Service Level Agreement (99.99% Uptime)

1. Calculation & Monitoring Methodology

Monthly Uptime Percentage is calculated across each calendar month using the formula:

Downtime is measured through automated multi-region telemetry probes polling our gateway interfaces, hypervisor daemons, and BGP looking glass feeds at 30-second intervals. Qualified Downtime commences when our monitoring systems detect complete packet drop or hypervisor crash, and ceases when the host system resumes passing normal synthetic health checks.

2. Datacenter Tier-IV Architecture & Power Redundancy

ServerMango hypervisors are physically housed in our premier Tier-IV certified datacenter in Noida (Sector 62, Uttar Pradesh). The facility features 2N+1 fault-tolerant architecture with dual independent active power utility sub-stations. In the event of primary utility interruption, automated transfer switches (ATS) engage static UPS banks instantaneously with zero disruption to active workloads, followed by on-site diesel turbine backup capable of continuous operation for 72+ hours without refueling.

3. Bare-Metal Hardware Replacement SLA

For customers utilizing Bare Metal Dedicated Servers, ServerMango maintains an on-site hardware inventory of enterprise CPUs (AMD EPYC, Intel Xeon), ECC RAM modules, Micron/Samsung NVMe solid-state drives, and hot-swap redundant power supplies. In the event of confirmed hardware failure diagnosed by our SRE team, replacement hardware will be installed within 4 hours of fault verification.

4. Maintenance Windows (Scheduled vs. Emergency)

Scheduled Maintenance: To ensure high security, kernel stability, and hardware firmware integrity, ServerMango conducts planned maintenance. We provide a minimum of 7 days advance notice via email and our status dashboard for scheduled maintenance. Scheduled maintenance is restricted to off-peak hours (between 01:00 AM and 05:00 AM IST) and does not count toward downtime calculations.

Emergency Maintenance: In the rare event of critical zero-day security vulnerabilities (e.g., critical Linux kernel CVEs, Meltdown/Spectre mitigations) or severe physical infrastructure hazards, ServerMango reserves the right to conduct urgent maintenance with as much advance warning as reasonably possible.

5. SLA Exclusions & Exceptions

The 99.99% Uptime Guarantee does not apply to interruptions resulting from:

• Customer-initiated actions, including operating system kernel panics, bad application deployments, software misconfigurations, or customer firewall blocks.
• Exhaustion of customer-allocated system resources (e.g., Out-Of-Memory OOM killer kills, 100% disk space saturation).
• Third-party DNS propagation delays or registrar failures outside ServerMango Anycast DNS control.
• Suspensions resulting from Acceptable Use Policy (AUP) or Terms of Service violations (e.g., spamming, unauthorized port scanning).
• Volumetric DDoS attacks exceeding the customer's subscribed scrubbing tier where traffic mitigation procedures are active.
• Force Majeure events including acts of God, armed conflict, government sanctions, or catastrophic national telecommunication blackouts.

6. Procedure for Requesting Service Credits

To claim a Service Credit under this SLA, the registered account holder must submit a credit request ticket through the Client Portal (myaccount.servermango.com) or email support@servermango.com within 30 days of the qualifying outage event.

The request must include:

• Your registered account email and affected Service ID / Hostname / IP address.
• Specific dates, timestamps, and duration of the downtime experienced.
• Diagnostic traceroutes, ping logs, or error responses captured during the event.