Service Level Agreement: This SLA defines our commitment to service availability and performance, along with remedies if we fail to meet these standards. Compliant with Indian consumer protection guidelines.
1. Service Availability Commitment
Oryzen Hosting commits to the following service availability targets for our infrastructure:
| Service Type | Target Uptime | Coverage |
|---|---|---|
| VPS Hosting (India) | 99.9% | Network & Power Infrastructure |
| VPS Hosting (Global) | 99.9% | Network & Power Infrastructure |
| Game Server Hosting | 99.5% | Service Availability |
| Bot Hosting | 99.0% | Service Availability |
| Dedicated Servers | 99.9% | Network & Power Infrastructure |
Uptime Calculation: Availability is measured monthly based on network connectivity and power infrastructure at the datacenter level. Downtime is calculated from the time an outage is reported and confirmed until service is restored.
2. What's Covered
This SLA covers downtime caused by:
- Network Infrastructure: Failures in our core network, routing, or DDoS mitigation systems
- Power Infrastructure: Power outages at the datacenter not covered by backup systems
- Hardware Failures: Physical server hardware failures on infrastructure managed by Oryzen
- Oryzen-Controlled Systems: Failures in our provisioning, billing, or management systems that prevent service access
3. What's NOT Covered (Exclusions)
The following are NOT covered by this SLA and do not count toward uptime calculations:
- Scheduled Maintenance: Planned maintenance with at least 48 hours advance notice
- Customer-Caused Issues: Misconfiguration, software errors, resource exhaustion, or security breaches on your server
- Third-Party Dependencies: Issues with upstream providers, DNS providers, or external services
- Force Majeure: Natural disasters, acts of war, terrorism, government actions, or other events beyond our reasonable control
- DDoS Attacks: While we provide DDoS mitigation, extreme attacks that overwhelm infrastructure are excluded
- Application-Level Issues: Performance problems with your applications, websites, or game servers
- Account Suspension: Service interruption due to non-payment, AUP violations, or security concerns
- Local Network Issues: Problems with your internet connection, local ISP, or regional network outages
4. Service Credits (Remedy)
If we fail to meet the uptime targets in Section 1, you may be eligible for service credits:
4.1 Credit Eligibility
- Credits are issued only for confirmed infrastructure-level outages originating from Oryzen systems
- Outages must be reported within 7 days of occurrence
- Credits are issued at our sole discretion after internal review
- Credits are applied as account balance, not cash refunds
4.2 Credit Amounts
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.89% | 10% |
| 95.0% - 98.99% | 25% |
| Below 95.0% | 50% |
Maximum Credit: Total credits in any billing month will not exceed 100% of that month's service fee.
4.3 Credit Terms
- Credits are non-transferable and non-refundable
- Credits never expire and can be used for any future Oryzen service
- Credits cannot be exchanged for cash or applied to past invoices
- Credits are issued within 30 days of approved claim
5. Indian Consumer Protection Compliance
This SLA is designed to comply with Indian consumer protection laws including the Consumer Protection Act, 2019:
- Transparent Terms: All SLA conditions, exclusions, and remedies are clearly stated
- Fair Remedies: Service credits are reasonable compensation for downtime
- Grievance Redressal: Dedicated process for SLA claims with defined response times
- No Unfair Terms: Exclusions are reasonable and industry-standard
- Accessibility: SLA is publicly available and easy to understand
If you believe your consumer rights under this SLA have been violated, you may contact our Grievance Officer or file a complaint with the National Consumer Helpline (1915) or your State Consumer Disputes Redressal Commission.
6. How to Claim Service Credits
To request service credits for downtime:
- Open a support ticket at https://oryzen.in/tickets
- Select "Billing" or "SLA Credit Request" as the department
- Provide details: date/time of outage, duration, impact on your service
- Include any evidence: logs, screenshots, monitoring data (if available)
- Submit within 7 days of the outage
Our team will investigate and respond within 5-10 business days. If approved, credits will be applied to your account.
7. Monitoring & Reporting
We monitor our infrastructure 24/7 and maintain internal uptime reports. However:
- Customer-reported outages take precedence over automated monitoring
- We reserve the right to use our internal monitoring data for SLA calculations
- Third-party monitoring tools may not align with our measurement methodology
8. Limitation of Liability
This SLA defines our sole and exclusive liability for service availability. In no event shall Oryzen Hosting be liable for:
- Indirect, incidental, consequential, or punitive damages
- Loss of profits, revenue, data, or business opportunities
- Any damages exceeding the amount paid by you for the affected service in the 12 months preceding the claim
Important: Service credits are the exclusive remedy for SLA violations. By using our services, you agree that service credits are adequate compensation for any downtime, in accordance with Indian contract law principles.
9. Changes to This SLA
We may update this Service Level Agreement from time to time. We will notify you of any changes by:
- Posting the updated SLA on this page
- Updating the "Last updated" date
- Sending email notification for significant changes
Your continued use of our services after changes constitutes acceptance of the updated SLA.
10. Contact Us
If you have questions about this SLA or need to report an outage:
- Support: Open Support Ticket
- SLA Claims: Open SLA Credit Request
- Email: business@oryzen.in
Governing Law: This Service Level Agreement shall be governed by and construed in accordance with the laws of India.
Effective Date: This SLA is effective as of February 2026.