Service Level Agreement

Version: 1.4 | Effective Date: December 25, 2025

Entity: GigaNode Technologies Private Limited ("GigaNodes")
Jurisdiction: India

5.1. Service Performance Guarantees

The Company warrants the following performance metrics ("Guaranteed Metrics") for applicable services:

1. Network Infrastructure

The Company guarantees a network availability of 99%. Coverage under this SLA is triggered only if network availability drops below this threshold for a continuous period exceeding thirty (30) minutes.

2. Control Panel Interface

The Company guarantees 99% availability of the service management interface. Coverage triggers after a continuous outage exceeding twenty (20) minutes.

Clarification: Panel unavailability does not constitute Service unavailability if the backend IP remains responsive.

3. Hardware Integrity

The Company warrants uninterrupted physical server operation. Coverage triggers after a continuous hardware failure exceeding five (5) minutes.

4. DDoS Mitigation

The Company warrants protection against Denial of Service attacks. Coverage triggers if the Company fails to mitigate an attack within fifteen (15) minutes (900 seconds).

5.2. Exclusions from Coverage (Limitations)

The Subscriber acknowledges that the following scenarios are strictly excluded from SLA coverage and compensation eligibility:

1. Scheduled Maintenance

Downtime resulting from planned maintenance for which advance notice has been issued via email or website announcement.

2. Software & Configuration

Interruptions caused by third-party software errors, crashes, Client-installed plugins, custom scripts, or file corruption.

3. Resource Overutilization

Instability caused by the Subscriber's service exceeding its allocated resource limits (CPU/RAM/Disk).

4. Client-Caused Disruption

Issues arising from Client actions, misconfiguration, or self-inflicted attacks.

5. Force Majeure

As defined in Section 1.7 of the Master Service Agreement, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, shortage of transportation facilities, fuel, energy, labor, or materials, or failure of third-party telecommunications.

5.3. Compensation and Remuneration Mechanism

In the event of a verified breach of the Guaranteed Metrics, the Subscriber is entitled to compensation strictly adhering to the following quantum:

Compensation Rate

For every block of twelve (12) hours of continuous, verified downtime, the Subscriber shall receive a service extension equivalent to one (1) day of service.

Claim Protocol

To invoke this clause, the Subscriber must submit a formal SLA Claim via the billing portal support ticket system within seven (7) days of the service restoration.

Discretionary Finality

All SLA claims are subject to forensic investigation by the Company. The Company reserves the sole right to approve or deny claims based on its internal logs. Claims related to scheduled maintenance or downtime less than the specified thresholds will be automatically rejected.

Contact Information

For SLA claims or questions about this policy, please contact us: