Service Level Agreement
Last updated: 2 October 2026
This Service Level Agreement ("SLA") forms part of the Customer Agreement and sets out the availability and support commitments for WularData Services, and the service credits available if we do not meet them. Capitalised terms not defined here have the meanings given in the Customer Agreement. A signed Order may set different service levels for a specific Service; if so, the Order prevails.
1. Definitions
- Monthly Uptime Percentage means the total minutes in a calendar month, minus the minutes of Downtime, divided by the total minutes in that month, expressed as a percentage.
- Downtime means a period during which the Service is unavailable because of a failure of our network, power, cooling or hardware infrastructure, as confirmed by our monitoring systems, excluding the matters listed in Section 5.
- Service Credit means a credit, calculated as a percentage of the monthly recurring Fee for the affected Service, applied against future invoices.
2. Availability commitments
| Service | Monthly Uptime commitment | What is covered |
|---|---|---|
| Colocation — power | 99.9% | Power to your rack at the contracted feed(s) |
| Colocation and dedicated servers — network | 99.9% | Reachability of our core network and upstream connectivity |
| Dedicated servers — hardware | 99.9% | Server hardware supplied by us |
| VPS and cloud servers | 99.9% | Availability of the virtualisation host and platform |
| Web hosting and business email | 99.9% | Availability of the shared hosting or mail platform |
3. Service credits
If the Monthly Uptime Percentage for a Service falls below its commitment, you are eligible for a Service Credit as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below the commitment but at least 99.0% | 10% of the monthly Fee for the affected Service |
| Below 99.0% but at least 95.0% | 25% of the monthly Fee for the affected Service |
| Below 95.0% | 50% of the monthly Fee for the affected Service |
The total Service Credits for any calendar month will not exceed 50% of the monthly recurring Fee for the affected Service. Service Credits have no cash value, are not refundable, and are applied only against future invoices for the same Account.
4. Support and response targets
| Priority | Example | Target first response |
|---|---|---|
| P1 — Critical | Service completely down; hardware failure | 30 minutes, 24x7 |
| P2 — High | Service degraded or partially unavailable | 2 hours, 24x7 |
| P3 — Normal | Configuration questions, non-urgent issues | 8 business hours |
| P4 — Low | General enquiries, feature requests | 2 business days |
For dedicated servers, we target replacement of a failed hardware component within 4 hours of diagnosis, subject to part availability at the relevant data centre. Response targets are objectives and do not by themselves give rise to Service Credits. Business hours are 10:00 to 18:00 IST, Monday to Saturday, excluding national holidays.
5. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance notified in accordance with the Service Terms, or emergency maintenance to address a security vulnerability;
- your software, applications, operating system configuration, firewall rules or Customer Equipment;
- your actions or omissions, or those of your End Users, including exceeding plan resources;
- suspension or termination of the Service under the Customer Agreement;
- distributed denial-of-service (DDoS) attacks or other malicious activity directed at you, or traffic filtering we apply to mitigate such attacks;
- failures of internet networks or services outside our network, including your own ISP;
- force majeure events as described in the Customer Agreement; or
- free trials, beta services or Services provided without charge.
6. How to claim a Service Credit
To claim a Service Credit, open a support ticket within 30 days after the end of the month in which the Downtime occurred, including your Account details, the affected Service, and the dates and times of the Downtime. If we confirm the claim, we will apply the Service Credit to your next invoice. You must be up to date with payment of all invoices to receive a Service Credit.
7. Sole remedy
Service Credits are your sole and exclusive remedy for any failure to meet the commitments in this SLA.