Service Level Agreement
Version 1.5 · Effective December 25, 2025 · GigaNode Technologies Private Limited (CIN U62099UP2024PTC208021)
This SLA defines our measurable service commitments and the compensation mechanism when we miss them.
5.1 Service Performance Guarantees
- Network infrastructure: 99% availability. A claim is triggered by 30 or more minutes of continuous network downtime.
- Control panels: 99% availability. A claim is triggered by 20 or more minutes of continuous outage.
- Hardware: continuous operation. A claim is triggered by hardware failure exceeding 5 continuous minutes, measured from detection.
- DDoS mitigation: active mitigation of attacks within 15 minutes of detection.
5.2 Exclusions from Coverage
- Planned maintenance announced in advance.
- Third-party software errors, plugins, or custom scripts.
- Subscriber-caused resource exhaustion (CPU, RAM, or disk).
- Subscriber misconfiguration or actions.
- Force majeure events, including upstream telecommunications failures.
5.3 Compensation Mechanism
For every block of twelve (12) hours of continuous, verified downtime covered by this SLA, the Subscriber receives a service extension equivalent to one (1) day of service. Claims must be submitted within seven (7) days of the incident through the billing portal. The Company validates claims against its internal monitoring logs.