This Service Level Agreement ("SLA") is an integral part of the Terms of Service between Shulker Hosting ("Shulker," "we," "us," or "our") and the client ("Client," "you," or "your") for the provision of Colocation hosting services.
This SLA outlines the commitments regarding network and power availability, performance, and support, along with the remedies available to the Client in the event of failure to meet these commitments.
Purpose & Scope
This SLA defines the service levels that Shulker Hosting aims to provide for its Colocation hosting services. It sets clear expectations regarding the availability, performance, and support offered to the Client, and outlines the procedures for reporting issues and the remedies available for service level failures.
This SLA applies to all active Colocation services purchased by the Client from Shulker Hosting.
Network SLA
Shulker Hosting guarantees 100% Network Uptime for its Colocation services. This guarantee applies to the availability of external network connectivity to the Client's collocated equipment within our facility. Network uptime is calculated on a monthly basis.
Network Uptime Measurement:
- Uptime is measured by our internal monitoring systems, which continuously monitor network connectivity to the Client's public IP addresses.
- Downtime is defined as any period during which the Client's collocated equipment loses external network connectivity due to an issue within Shulker Hosting's control, as confirmed by our monitoring systems.
Exclusions from Network Uptime Calculation:
The Network Uptime Guarantee does not apply to service interruptions caused by:
- Scheduled maintenance or upgrades, provided adequate notice (typically 24 hours) has been given to the Client.
- Client-initiated actions, including but not limited to, misconfigurations of Client equipment, software issues on Client equipment, or excessive bandwidth usage impacting the Client's specific connection.
- Attacks (e.g., DDoS attacks) specifically targeting Client equipment that exceed our Advanced DDoS Protection capabilities, where all reasonable mitigation efforts have been exhausted.
- Force Majeure events, including but not limited to, acts of God, war, terrorism, civil disturbance, labor disputes, natural disasters (e.g., earthquakes, floods), or governmental regulations.
- Failures of third-party services not directly controlled by Shulker Hosting (e.g., upstream internet service provider outages, DNS resolution issues not caused by Shulker).
- Hardware or software failures of Client-owned equipment.
Power SLA
Shulker Hosting guarantees 100% Power Uptime to the Client's collocated equipment within our facility. This guarantee applies to the continuous delivery of electrical power to the Client's designated power feeds. Power uptime is calculated on a monthly basis.
Power Uptime Measurement:
- Uptime is measured by our power monitoring systems, which continuously monitor power delivery to the Client's rack/cabinet feeds.
- Downtime is defined as any period during which power is interrupted to the Client's collocated equipment due to an issue within Shulker Hosting's infrastructure (e.g., UPS, PDU, generator failure) as confirmed by our monitoring systems.
Exclusions from Power Uptime Calculation:
The Power Uptime Guarantee does not apply to service interruptions caused by:
- Scheduled maintenance or upgrades, provided adequate notice (typically 24 hours) has been given to the Client.
- Client-initiated actions, including but not limited to, exceeding contracted power draw limits, misconfiguration of Client's power strips/PDUs, or internal power supply failures within Client equipment.
- Force Majeure events, including but not limited to, acts of God, war, terrorism, civil disturbance, labor disputes, natural disasters (e.g., grid failure due to widespread storms), or governmental regulations impacting the primary power grid.
- Hardware failures of Client-owned equipment (e.g., PSU failure in a server).
Service Level Remedies
In the event that Shulker Hosting fails to meet the 100% Network Uptime or 100% Power Uptime Guarantees in a given calendar month, the Client may be eligible for service credits as outlined below. All claims must be submitted to our support team within seven (7) business days of the end of the month in which the downtime occurred.
| Monthly Uptime Percentage |
Remedy |
| 100% |
No credit |
| Less than 100% to 96% |
1-day service extension |
| Less than 96% to 95% |
3-day service extension |
| Less than 95% to 93% |
7-day service extension |
| Less than 93% |
25% refund of the monthly service fee for the affected service |
Claim Process:
- To claim a service credit or refund, the Client must open a support ticket via our client portal or by emailing
[email protected].
- Provide detailed information, including the affected service (Network or Power), dates and times of downtime, and any supporting evidence.
- Claims will be reviewed and validated by Shulker Hosting's technical team.
- Approved service extensions will be applied to the Client's service term. Approved refunds will be processed within 10 business days.
Limitations on Remedies: Service credits/extensions are non-transferable and have no cash value beyond their application to the Client's Shulker Hosting account. The maximum credit/extension for any given month shall not exceed the total monthly service fee paid by the Client for the affected service. This SLA represents the Client's sole and exclusive remedy for any failure by Shulker Hosting to meet its service level commitments.
Technical Support
Shulker Hosting provides technical support for its colocation infrastructure. We also offer "Remote Hands" services upon request, which may be subject to additional fees.
Support Channels & Scope:
- Email: [email protected]
- Client Portal Ticketing System.
- 24/7 for critical infrastructure issues (network, power), general inquiries handled during business hours (IST).
- Covers network connectivity to client equipment, power delivery to rack/cabinet, and data center environmentals.
Out of Scope Support:
- Troubleshooting or repair of Client-owned hardware, software, or operating systems.
- Installation, configuration, or management of Client's applications or services.
- Remote hands services without prior arrangement or specific request.
- Client-side network issues (e.g., local ISP, internal network).
General Provisions
Amendments:
Shulker Hosting reserves the right to amend this SLA at any time. Any changes will be communicated to Clients via email or through our official website. Continued use of services after such amendments constitutes acceptance of the revised SLA.
Governing Law:
This SLA shall be governed by and construed in accordance with the laws of India, specifically within the jurisdiction of Gurugram, Haryana.
Entire Agreement:
This SLA, together with Shulker Hosting's Terms of Service and Acceptable Use Policy, constitutes the entire agreement between the Client and Shulker Hosting regarding the provision of services.