AXIONEUARX ("we", "us", "our") commits to providing reliable availability of the TANTRA System ("System") to you ("Customer", "you"). This SLA defines the service level commitments, credits, and exclusions.
Uptime Commitment:
We commit to 99.9% Monthly Uptime Percentage for the System's core functionality (excluding scheduled maintenance, force majeure, or customer-caused issues).Uptime Calculation:
Monthly Uptime Percentage = (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100- Downtime = time the System is not responding or accessible due to factors within our control.
- Downtime excludes scheduled maintenance (notified at least 48 hours in advance), force majeure events, customer misuse, third-party issues, or problems with underlying cloud providers (Azure/AWS) beyond our control.
Service Credits:
If Monthly Uptime falls below 99.9%, you are eligible for service credits applied to your next invoice:- Credits are the exclusive and sole remedy for downtime — no other claims or damages may arise (Indian Contract Act, 1872 Section 74).
- Credits are non-transferable and expire if unused at next billing.
Exclusions:
No credits or liability apply for:- Downtime caused by your actions, misuse, or third-party content.
- Scheduled maintenance (notified ≥48 hours in advance).
- Force majeure events (natural disasters, government actions).
- Cyber attacks not attributable to our negligence.
- Issues with underlying cloud providers (Microsoft Azure / AWS) beyond our control.
- Single-instance deployments or configurations not recommended by us.
- Beta or preview features.
Monitoring & Reporting:
We monitor uptime and provide reports upon your written request. You acknowledge the System is hosted on third-party cloud infrastructure (Azure/AWS in India regions).Limitations:
This SLA is the exclusive remedy for performance issues. No other claims or damages shall arise from downtime or service interruptions.Amendments:
We may update this SLA with reasonable notice. Continued use constitutes acceptance.
| Uptime Percentage | Credit Percentage of Monthly Fees |
|---|---|
| ≥99.9% | 0% |
| 99.0% – <99.9% | 10% |
| <99.0% | 25% |
For questions, contact info@axioneuarx.com / axioneuarx@gmail.com.