Service Level
Agreement

• Uptime: The percentage of time in a calendar month during which the service is available and operational.
• Downtime: A continuous period of 5 or more minutes during which a service is totally unavailable. Scheduled maintenance windows are excluded.
• Incident: Any unplanned event causing service degradation or outage.
• RTO (Recovery Time Objective): Maximum time to restore service after a declared disaster event.
• RPO (Recovery Point Objective): Maximum data loss window in the event of a disaster failover.

EasyCloud guarantees the following minimum monthly uptime percentages per service and plan. Uptime is measured at 1-minute intervals from our monitoring systems across three global probe locations.

Support ticket first-response SLA varies by plan and priority level (Nepal business hours 9am–6pm NPT for Starter; 24/7 for Business and Enterprise Critical):

For Business and Enterprise plans with DR enabled:

• RPO (Business): ≤ 15 minutes — maximum data loss window during a zone-level failure
• RTO (Business): ≤ 1 hour — service fully restored on DR site
• RPO (Enterprise): ≤ 5 minutes (real-time replication)
• RTO (Enterprise): ≤ 15 minutes (active-active configuration available)

DR SLAs apply only to events where both Zone A infrastructure fails and DR failover is triggered — not to individual VPS or service-level issues.

If EasyCloud fails to meet the uptime SLA in any calendar month, you are eligible for a service credit applied to your next invoice. Credits are calculated as a percentage of the monthly fee for the affected service:

• Credits must be requested within 30 days of the incident by emailing support@sajilocloud.com.np with subject line "SLA Credit Request — [Your Account ID]".
• Include the date, time, duration of the issue, and affected services.
• EasyCloud will review and respond within 14 business days.
• Approved credits are applied to the following invoice — they are not redeemable for cash.
• Maximum credit per month is 100% of the monthly fee for the affected service.

The following are excluded from uptime calculations and SLA credits:

• Scheduled maintenance (minimum 72 hours advance notice provided via email and status page)
• Emergency maintenance required to protect infrastructure security
• Events caused by your software, configurations, or actions
• Third-party failures outside EasyCloud's infrastructure (e.g., upstream ISP outages, internet backbone issues)
• Force majeure events as defined in our Terms of Service
• Suspension of services due to violation of our Acceptable Use Policy or non-payment
• DDoS attacks targeting your specific services (we provide best-effort mitigation)

EasyCloud performs scheduled maintenance during low-traffic windows (typically 02:00–05:00 NPT on Sundays). We provide a minimum of 72 hours advance notice via email and the Status Page. Emergency maintenance may be performed without advance notice in critical security situations; we will notify you as soon as practicable.

Real-time uptime data is available at https://www.sajilocloud.com.np/status.php. Monthly uptime reports are available in your customer control panel. We measure uptime from our NOC monitoring systems, which probe each service from multiple points every 60 seconds.