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This Service Level Agreement outlines the availability commitments, performance standards, and service credits applicable to SKE Cloud Private Limited’s services. It is intended to provide transparency around uptime expectations while defining fair and measurable remedies in the event service levels are not met, subject to the terms, exclusions, and limitations described herein.
Last Updated: 26 January, 2026
This Service Level Agreement (“SLA”) describes the service availability commitments and remedies applicable to eligible services provided by SKE Cloud Private Limited, having its registered office in Delhi, India (“SKE Cloud”, “we”, “us”, or “our”), through https://www.skecloud.com.
This SLA is intended to define measurable service availability standards and provide service credits in the event that SKE Cloud does not meet its uptime commitments. This SLA applies to infrastructure services and is subject to the terms and conditions, acceptable use policy, and other applicable agreements.
This SLA applies to the following services when purchased directly from SKE Cloud:
• Virtual Private Servers (VPS)
• Dedicated Servers
• Cloud computing infrastructure
• Data storage and backup services
• Private or organizational chat and collaboration servers
SKE Cloud commits to providing a Monthly Uptime Percentage of 99.95% for eligible services during each calendar month (“Service Period”), excluding Scheduled Maintenance and SLA Exclusions.
“Uptime” means the percentage of total time in a calendar month during which the core network and applicable service are operational and accessible from the public internet.
“Downtime” refers to periods during which the service is unavailable due to a failure within SKE Cloud’s infrastructure.
Scheduled maintenance does not count toward downtime. SKE Cloud will make commercially reasonable efforts to provide advance notice of scheduled maintenance through email, dashboard notifications, or service announcements.
The SLA does not apply to downtime caused by:
• Customer actions or misconfigurations
• Software, applications, or operating systems installed by the customer
• DDoS attacks or other attacks beyond reasonable mitigation capacity
• Force majeure events including natural disasters, war, or government actions
• Internet connectivity issues outside SKE Cloud’s network
• Suspension or termination due to policy violations or non-payment
If SKE Cloud fails to meet the 99.95% uptime commitment, eligible customers may request service credits as outlined below. Service credits are applied as account credits and are not cash refunds.
Monthly Uptime Percentage – Service Credit
99.95% to 97.0% – 2% of monthly service fee
97% to 95% – 10% of monthly service fee
95.0% to 90.0% – 25% of monthly service fee
Below 90.0% – 50% of monthly service fee
To receive service credits, customers must submit a written request to support@skecloud.com within 7 days of the end of the affected service period. Requests must include service details, dates and times of the issue, and a description of the impact experienced.
The total service credits issued for a single service period shall not exceed 50% of the monthly service fee for the affected service.
Service credits described in this SLA constitute the sole and exclusive remedy for failure to meet service availability commitments.
Customers are responsible for maintaining appropriate redundancy, backups, and monitoring within their environments. SKE Cloud recommends implementing high-availability architectures where business-critical workloads are deployed.
Service availability is measured by SKE Cloud’s internal monitoring systems. Data from third-party monitoring tools may be considered but is not determinative.
SKE Cloud reserves the right to modify this SLA from time to time. Any material changes will be communicated through the website or customer notifications.
This SLA shall be governed by and construed in accordance with the laws of India. Courts located in Delhi, India shall have exclusive jurisdiction.
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