services: Features expressly identified as beta, preview, or otherwise not generally available.
6. Service Credits
If qualifying downtime occurs, service credits are calculated as a percentage of the affected server’s monthly fee, according to the total qualifying downtime for that server during the calendar month.
| Qualifying downtime in a month | Service credit |
|---|---|
| Up to 30 minutes | 5% |
| More than 30 minutes and up to 4 hours | 10% |
| More than 4 hours and up to 8 hours | 25% |
| More than 8 hours | 50% |
The following rules apply:
- Credits apply only to the affected server and are calculated using that server’s monthly fee.
- Downtime affecting one server does not change the fees or credit eligibility of other servers.
- Approved credits are applied to a future invoice or eligible service charges. They are not cash refunds and are not returned to a payment card.
- The maximum credit for any one server in any calendar month is 100% of that server’s monthly fee.
- Service credits are the sole and exclusive remedy for missed uptime under this SLA, to the extent permitted by applicable law.
7. How to Claim a Service Credit
To request a service credit:
- Email support@ekire.net within 30 days of the downtime.
- Include your account details, the affected server ID, and the dates and times of the outage.
- We will review the request against our monitoring records and determine whether the downtime qualifies.
- If approved, the service credit will be applied to a future invoice or eligible service charges.
You must be current on your payments and not in breach of the EKIRE Terms of Service or Acceptable Use Policy to qualify for a service credit.
8. Changes to This SLA
We may update this SLA as our services or operational requirements change. We will provide reasonable notice of material changes.
Continued use of EKIRE after an updated SLA takes effect constitutes acceptance of the updated terms, subject to applicable law.
This SLA forms part of, and is subject to, the EKIRE Terms of Service between you and RackVolt Cloud Solutions Private Limited.
9. Governing Law and Contact
This SLA is governed by the laws of India, subject to applicable legal requirements.
RackVolt Cloud Solutions Private Limited
EKIRE
CIN: U63999BR2024PTC068951
GSTIN: 10AANCR5738G1ZC
Registered Address:
C/O Priyanka Devi, Floor No. 0, NH-27 Sasamusa, near Chakhasna Sirisiya, Sirisiya, Sirsia, Gopalganj, Bihar – 841505, India.
For SLA claims and questions, email support@ekire.net.