Service Level Agreement (SLA)

HMBCloud commits to providing high-availability infrastructure with an operational 99.95% network uptime guarantee.

1. Network Availability Commitment

Our Tier-IV Indian facilities in Mumbai, Noida, and Bengaluru feature dual power supplies, generator backups, and multi-homed BGP network connections to provide 99.95% continuous network availability in each calendar month.

2. Service Outage Credits

If network downtime in any calendar month drops below 99.95%, clients are entitled to service credits applied against upcoming renewal invoices:

• 99.0% – 99.94% Uptime: 10% monthly service credit
• 98.0% – 98.99% Uptime: 25% monthly service credit
• Below 98.0% Uptime: 50% monthly service credit

Scheduled maintenance windows announced in advance are excluded from downtime calculations.