Service Level Agreement (SLA)

Last Updated: 16 January 2026

This Service Level Agreement (SLA) defines the minimum standards for uptime, performance and support provided by Roftr Clouds LLP for hosted custom applications covered under an active maintenance contract.

1. Service Availability (Uptime Guarantee)

1.1 Committed Uptime:
Roftr Clouds LLP commits to a 99.9% monthly uptime for supported and hosted application environments.

1.2 Exclusions:

• Scheduled maintenance windows (see Section 2)
• Client-side misuse, misconfiguration or policy violations
• Failures of third-party providers (DNS, ISP, cloud vendors)
• Events beyond reasonable control (force majeure)

1.3 Service Credit Policy:
Roftr Clouds LLP does not provide financial credits or penalties for downtime. Our obligation is limited to issue resolution and service restoration.

2. Maintenance & Support

2.1 Scheduled Maintenance:

• Frequency: Once per month
• Schedule: 3rd Sunday, 1:00 AM to 2:00 AM IST
• Notification: Minimum 48 hours advance notice

2.1 Critical Issue Response

Support requests are prioritized based on severity and business impact.

2.2 Definition of Critical Issue

A critical issue refers to a development-originated problem that:

• Renders the application completely inaccessible
• Causes severe data loss or corruption
• Impacts core business workflows with no workaround

Such issues are escalated immediately and handled with the highest priority.