Legal

Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the commitment of NETPOOL TECHNOLOGIES PRIVATE LIMITED to deliver exceptional service across our SLA-covered offerings: VPS hosting, game servers, DDoS protection, and cloud services provided under the NETPOOL brands (XiteNodes, RudraCloud, and Hostira).

Last updated: July 29, 2026 · NETPOOL TECHNOLOGIES PRIVATE LIMITED

1. Uptime Commitment

We commit to maintaining 99.9% monthly uptime across all SLA-covered services. After recent upstream-related disruptions, all routing and infrastructure have been fully migrated to NETPOOL-controlled systems for consistent and predictable stability.

Our goal is to ensure long-term reliability backed by improved monitoring, faster incident response, and complete internal routing control.

2. Support & Response Times

  • Critical Issues (Service Down / Major Impact):Response within 30 minutes via Phone or WhatsApp Hotline.
  • Non-Critical Issues (Performance Issues, Panel Errors): Response within 6 hours via Discord Ticket.
  • General Inquiries: Response within 24 hours via Email or Ticket Portal.

During major incidents, customers will receive live updates, ETA for fix, and post-incident summaries for complete transparency.

3. Compensation Policy

  • ≤ 30 Minutes Downtime: No compensation.
  • 30–60 Minutes: ₹150 NETPOOL Wallet credit.
  • 1–2 Hours: 3-day service extension.
  • 2–6 Hours: 7-day service extension + ₹500 credit.
  • 6–12 Hours: 10-day service extension + ₹750 credit.
  • > 12 Hours: Choice between a 100% Wallet Refund or a Full Month service extension.

Compensation applies only to SLA-covered services. Budget Series plans do not include uptime guarantees.

4. Exclusions & Limitations

The SLA does not apply to downtime or interruptions caused by:

  • Scheduled maintenance (announced at least 24 hours in advance).
  • Natural disasters, backbone outages, or large-scale DDoS attacks exceeding 100 Gbps.
  • Client-side issues including misconfigurations, abuse, unsupported modifications, or policy violations.
  • Downtime less than or equal to 30 minutes.

5. Data Security

We take data integrity on game servers seriously.

  • If your service data becomes corrupted on our game server infrastructure, you are eligible for a 100% refund to the original payment method, subject to our Refund Policy.
  • Not applicable if the server was suspended or terminated (including for non-payment, abuse, or policy violations).
  • We guarantee 100% data recovery if you have created an in-panel Backup from the Backup tab prior to the incident.

For details, please review our Refund Policy.

6. Monitoring & Reporting

All services are monitored in real-time using internal and external tools. Outage notifications, incident updates, and maintenance alerts are shared transparently via Discord announcements and Email notifications.

Clients are encouraged to follow these channels for the latest service updates.

7. Support Hours & Channels

Our support team is available during business hours through the following channels:

  • Phone / WhatsApp (Priority Support)
  • Discord (Fast Support)
  • Ticket System (Standard Support)
  • Email (General Queries)

8. Disclaimer

This SLA represents a service commitment and is not a legally binding contract. All compensations, credits, and extensions are issued at the discretion of NETPOOL's management based on fairness and service impact.

With upgraded routing, improved monitoring, and complete infrastructure control, NETPOOL is committed to delivering reliable, stable performance backed by transparent communication.