Service Level Agreement
MantraCloud's SLA guarantees service excellence at no additional cost. The company reserves the right to modify terms by posting revised versions at MantraCloud.com. Customers accept the most recent version upon using the services.
Network Uptime Guarantee
MantraCloud commits to 99.9% network availability in a given calendar month. Network unavailability means 100% packet loss between MantraCloud's infrastructure and the Internet, measured from acknowledgment to restoration.
Service Credit: 5% of the Monthly Recurring Charges for that month for every hour of downtime (up to 50% of customer's monthly fee).
Infrastructure Uptime Guarantee
Infrastructure -- encompassing power, HVAC, UPS, PDU, and cabling -- carries the same 99.9% availability commitment in a given calendar month. Downtime is measured from acknowledgment until the server powers back on.
Service Credit: 5% of the Monthly Recurring Charges for that month for every hour of downtime (up to 50% of customer's monthly fee).
Managed Backups
MantraCloud initiates backups and monitors R1Soft CDP server reports for issues. The service enables customers to independently explore, download, and restore backups without administrator intervention.
The company strongly recommends frequent testing by restoring or downloading data to verify backup integrity.
Hardware Guarantee
MantraCloud guarantees replacement of faulty hardware within 4 hours from the time MantraCloud acknowledges the problem. If identical hardware is unavailable, temporary similar hardware maintains operations until replacement arrives.
Hardware includes CPU, RAM, motherboard, hard drives, video cards, power supplies, and related components. Failure to meet this timeline triggers the same credit structure outlined above.
Exceptions to SLA
Credits are unavailable for failures caused by:
- Uncontrollable circumstances (government actions, war, natural disasters, terrorism, strikes, telecommunication interruptions)
- Third-party provider network faults
- Scheduled maintenance or emergency upgrades
- Security breaches, viruses, denial-of-service attacks, or misuse
- DNS or email problems beyond MantraCloud's direct control
- Customer actions or omissions, negligence, or policy breaches
- Inaccessible accounts due to password changes
- Non-paying or delinquent accounts
Credit Request Process
Eligible customers must maintain good standing with no outstanding charges when failures occur. Evidence documentation is the customer's responsibility.
- Claims must arrive within 5 days of the incident; late submissions forfeit eligibility.
- MantraCloud support approves requests within two billing cycles.
- Credits apply to subsequent invoices.
- Total credits are limited to fifty percent (50%) of the Monthly Recurring Charges paid by customer for such month.
- MantraCloud determines final approval.
SLA Summary
| Guarantee | Commitment | Credit | Max Credit |
|---|---|---|---|
| Network Uptime | 99.9% | 5% per hour | 50% monthly fee |
| Infrastructure Uptime | 99.9% | 5% per hour | 50% monthly fee |
| Hardware Replacement | 4 hours | 5% per hour | 50% monthly fee |