Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) applies to the services provided by Veeble Softtech Private Limited (hereafter “Veeble”).
Veeble guarantees 99.9% Service Availability, measured on a calendar-month basis.
1) Definitions
Service Availability:
The percentage of time the Veeble service is available in a given calendar month, excluding the items listed under Exclusions.
Service Unavailability:
A period during which the service is not available as defined in this SLA.
VE Server / Virtual Server:
A virtual environment or virtual server hosted on Veeble’s infrastructure.
2) Exclusions (Not counted in uptime/downtime calculations)
Service unavailability caused by any of the following will not be included in uptime/downtime calculations:
- Customer abuse incidents
- Denial-of-Service (DoS/DDoS) attacks
- Extreme amounts of traffic over a short period of time
- Other DoS techniques or similar attacks
- Other forms of intrusion
- War, acts of terrorism, or military conflicts
- Natural calamities (e.g., earthquakes, floods, hurricanes)
- Acts of God or other unforeseen circumstances
- Scheduled or emergency maintenance periods
3) Server Infrastructure Unavailability
Veeble monitors the infrastructure as a whole. Veeble does not monitor individual VE servers unless specifically designated by the customer.
VE server unavailability caused by DoS/DDoS attacks, traffic spikes, or other DoS techniques is excluded from uptime/downtime calculations.
Please note: downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by actions beyond Veeble’s control, including but not limited to DoS/DDoS attacks, extreme traffic spikes, or other forms of intrusion, are excluded from uptime/downtime calculations.
4) Network Availability
Service unavailability resulting from Network Unavailability will not be included in the Service Availability calculation.
Network Unavailability is defined as Veeble’s inability to pass incoming and outgoing TCP/IP traffic, including but not limited to:
- Backbone/provider issues
- Problems on the customer’s portion of the network
- Interruptions caused by DoS/DDoS or similar attacks
- Other forms of intrusion
5) Hardware Failure
In the event of a Veeble server hardware failure, Veeble will replace or repair the hardware within 24 hours of Veeble’s determination that the hardware has failed.
Hardware failure and the time required for repair or replacement (including associated downtime) will not affect the Service Availability calculation.
6) Scheduled Maintenance
To maintain optimal performance, Veeble performs routine maintenance on its servers. Such maintenance may require VE servers to be taken offline and is typically performed during off-peak hours.
Veeble will provide advance notice of maintenance requiring servers to be taken offline whenever reasonably possible.
Veeble reserves up to 2 hours of Service Unavailability per month for maintenance purposes. This unavailability is not included in the Service Availability calculation.
7) Service Credits for Non-Compliance (Infrastructure Availability)
If Service Availability falls below 99.9% in a given calendar month, then for each 0.1% below 99.9%, and upon customer notification (as described below), Veeble will provide a service credit equal to 10% of that month’s paid regular service charges.
How to request a credit:
To receive a credit, you must submit a request including:
Your account IP address
All dates and times of the claimed service unavailability
Send the request to [email protected] [Global] / [email protected] [India]
during the month immediately following the month for which the credit is requested.
Veeble will compare the information you provide with Veeble’s monitoring data and will notify you if a credit is approved. A credit is issued only if the unavailability warranting the credit is confirmed by Veeble’s monitoring data.
The total credit issued for any account will not exceed 50% of the monthly fees paid for that account for the month in which the credit is requested.
