Service Legal Agreement

Parties: This Service Level Agreement (“SLA”) is entered into between Atfenix Data Centre Private Limited (“Atfenix,” “we,” “our,” or “us”) and the client (“Customer,” “you,” or “your”).
This SLA defines the service standards, uptime commitments, responsibilities, and remedies associated with Atfenix’s hosting, colocation, VPS, and dedicated server services.

Scope of Services

This SLA applies to the following services provided by Atfenix:

Colocation Services
Virtual Private Servers (VPS)
Dedicated Servers
Network Connectivity and Bandwidth
Data Centre Facilities and Infrastructure

Uptime Commitment

Atfenix guarantees 99.982% uptime annually, consistent with Tier 3 standards.
Uptime is measured monthly and excludes scheduled maintenance.

Exclusions from uptime calculation:

Scheduled maintenance (notified at least 24 hours in advance).
Force majeure events (natural disasters, government actions, etc.).
Customer-caused issues (misconfiguration, third-party applications, etc.).

Support & Response Time

Atfenix provides 24x7x365 support. Response and resolution times vary based on issue severity:

Severity Level	Description	Response Time	Resolution Target
Critical (P1)	Complete service outage	15 Minutes	Within 4 hours
High (P2)	Major impact, partial service loss	30 Minutes	Within 8 hours
Medium (P3)	Performance issues	1 Hour	Within 24 hours
Low (P4)	Minor issues or queries	4 Hours	Within 72 hours

Data Centre Infrastructure

Power: Redundant UPS and backup generators with N+1 configuration.
Cooling: Precision cooling ensuring optimal environment.
Network: Multi-homed network connectivity with automatic failover.
Security: 24/7 surveillance, biometric access, and fire suppression systems.

Customer Responsibilities

Maintain updated contact information.
Ensure compliance with Atfenix’s Terms of Service and Acceptable Use Policy.
Properly configure and secure your applications, servers, and software.
Report issues promptly to our support team.

Scheduled Maintenance

Atfenix reserves the right to perform scheduled maintenance to improve performance and reliability.
Customers will be notified at least 24 hours in advance.
Emergency maintenance may be conducted with minimal notice.

Compliance & Data Protection

Atfenix adheres to applicable data protection and industry compliance standards.
Customer data remains the property of the customer; Atfenix will not access, share, or modify data without explicit consent, except where legally required.

7. Service Credits (Remedies)

If uptime falls below the guaranteed level, customers are eligible for service credits:

Monthly Uptime %	Service Credit
99.982% or higher	No credit
99.0% – 99.981%	5% of monthly service fee
98.0% – 98.99%	10% of monthly service fee
95.0% – 97.99%	25% of monthly service fee
Below 95%	50% of monthly service fee

Note: Service credits are the sole remedy for downtime and do not include consequential damages.

Limitation of Liability

Atfenix shall not be held liable for indirect, incidental, or consequential damages.
Maximum liability under this SLA shall not exceed the total fees paid by the customer for the affected month.

Term & Termination

This SLA is effective upon service activation and remains in force until service termination.
Either party may terminate services as per the Terms of Service.

Contact Us

For SLA-related queries, please contact:

Support Email

[email protected]

Corporate Email

[email protected]

Mailing Address

A-61, Sector 16, Noida, Uttar Pradesh 201301, India