The HostCraft Guarantee: We guarantee a 99.99% network and power availability SLA for all KVM Cloud VPS, Windows RDP workstations, and bare-metal dedicated servers racked inside our Delhi NCR and Mumbai data center suites.
1. Coverage & Uptime Thresholds
Uptime is calculated on a calendar month basis. Our redundant BGP routing via Airtel, Tata Telecom, Jio, NIXI, and DE-CIX ensures uninterrupted external reachability. Network downtime is defined as a 100% packet loss condition caused by our core routers, switches, or uplink providers.
Normal Operation
Standard monthly availability target. Full SLA compliance across all Indian compute clusters.
10% Service Credit
10% account credit applied towards your next billing renewal cycle upon ticket audit.
25% Service Credit
25% account credit applied towards your next billing renewal cycle.
50% Service Credit
50% account credit applied towards your next billing renewal cycle.
2. Dedicated Server Hardware Replacement SLA
For bare-metal dedicated servers located in our Noida (Delhi NCR) and Chandivali (Mumbai) facilities:
- 2-Hour Hardware Swap: Our on-site facility engineers maintain tested hot spares of CPUs, ECC RAM modules, motherboards, power supplies, and NVMe drives. In the event of a verified physical component failure, replacement is completed within 2 hours of diagnosis.
- Power & HVAC Redundancy: 100% facility power availability backed by dual (A+B) 32A power feeds, 2N UPS batteries, and on-site Caterpillar diesel generators.
3. Service Credit Terms & Claims Process
SLA claims are issued exclusively as HostCraft account balance credits to be applied toward subsequent renewals:
- Claims must be submitted via support ticket within 7 business days of the incident along with traceroutes or log timestamps.
- Credits are applied exclusively to future billing cycles and cannot be cashed out, refunded, or transferred to bank accounts or third parties.
4. SLA Exclusions
The 99.99% SLA guarantee does not apply under the following circumstances:
- Announced scheduled maintenance windows notified at least 24 hours in advance via our status portal or registered email.
- Customer-induced misconfigurations, custom kernel modifications, software crashes, firewall misrules, or port locks.
- Suspensions resulting from Acceptable Use Policy (AUP) violations (such as outbound DDoS, malware, or spam).
- External upstream ISP routing disruptions occurring beyond HostCraft’s border routers and exchange points.