InHosted.ai — Cloud Infrastructure & GPU Cloud Platform
This Service Level Agreement (“SLA”) describes the service availability targets, support commitments, service-credit eligibility, and related conditions applicable to eligible cloud infrastructure services provided by InHosted.ai (“InHosted,” “we,” “us,” or “our”).
This SLA forms part of the applicable service agreement, Terms of Use, order, or other contractual arrangement between InHosted and the customer (“Customer,” “you,” or “your”).
This SLA applies only to services expressly identified as covered under this SLA. Service-specific terms, order forms, or written agreements may establish different service levels. Where there is a conflict, the applicable signed agreement or service-specific SLA will govern to the extent expressly stated.
Subject to the applicable service plan and order, this SLA may apply to the following services:
Not all services, configurations, locations, plans, or features necessarily qualify for the availability commitment or service credits described in this document.
The service description, plan details, and applicable order should be reviewed to determine whether a particular service is covered.
For eligible services, InHosted targets 99.95% monthly availability, unless a different availability target is expressly stated in the applicable service plan or written agreement.
Availability is assessed separately for each eligible service instance or service unit, using InHosted's designated monitoring systems and the measurement method applicable to that service.
The availability target is a service-level commitment subject to the conditions, exclusions, and remedies set out in this SLA. It is not a guarantee that every application, workload, network path, or customer-operated system will operate without interruption.
Where technically applicable, monthly availability will be calculated as follows:
Monthly Availability (%) =
(Total Eligible Minutes − Unavailable Minutes) Total Eligible Minutes × 100
Where:
For a service instance, unavailability generally means that the InHosted-managed infrastructure required to provide that service is not operational or accessible in accordance with the applicable service definition.
The exact availability test may differ by service type. For example, an infrastructure availability test may not measure the performance or availability of an application installed by the Customer.
InHosted will use reasonable technical methods to monitor covered services. These may include infrastructure health checks, platform monitoring, network monitoring, incident records, and other relevant operational data.
InHosted's monitoring and incident records will be used to assess SLA claims. Customer-provided evidence may also be considered where relevant.
A Customer's inability to access a service from a particular device, network, location, or third-party provider does not by itself establish that the InHosted-managed service was unavailable.
Periods of interruption, degradation, or inaccessibility will not count as Unavailable Minutes to the extent caused by any of the following:
An exclusion will apply only to the extent the relevant event caused or contributed to the interruption. InHosted will not treat an unrelated incident as excluded merely because an excluded event occurred at the same time.
Customers may report service interruptions and technical issues through the support channels designated by InHosted, including the customer portal or:
Email: inquiry@inhosted.ai
Customers should use any dedicated support or emergency contact provided in their account or service documentation where available.
To help InHosted investigate an incident, the Customer should provide, where applicable:
Customers should not include passwords, private keys, API secrets, or other sensitive credentials in support requests.
InHosted will use commercially reasonable efforts to acknowledge, investigate, and address reported incidents according to the applicable support plan and the severity of the issue.
Unless a separate written support commitment applies, this SLA does not guarantee a specific initial response time, continuous support availability, or incident resolution time.
An acknowledgement confirms receipt of a report; it does not necessarily mean the underlying issue has been resolved.
If an eligible service fails to meet its applicable monthly availability target, the Customer may qualify for a service credit under this section.
Service credits are the Customer's sole and exclusive remedy under this SLA for failure to meet the stated availability target, except where applicable law or a separate written agreement provides otherwise.
For an eligible service with a 99.95% monthly availability target, the following proposed schedule applies:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% or above but below 99.95% | 10% |
| 95.0% or above but below 99.0% | 25% |
| 90.0% or above but below 95.0% | 50% |
| Below 90.0% | 100% |
The credit percentage is applied to the eligible recurring service charges for the affected service during the relevant month, excluding taxes, one-time setup fees, usage charges not expressly included in the applicable service plan, third-party charges, and other excluded fees.
These credit tiers are proposed commercial terms and should be approved by InHosted before publication.
To request a service credit, the Customer must:
Claims received after this deadline may be rejected, subject to applicable law or any different written agreement.
InHosted will review the claim against its monitoring records, incident history, applicable service definition, and exclusions. InHosted may request additional information reasonably necessary to assess the claim.
If approved, the credit will ordinarily be reflected in a subsequent invoice or account balance within a commercially reasonable period.
The Customer must remain responsible for all charges not disputed in good faith. A claim does not automatically entitle the Customer to withhold payment.
The Customer is responsible for:
Unless expressly included in a service description, InHosted does not guarantee that an individual virtual machine, dedicated server, storage resource, or other component will provide application-level high availability or automatic failover.
This SLA does not independently guarantee backup frequency, backup retention, data restoration, recovery point objectives, or recovery time objectives.
Such commitments apply only where expressly specified in the relevant backup, storage, disaster recovery, or service-specific documentation.
The Customer should maintain independent backups of important data and validate recovery procedures appropriate to its operational requirements.
InHosted will handle Customer data in accordance with the applicable Terms of Use, Privacy Policy, Data Processing Agreement, and service-specific terms, as applicable.
InHosted may implement reasonable protective measures to maintain platform stability, security, and availability. Such measures may include traffic filtering, rate limiting, network isolation, emergency maintenance, or temporary restrictions on affected services.
Where reasonably practicable, InHosted will notify the Customer of a material service restriction and provide information about remediation or restoration.
InHosted may take immediate action where necessary to address a credible security threat, protect infrastructure, comply with law, or enforce its policies. Any such action remains subject to applicable law and the governing agreement.
Security controls and protective actions do not, by themselves, establish whether a service credit is due. Eligibility will be assessed under the availability criteria and exclusions in this SLA.
InHosted may update, maintain, improve, replace, or discontinue aspects of its services in accordance with the governing agreement and applicable law.
Where a change materially affects an expressly committed availability target, InHosted will provide notice as required by the applicable agreement or law.
Nothing in this section permits InHosted to disregard an existing contractual commitment retroactively.
This SLA addresses service availability and service credits for eligible services only. It does not independently create a warranty that any service will be uninterrupted, error-free, secure against every possible threat, or suitable for a particular workload.
To the maximum extent permitted by applicable law, any liability arising from services is governed by the applicable Terms of Use, service agreement, and other contractual documents.
Nothing in this SLA excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
This SLA should be read together with the following documents, where applicable:
This SLA does not independently establish a right to a cash refund, cancellation without charge, data recovery, or compensation beyond the remedies expressly described here.
If a service-specific SLA provides a different availability target or remedy, that service-specific SLA will apply to the extent it expressly supersedes this document.
InHosted may revise this SLA from time to time. The revised version will be published on the InHosted.ai website with an updated “Last Updated” date.
Changes will apply prospectively, subject to applicable law and any notice or consent requirements under the governing agreement. A change will not retroactively eliminate a service-credit entitlement that already accrued under the applicable SLA.
Where a separate written agreement governs amendments, that agreement will control.
The governing law, jurisdiction, and dispute-resolution procedures applicable to this SLA are those specified in the governing Terms of Use or separate written agreement, subject to applicable law.
Nothing in this section overrides mandatory rights or legal protections that cannot lawfully be excluded.
For questions about this SLA or to submit a service-credit claim, contact:
InHosted.ai
Email: inquiry@inhosted.ai
Phone: +91 99583 19290
Address: A-86, I-Area, Block A, Sector 57, Noida, Uttar Pradesh 201301, India
End of Service Level Agreement
