This Service Level Agreement ("SLA") governs the service levels for myCloudMate educational management platform provided to educational institutions in India.
Service Level Agreement
This document is fully compliant with Indian data protection laws and regulations
✓ DPDP Act 2023 Compliant✓ Consumer Protection Act 2019✓ Made in India
Service Level Agreement
Official Legal Document • Public Access
Last Updated: 28 Aug 2025
Service Level Agreement
myCloudMate - Institute Management Platform
Last Updated: August 11, 2025
1. Introduction
2. Service Availability
We strive to maintain high availability of our services.
2.1 Uptime Commitment
- •Target Uptime: 99%
- •Measurement Period: Monthly
2.2 Exclusions
- •Scheduled maintenance (notified 48 hours in advance)
- •Force majeure events
- •Third-party service failures
- •Customer-caused issues
- •Beta features
3. Performance Standards
Our platform meets the following performance benchmarks.
3.1 Response Time
- •Page Load: < 3 seconds (95th percentile)
- •API Response: < 1 second (95th percentile)
- •Report Generation: < 30 seconds for standard reports
- •Bulk Operations: < 5 minutes for 1000 records
3.2 Concurrent Users
- •Support minimum 100 concurrent users per institution
- •Scale dynamically based on subscription
4. Support Services
We provide comprehensive support through multiple channels.
4.1 Support Channels
- •Email: support@mycloudmate.com
- •Phone: [Support Number]
- •In-platform ticket system
- •Knowledge base
4.2 Response Time SLA
| Priority | Initial Response | Resolution Target |
|---|---|---|
| Critical (P1) | 2 hours | 8 hours |
| High (P2) | 4 hours | 24 hours |
| Medium (P3) | 8 hours | 48 hours |
| Low (P4) | 24 hours | 5 business days |
4.3 Support Hours
- •Standard: Monday-Friday, 9 AM - 6 PM IST
- •Critical issues: Priority handling during business hours
5. Data Management
Comprehensive data protection and backup services.
5.1 Backup Schedule
- •Regular automated backups
- •Retention: As per hosting provider standards
- •Cloud-based redundancy
5.2 Recovery Objectives
- •Recovery Time Objective (RTO): Best effort, typically within 24 hours
- •Recovery Point Objective (RPO): Up to 24 hours
- •Data recovery subject to hosting provider capabilities
6. Security Commitments
Enterprise-grade security measures for data protection.
6.1 Infrastructure Security
- •SSL/TLS encryption
- •WAF protection
- •DDoS mitigation
- •Regular security audits
6.2 Compliance
- •DPDP Act 2023 compliance
- •Industry security best practices
- •Regular vulnerability assessments
- •Prompt incident response
7. Service Credits
Compensation for service level breaches.
7.1 Availability Credits
| Monthly Uptime | Service Credit |
|---|---|
| 95.0% - 99.5% | No credit |
| 90.0% - 95.0% | 5% |
| 80.0% - 90.0% | 10% |
| 70.0% - 80.0% | 25% |
| 60.0% - 70.0% | 35% |
| Below 60.0% | 50% |
7.2 Credit Request Process
- •Submit within 30 days of incident
- •Include downtime evidence
- •Credits applied to next invoice
- •Maximum 50% of monthly fee
8. Maintenance Windows
Scheduled and emergency maintenance procedures.
8.1 Scheduled Maintenance
- •Window: Sunday 2 AM - 6 AM IST
- •Frequency: Monthly or as needed
- •Notice: 48 hours advance
- •Duration: Maximum 4 hours
8.2 Emergency Maintenance
- •Critical security patches
- •Immediate notification
- •Minimize duration
- •Post-incident report
9. Monitoring and Reporting
Real-time monitoring and comprehensive reporting.
9.1 Real-time Monitoring
- •Service status page: status.mycloudmate.com
- •Automated alerts
- •Performance metrics
- •Incident updates
9.2 Monthly Reports
- •Uptime statistics
- •Performance metrics
- •Incident summary
- •SLA compliance
9.3 Status Page Performance Metrics
Important Legal Disclosure: Our public status page displays real-time and historical performance data. Customers should be aware of the following technical implementation details for transparency and compliance purposes:
9.3.1 Status Metrics Calculation
- •Real-time Service Status: Directly reflects actual service availability from live monitoring systems
- •Average Response Times: Calculated using day-specific algorithms that account for various factors
- •Historical Uptime Data: 90-day historical view with day-specific uptime percentages, documented incident correlation, and interactive selection for detailed day-specific metrics
Response Time Calculation Factors
- •Historical performance patterns (2% daily variation factor)
- •Known incident periods with increased latency (15-45ms additional delay)
- •Daily operational variations (±5ms random factor)
- •Service-specific baseline performance metrics
9.3.2 Status Page Technical Implementation
- •Data Refresh Rate: Every 30 seconds for real-time metrics
- •Uptime Chart Interactivity: Click any day to view historical performance data for that specific date
- •Performance Correlation: System metrics dynamically update to reflect selected historical periods
- •Chart Data Sources: Live API endpoints for current metrics, historical database for past performance, calculated projections for trend analysis
9.3.3 Legal Compliance & Transparency
- •Data Accuracy: All displayed metrics are derived from actual service performance data
- •Incident Disclosure: Historical incidents are accurately reflected in both uptime percentages and corresponding performance metrics
- •Customer Rights: Customers may request raw performance data for any displayed period within 30 days
- •Audit Trail: All performance calculations and historical data are maintained for regulatory compliance
- •Consumer Protection Act 2019 Compliance: In accordance with consumer protection laws, we maintain transparent, auditable records of all service performance metrics displayed on our status page. Any discrepancies in reported vs. actual performance may be escalated through our grievance redressal mechanism.
10. Escalation Procedures
Multi-level support escalation process.
Level 1: Support Team
- •First response
- •Basic troubleshooting
- •Ticket creation
Level 2: Technical Team
- •Complex issues
- •Bug fixes
- •Performance issues
Level 3: Engineering Team
- •Critical problems
- •Architecture issues
- •Major incidents
Level 4: Management
- •SLA breaches
- •Customer escalations
- •Strategic decisions
11. Customer Responsibilities
- •Maintain updated contact information
- •Provide timely access for troubleshooting
- •Follow security best practices
- •Report issues promptly
- •Backup critical data
12. Limitations
Service limitations and liability caps.
12.1 Force Majeure
- •Not liable for failures due to:
- •Natural disasters
- •Government actions
- •Internet failures
- •Power outages
- •Pandemic restrictions
12.2 Liability Cap
- •Monthly credits not to exceed monthly fee
- •Annual liability capped at annual fee
- •No indirect damages
13. SLA Modifications
- •30-day notice for changes
- •Customer acceptance required
- •Grandfathering of existing terms
- •Annual review cycle
14. Definitions
- •Downtime: Service unavailable to >10% users
- •Uptime: Service operational and accessible
- •Business Day: Monday-Friday, excluding holidays
- •Incident: Any service disruption
15. Contact Information
For SLA-related inquiries, please contact us through the appropriate channels:
Support Contacts
- •SLA Queries: support@mycloudmate.com
- •Technical Support: support@mycloudmate.com
- •Escalation: admin@mycloudmate.com
Document Information
- •Last Updated: August 11, 2025
- •Version: 1.1
Legal Document
Legally binding terms
Made in India
Compliant with Indian laws
Public Access
Freely accessible to all
Need Help or Have Questions?
Our legal and support teams are available to assist you with any questions about this document or our policies.
Grievance Officer
For complaints and grievance resolution
admin@mycloudmate.com
Response within 2 business days
Legal Team
For legal queries and clarifications
admin@mycloudmate.com
Legal compliance queries
General Support
For general inquiries and support
support@mycloudmate.com
General help and assistance