SERVICE LEVEL AGREEMENT (SLA)

TheCloud.market

www.thecloud.market

Effective Date: 22 February 2026 | Last Updated: 22 February 2026

Scope:This SLA applies to all paid hosting services on TheCloud.market including Shared Hosting, VPS, Cloud Storage, and Email Hosting. Domain registration services are excluded from uptime SLA commitments.

1. Definitions

• "Uptime" means the total time in a calendar month during which the Service is available and accessible by the Customer
• "Downtime" means any period during which the Service is completely unavailable due to an issue within TheCloud.market's control, as measured from our monitoring systems
• "Scheduled Maintenance" means planned maintenance windows announced at least 48 hours in advance via email or our status page - this is excluded from Downtime calculations
• "Emergency Maintenance" means urgent, unannounced maintenance required to prevent security incidents or infrastructure failures - this is excluded from Downtime calculations where reasonable notice is given as soon as practicable
• "Monthly Uptime Percentage" means total minutes in a month minus Downtime minutes, divided by total minutes in the month, expressed as a percentage
• "Service Credit" means an account credit applied to your next invoice, not redeemable as cash

2. Uptime Guarantee

TheCloud.market commits to the following Monthly Uptime Percentages for its core services:

Service Type	Monthly Uptime Guarantee	Maximum Downtime/Month
Shared Web Hosting	99.9%	43.8 minutes
VPS Hosting	99.9%	43.8 minutes
Cloud Storage	99.9%	43.8 minutes
Email Hosting	99.5%	3.6 hours
Control Panel Access	99.5%	3.6 hours

Uptime is measured using our internal monitoring infrastructure with checks at 1-minute intervals from multiple locations.

3. Exclusions - What Is Not Covered

The following events and conditions are excluded from SLA calculations and do not constitute Downtime for the purposes of this agreement:

• Scheduled or emergency maintenance windows
• Downtime caused by your own actions, misconfiguration, or software issues within your hosting environment
• Service interruptions caused by third-party providers outside our control (e.g., upstream network providers, DNS registrars, payment processors)
• Force majeure events including natural disasters, floods, earthquakes, power grid failures, government actions, or civil unrest
• DDoS attacks or other malicious attacks that overwhelm our infrastructure despite reasonable mitigation measures
• Suspension or termination of your account due to violation of our Terms of Service or Acceptable Use Policy
• Issues arising from your custom code, applications, scripts, or CMS installations
• Free or trial services
• Beta or pre-release product features

4. Service Credits

If TheCloud.market fails to meet the guaranteed Monthly Uptime Percentage in any given month, you are eligible to request a Service Credit as follows:

Uptime Achieved	Credit Issued
99.0% – 99.89%	5% of monthly fee
95.0% – 98.99%	10% of monthly fee
90.0% – 94.99%	20% of monthly fee
Below 90.0%	30% of monthly fee

Important:Service Credits are the sole and exclusive remedy for any SLA breach. Credits cannot exceed 30% of your monthly service fee for any single month and are not redeemable as cash refunds. For the purpose of calculating Service Credits, "monthly service fee" means the ex-tax (pre-GST) catalog price of the affected service.

5. How to Claim a Service Credit

To request a Service Credit, you must:

• Submit a credit request to [email protected] within 30 calendar days of the end of the month in which the Downtime occurred
• Include your account username, the affected service name, the date and time range of the Downtime experienced, and any relevant error messages or screenshots

We will review your claim within 7 business days and notify you of our determination. Approved credits will be applied to your account within 14 days of approval. We reserve the right to verify all claims using our own monitoring data.

6. Our Monitoring and Status Page

We maintain a public status page at status.thecloud.market where you can view real-time and historical availability of our Services. We recommend subscribing to status updates to receive automatic notifications of incidents, maintenance windows, and resolutions.

Our internal monitoring uses multi-location checks and is the authoritative source for uptime calculations in the event of a dispute.

7. Support Response Times

In addition to uptime commitments, we target the following support response times:

• Critical Issues (complete service outage): Initial response within 2 hours, 24x7
• High Priority (significant performance degradation): Initial response within 4 business hours
• Medium Priority (partial service issues, non-critical errors): Initial response within 8 business hours
• Low Priority (general queries, feature requests): Initial response within 24 business hours

Response times are measured from the time a support ticket is submitted via our control panel or email. Business hours are 10:00 AM to 6:00 PM IST, Monday to Friday, excluding Indian public holidays. Critical issue support is available 24x7.

8. Customer Responsibilities

To enable TheCloud.market to meet its SLA commitments, you agree to:

• Maintain current and accurate contact details in your account so we can reach you during incidents
• Subscribe to status page notifications for the services you use
• Report issues promptly via [email protected] or our ticketing system
• Maintain independent backups of your data - while we perform regular infrastructure backups, these are for disaster recovery purposes and are not guaranteed to include all customer data
• Keep your applications, CMS, plugins, and scripts updated and secure

9. Backup Policy

TheCloud.market performs daily snapshots of shared hosting environments for disaster recovery purposes. These snapshots are retained for 7 days. However:

• Backup restoration is provided on a best-effort basis and is not guaranteed
• VPS customers are responsible for managing their own backups unless a managed backup add-on is purchased
• We strongly recommend that all customers maintain their own independent off-site backups
• TheCloud.market is not liable for any data loss even where backup services are provided

10. SLA Modifications

TheCloud.market reserves the right to update this SLA with 30 days' notice. Continued use of the Services after the effective date of the revised SLA constitutes your acceptance of the changes.

11. Contact

For SLA-related enquiries or to submit a credit claim:

TheCloud.market Support Team

Email: [email protected]

Status Page: status.thecloud.market

Business Hours: Monday – Friday, 10:00 AM – 6:00 PM IST

This SLA is part of the TheCloud.market Terms of Service and is governed by the laws of India.