OneMind Cloud Service Level Agreement (SLA)

OneMind Services offers a robust Cloud Service Level Agreement (SLA) to ensure the reliability of our platform.

Network Uptime – 99.99% SLA

We guarantee 100% network uptime each month. If it takes us more than 30 minutes to resolve a network issue from the time a support ticket is opened, we’ll credit 5% of the monthly usage fee for each additional 30 minutes of downtime (up to 100% of the monthly usage fee for the affected Cloud Server).

Network uptime covers core infrastructure (routers, switches, cabling), not software or services on your Cloud Server. Downtime is defined as the inability of your Cloud Server to send/receive data, confirmed in our support ticket system.

Cloud Server Hardware

We guarantee the functionality of all hardware powering your Cloud Server. If a hardware component fails, we’ll begin replacement after identifying the cause. If replacement takes more than one hour from the time the issue is identified, we’ll credit 5% of the monthly usage fee per additional hour of downtime (up to 100% of the monthly usage fee for the affected Cloud Server).

Infrastructure – 100% SLA

We guarantee availability of critical infrastructure (power and HVAC) 100% of the time each month. If an infrastructure issue takes longer than 30 minutes to resolve, starting from the time a support ticket is opened, we’ll credit 5% of the monthly usage fee per additional 30 minutes of downtime (up to 100% of the monthly usage fee for the affected Cloud Server).

Infrastructure includes power, HVAC, and cabling. Downtime is measured when your server shuts down due to power or cooling issues.

SLA Exemptions

SLA credits are not issued if downtime results from:

Scheduled maintenance
Customer's breach of any service agreements
Force majeure (e.g., war, natural disasters, government acts, Internet failures)
Changes to OS, databases, or application code not provided by OneMind Services

Requesting SLA Credit

To request credit, email support@onemindservices.in. within 30 days of the incident.Include specific details on how your services were affected.

SLA credits are your sole and exclusive remedy for service unavailability. The maximum credit per billing period is capped at 100% of your monthly usage fee for the affected service.

Due to our billing cycle, credits may take up to 60 days to be issued after an incident.

This SLA forms part of your agreement with OneMind Services and is governed by our Terms of Service and Acceptable Use Policy.