Service Commitment

CloudAdda will use commercially reasonable efforts to make CloudAdda provided Services available with a Monthly Uptime Percentage (defined below) of at least 99.9%, in each case during any Monthly/Quarterly/Annually billing cycle (the “Service Commitment”). In the event CloudAdda provided Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Definitions
  • “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which CloudAdda provided Services, as applicable, was in the state of “Service Unavailable.” Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any CloudAdda SLA Exclusion (defined below).
  • “Service Unavailable” and “Service Unavailability” mean that more than one Cluster Zone in which you are running an instance/server, within the same cluster, is “Unavailable” to you.
  • “Unavailable” and “Unavailability” mean:

    • For CloudAdda, when all your running instances/servers have no external connectivity.
    • For CloudAdda, when all your running instances/servers have no external connectivity.
  • A “Service Credit” is a dollar/rupee credit, calculated as set forth below, that we may credit back to an eligible account.
Service Commitments and Service Credits

Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments made for Reserved Instances) for either CloudAdda provided services (whichever was Unavailable, or both if both were Unavailable) in the Region affected for the monthly billing cycle in which the Service Unavailability occurred in accordance with the schedule below.

Monthly Uptime Percentage
Service Credit Percentage
Less than 99.9% but equal to or greater than 99.0%
10%
Less than 99.0%
30%

We will apply any Service Credits only against future CloudAdda provided Services, payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from CloudAdda.

A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar/rupee ($1 USD/INR) whichever is applicable. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the CloudAdda Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide “CloudAdda Services” is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

CloudAdda SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of CloudAdda provided services, or any other performance issues:

  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point.
  • that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume.
  • that result from your equipment, software or other technology and/or third-party equipment, software or other technology (other than third party equipment within our direct control).
  • that result from failures of individual instances or volumes not attributable to Service Unavailability.
  • that result from any maintenance as provided for pursuant to the CloudAdda Agreement.
  • arising from our suspension and termination of your right to use CloudAdda Provided services in accordance with the CloudAdda Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
Escalation Matrix
Priority
Escalation Level
Immediate
Urgent
Production
Testing and Evaluation
Service Outage
Level 1: Service Desk
Immediate
Immediate
Immediate
Immediate
Level 2: Tier 2 Engineer
Immediate
Within 1 hr if not resolved
Within 4 hrs if not resolved
Within 4 hrs if not resolved
Level 3: Service Manager
Immediate
Within 90 mins if not resolved
Within 5 hrs if not resolved
Within 5 hrs if not resolved
External Vendor Contact
Immediate
Immediate
Immediate
Immediate
Service Disruption
Level 1: Service Desk
Immediate
Immediate
Immediate
Immediate
Level 2: Tier 2 Engineer
Immediate
Within 1 hr if not resolved
Within 4 hrs if not resolved
Within 4 hrs if not resolved
Level 3: Service Manager
Immediate
Within 90 mins if not resolved
Within 5 hrs if not resolved
Within 5 hrs if not resolved
External Vendor Contact
Immediate
Immediate
Immediate
Immediate
Minor Issue
Level 1: Service Desk
Immediate
Immediate
Immediate
Immediate
Level 2: Tier 2 Engineer
Immediate
Within 1 hr if not resolved
Within 4 hrs if not resolved
Within 4 hrs if not resolved
Level 3: Service Manager
Immediate
Within 90 mins if not resolved
Within 5 hrs if not resolved
Within 5 hrs if not resolved
External Vendor Contact
Immediate
Immediate
Immediate
Immediate
Value add
Level 1: Service Desk
Immediate
Immediate
Immediate
Immediate
Level 2: Tier 2 Engineer
Immediate
Within 1 biz day if not resolved
Within 1 biz day if not resolved
Within 1 biz day if not resolved
Level 3: Service Manager
Immediate
Within 20 Working hrs if not resolved
Within 20 Working hrs if not resolved
Within 20 Working hrs if not resolved
External Vendor Contact
Immediate
Immediate
Immediate
Immediate
Commercial

CloudAdda Private Cloud Infrastructure (CAPCI) is a state-of-the-art Infrastructure as a service platform where you the customer gets High Availability at every layer of the stack (unless mentioned) ensuring 99.999% Uptime. We have Dual path Redundancy at every level.

We quote below the pricing for the CAPCI

Sl.No.
Description
Unit
Rate(₹)
1.
VCPU
Core / Month
900.00
2.
RAM
GB / Month
600.00
3.
Disk Space – SSD Clustered 3 Backup retention
GB / Month
6.00
4.
Disk Space – HDD Designed for backup and archival, no backup included for this storage
GB / Month
3.00
5.
Disk Space – HDD 3 Backup retention
GB / Month
6.00
6.
Disk Space – NVME SSD Clustered and replicated across Servers – 3 Backup retention
GB / Month
15.00
7.
Disk Space – SSD NVME Erasure Coding
GB / Month
7.00
8.
Bandwidth Internet Data Transfer (Local network data transfer not charged)
GB / Month
8.00
9.
10 Mbps Unmetered Internet (Quantity discount not applicable)
10 Mbps / Month
13,500.00
10.
50 Mbps Unmetered Internet (Quantity discount not applicable)
50 Mbps / Month
33,500.00
11.
100 Mbps Unmetered Internet (Quantity discount not applicable)
100 Mbps / Month
50,000.00
12.
200 Mbps Unmetered Internet (Quantity discount not applicable)
200 Mbps / Month
88,000.00
13.
IP Address
IP / Month
280.00
14.
VLAN Management
VLAN / Month
200.00

We don’t bind you to a configuration like competition only condition is that the vCPU cannot be more than the vMemory. For e.g. if you need 16GB RAM in a VM we can offer this to you in any combination from 1 vCPU to 16 vCPU but if you need more vCPU you need to order more vMemory as well. There is no binding on your vDisk Capacity. You can have anywhere from 1GB to 10TB on a single VM on a per vDisk.

You can also opt for an Unmetered ILL and we shall allocate this bandwidth to a group of VM / Servers as per your requirement.

We can also help in the onetime migration from Physical to Virtual using the tools available for no extra cost keeping in mind that this is going to be long term arrangement.

The above discount does not consider the vCPU in the VDI as a count for the discount as that is being offered at a price factoring in all the discounts possible already. The vNetwork is also not considered in this discount as this is not a part of the VM and a separate component of the solution.

The pricing for the Physical Infrastructure is as follows: (Minimum 1 Year commitment)

  • High Density Full Rack – 52U: Rs. 45,000 per month (One-time Setup cost of Rs. 50,000 extra)
  • High Density Half Rack – 24U: Rs. 32,000 per month (One-time Setup cost of Rs. 50,000 extra)
  • High Density Qtr. Rack – 10U: Rs. 20,000 per month (no setup cost if space available in CA rack)
  • Single 1U / 2U Space – Per U: Rs. 3,000 per month (no setup cost if space available in CA rack)
  • Redundant Un-interrupted Power: Rs. 21 per Unit of consumption (Billed monthly as per meter reading)
  • Dedicated Seating space: Rs. 18,000 per month.
  • IP Address: Rs. 280 per month per IP
  • VLAN: Rs. 200 per VLAN per month (We do not charge for creating upto 2-3 VLAN.)

You can bring your own firewall(s), routers etc. if required the same can be provided to you at an additional cost from our end too.

If your infra is beyond 40-50 Servers, its recommended to have your own redundant Firewall setup so that you can have complete control on your infrastructure with your own firewall rules and complete control on the network.

L1 Support: 8×5 Dedicated manpower can be provided at Rs.35,000 per month.

Option: Buy back of existing servers being transitioned into the cloud is available at the current estimated market value. This buyback value shall be adjusted over 6 months against the CAPCI billing.

DATACENTER
CloudAdda has the Tier III Certified Data-centre Infrastructure at Bangalore to provide services and host the Cloud Infrastructure that’s Fully owned and managed by CloudAdda. The certification and compliance reports are available on request.