Enterprise-grade colocation.
Colocation SLA.
Our commitments to network and power availability for colocation clients, with clear remedies when standards aren't met.
01 Purpose & Scope
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 defines the service levels that Shulker Hosting aims to provide for its colocation infrastructure, setting clear expectations regarding network availability, power delivery, and support.
This SLA applies to all active Colocation services purchased by the Client from Shulker Hosting.
02 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:
- Scheduled maintenance (24h notice provided).
- Client-initiated misconfigurations of Client equipment.
- DDoS attacks exceeding mitigation capacity.
- Force majeure events.
- Upstream ISP outages outside our control.
03 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 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 (UPS, PDU, generator failure).
Exclusions from Power Uptime Calculation:
- Scheduled maintenance (24h notice provided).
- Client exceeding contracted power draw limits.
- Power supply failures within Client's own equipment.
- Force majeure events affecting primary grid.
04 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.
| 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 monthly service fee |
📋 Limitations: Service credits/extensions are non-transferable and have no cash value beyond application to the Client's account. The maximum credit for any month shall not exceed the total monthly service fee. This SLA is the Client's sole and exclusive remedy.
05 Technical Support
Shulker Hosting provides technical support for its colocation infrastructure, including network and power-related issues.
Support Channels:
- Email: [email protected]
- Client Portal Ticketing System
- 24/7 for critical infrastructure issues; general inquiries during business hours (IST)
Out of Scope:
- Troubleshooting or repair of Client-owned hardware/software.
- Installation or configuration of Client applications.
- Client-side network issues (local ISP, internal network).
06 Remote Hands Services
Upon request and subject to additional fees, Shulker Hosting offers "Remote Hands" services to assist colocation clients with physical tasks within the data center. These services are billed at an hourly rate and require a minimum of 24 hours' notice.
- Hardware reboots and power cycling.
- Visual inspections and status reporting.
- Cable connections and disconnections.
- Media insertion (e.g., USB drives provided by Client).
Contact our support team for a current rate card and to schedule Remote Hands assistance.
07 Claim Process
To claim remedies under this SLA, the Client must:
- Open a support ticket via the client portal or email [email protected] within seven (7) business days after the end of the month in which the downtime occurred.
- Specify whether the claim relates to Network or Power downtime, including dates, times, and any supporting evidence.
- Allow our technical team to verify the claim against internal monitoring data.
Approved remedies: service extensions applied within 5 business days; refunds processed within 10 business days.
08 General Provisions
Amendments: Shulker Hosting reserves the right to amend this SLA at any time. Changes will be communicated via email or website notice. Continued use of services constitutes acceptance.
Governing Law: This SLA shall be governed by the laws of India, with jurisdiction in Gurugram, Haryana.
Entire Agreement: This SLA, together with Shulker Hosting's Terms of Service, Privacy Policy, and Acceptable Use Policy, constitutes the entire agreement between the Client and Shulker Hosting regarding colocation services.
09 Contact Information
For questions regarding this SLA or to submit a claim, please contact our colocation support team: