Service Level Agreement
What we commit to
Sagar Aggarwal, trading as ScaleMax Cloud, commits to 99.9% monthly uptime of your server: the share of our checks in a calendar month in which your server's SSH port answered, leaving out the exclusions below. Months and days are measured in UTC. This applies to each KVM VPS you pay for, with any image we offer.
Service credits
If a server's uptime for a calendar month falls short of the commitment, you can claim a credit equal to a share of that server's monthly fee for that month:
| Monthly uptime | Credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of the monthly fee |
| Below 99.0% but at least 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
The credit is paid as wallet credit, not cash, and can be used against any invoice. For a server billed yearly, the monthly fee is one twelfth of the yearly price. Credit is the only remedy for downtime under this SLA, and it does not affect the 7-day money-back window in the Refund & Cancellation Policy.
How to claim
Claim within 30 days of the end of the month in question. Open a ticket from the dashboard, or write to billing@scalemaxcloud.com, with the server name and the month. We check the claim against our own monitoring records described below, and tell you the outcome. Claims made after 30 days are not eligible.
How uptime is measured
Our status monitor checks each running server about once a minute by connecting to its SSH port. A check passes when the port answers. Uptime for a month is the number of passed checks divided by all checks for that server in the month, with months and days counted in UTC. Minutes in which our monitor itself was not running record no check for your server and are left out of the calculation: they count neither as up nor as down. This SLA is measured only from those per-server SSH checks. The control panel row on the status page is measured separately and marks a gap of more than five minutes as down for the panel, but that does not change your server's uptime. The monitor does not subtract maintenance windows itself; we exclude announced maintenance when we review a credit claim. The monitor's records, not your own tooling, decide a claim. Your server page shows its measured uptime for the current month, and component status is published on the status page.
Planned maintenance
We announce planned maintenance at least 24 hours ahead, on the status page and by a notice on this site. Time inside an announced maintenance window is not counted as downtime: when we review a credit claim, we leave out checks that fell inside it.
What is not counted
These are excluded from downtime, and no credit is due for them:
- Anything you cause: changes to the guest, a stopped or rebooted server, a full disk, firewall rules, a crashed service, exhausted resources, or software you run.
- Suspension or termination under the Acceptable Use Policy, or for non-payment under the Terms of Service.
- Network attacks aimed at your server or your own traffic, such as a DDoS.
- Events outside our reasonable control (force majeure): natural disasters, war, power or internet failures beyond our facility, and upstream carrier failures.
- Announced planned maintenance, as above.
Scope
This SLA covers the availability of your KVM server. It does not cover the software inside it, third-party services you connect to, or the speed of any single network path. Read it with the Terms of Service.
Operator
- Legal name
- Sagar Aggarwal
- Registered address
- Dehradun, Uttarakhand 248001, India
- Support email
- support@scalemaxcloud.com
- Billing email
- billing@scalemaxcloud.com
- Phone
- +91 98188 11337
- Chat on WhatsApp
- Support hours
- 9am–11pm IST, every day