Service Level Agreement (SLA)

Support and Maintenance

24/7 support via mail, Ticket Portal, Phone, and Live chat. We will replace any faulty hardware within 24 to 48 hours. Where this is not possible, we will migrate clients using that hardware onto alternatives.

Monitoring and Reporting

We will monitor all our hardware servers 24 hours a day as standard, and our monitoring team will respond to any alerts generated from these servers. VPS or Dedicated Servers will be monitored for the customers only if he/she has opted for managed services.

Backup Policy

Only 3 copies are maintained at any given time, with the oldest being replaced by the latest. Backups must be scheduled by the customers as per their convenience. IntechDC will not be responsible if the backups aren’t scheduled by customers themselves. Backups are only stored while the server is active. Once a server is terminated, all backup copies are permanently deleted.

Compensation

If we fail to deliver on our 99.9% uptime promise, we will provide 3 days extension on your servers. To make a claim on our SLA, please contact our team with details, and we will investigate (verified by our logs and monitoring) your claim for you. To claim a Service cycle prolongation, You need to contact Us by submitting a ticket to IntechDC Billing department within the first 10 calendar days after the downtime took place.

Limitation

Any Service interruption deriving from failure or deficiency of IntechDC infrastructure and equipment may not be eligible if caused or associated with such things as but not limited to:

• DDoS or similar attacks on Our servers.
• Third-party software failure.
• You max out your allocated resources in the VPS
• Issues resulting from errors or omissions by You.
• Interruptions caused by You from custom scripting, coding or the installation of third-party applications.
• Network conditions across the internet (outside of our network), such as between Your ISP and Our data center.
• Firewall blocks/bans.
• Browser or DNS caching issues.
• Outages related to the reliability of certain programming environments.
• Any other circumstances beyond our control or that are not reasonably foreseeable.
• Any act of God or force majeur which results in the failure of the service.

All remedies are at the discretion of IntechDC, based on its investigation of any issue that is covered by this section. If IntechDC provides a remedy as described above, or Guarantee, for a particular Service, this shall be Your sole and exclusive remedy for defects in, or issues with, the Service. IntechDC shall not be liable for any consequential or indirect loss or damage caused by the failure of Service.

Abuse Reporting

We receive abuse reports via multiple authorities. Upon receipt of an abuse report, our team verifies the information provided with the reported incident and cross-references it with our records. We promptly raise a ticket with the respective client. Depending on the severity of the abuse report, we categorize them into high-level or low-level incidents and take appropriate actions:

• High-Level: We raise an emergency ticket to the client and promptly take necessary actions against the client's service to address the abuse.
• Low-Level: We raise an informational ticket to the client and provide an estimated time frame for them to update us on the report.

Complaints

Valid feedback from our customers is an essential part of continuing to improve our services and maintain our high standards. We take all complaints and disputes very seriously and ensure that lessons are learned where applicable. If, unfortunately, you wish to make a complaint or raise a dispute with us, please submit an email to our support team including as much detail as possible about your issue. We will acknowledge your email within 1-2 business day and aim to resolve any issues within 5-10 business days.

For SLA claims and escalation, clients may contact IntechDC support at
[email protected] or via the customer portal.