Our Compute SLA outlines uptime guarantees and service credit policies for excloud Compute (Virtual Machines). Please review carefully.

Last Updated: March 24, 2026

This excloud Compute Service Level Agreement (this “SLA”) is a policy governing the use of excloud Compute (“excloud Compute”)* and applies separately to each account using excloud Compute. In the event of a conflict between the terms of this SLA and the terms of the excloud Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

*For purposes of this SLA, excloud Compute includes any associated networking, storage, and Elastic IP Address resources purchased with the relevant excloud Compute instance(s).

SLAs

AHPK Technologies makes two SLA commitments for excloud Compute: (1) a Region-Level SLA that governs excloud Compute deployed across multiple Availability Zones or regions, and (2) an Instance-Level SLA that governs excloud Compute instances individually.

Region-Level SLA

For excloud Compute with all running instances deployed concurrently across two or more Availability Zones in the same region (or at least two regions if there is only one Availability Zone in a given region), AHPK Technologies will use commercially reasonable efforts to make excloud Compute available for each excloud region with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle (the “Region-Level SLA”). In the event excloud Compute does not meet the Region-Level SLA, you will be eligible to receive a Service Credit as described below.

Instance-Level SLA

For each individual excloud Compute instance (“Single Compute Instance”), AHPK Technologies will use commercially reasonable efforts to make the Single Compute Instance available with an Instance-Level Uptime Percentage of at least 99.5%, in each case during any monthly billing cycle (the “Instance-Level SLA”). In the event any Single Compute Instance does not meet the Instance-Level SLA, you will be eligible to receive a Service Credit as described below.

Note: In addition to the Instance-Level SLA, AHPK Technologies will not charge you for any Single Compute Instance that is Unavailable for more than six minutes of a clock hour. This applies automatically and you do not need to request credit for any such hour with more than six minutes of Unavailability.

SLA Credits

Service Credits are calculated as a percentage of the monthly bill (excluding one-time payments such as upfront payments made for Reserved Instances) for excloud Compute in the affected excloud region that did not meet the Region-Level SLA, or for the Single Compute Instance in the excloud region that did not meet the Instance-Level SLA, respectively.

We will apply any Service Credits only against future payments for excloud Compute otherwise due from you. At our discretion, we may issue the Service Credit to the payment method 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 AHPK Technologies. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.

Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by opening a support ticket via email at . You may only submit a claim under either the Region-Level SLA or the Instance-Level SLA, as these claims cannot be combined or stacked for a particular Single Compute Instance. Your credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include the information specified below for the Region-Level SLA and Instance-Level SLA, respectively.

Region-Level SLA requests must include:

1. the words “excloud Compute SLA Credit Request – Region-Level Claim” in the subject line;
2. the dates, times, and affected excloud region of each Unavailability incident that you are claiming;
3. the resource IDs for excloud Compute; and
4. your request logs that document the errors and corroborate your claimed outage**.

Instance-Level SLA requests must include:

1. the words “excloud Compute SLA Credit Request – Instance-Level Claim” in the subject line;
2. the dates, times, and the affected excloud region and Availability Zone of each Unavailability incident that you are claiming;
3. the resource IDs for the affected Single Compute Instances; and
4. your request logs and other data necessary for AHPK Technologies to validate your claimed outage**.

** Please replace any confidential or sensitive information with asterisks.

If a claim under the Region-Level or Instance-Level SLA is confirmed by us as valid, we will issue you a Service Credit within one billing cycle following the month in which your request is confirmed by us.

Your failure to provide the requested and other information as required above will disqualify you from receiving a Service Credit. Unless otherwise provided in the Agreement, this SLA sets forth your sole and exclusive remedies, and AHPK Technologies’ sole and exclusive obligations, for any unavailability, non-performance, or other failure by us to provide excloud Compute.

excloud Compute SLA Exclusions

The Region-Level SLA and Instance-Level SLA, respectively, do not apply to any unavailability, suspension or termination of excloud Compute, or any other excloud Compute performance issues, directly or indirectly: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of excloud Compute; (ii) that result from any actions or inactions of you, including failure to acknowledge a recovery volume or respond to resource health concerns; (iii) that result from your equipment, software or other technology; or (iv) arising from our suspension or termination of your right to use the applicable excloud Compute in accordance with the Agreement (collectively, the “excloud Compute SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Instance-Level Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

SLA Definitions

• “Availability Zone” means an isolated location within an excloud region identified by a letter identifier following the excloud region code (e.g., in-west-1a).
• “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which excloud Compute was in the state of Unavailability.
• “Instance-Level Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Single Compute Instance was in the state of Unavailability.
• “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Unavailable” and “Unavailability” mean:
  • For the Instance-Level SLA, your Single Compute Instance has no external connectivity.
  • For the Region-Level SLA applicable to excloud Compute, when all of your running instances deployed in two or more Availability Zones in the same excloud region (or, if there is only one Availability Zone in the excloud region, that Availability Zone and an Availability Zone in another excloud region) concurrently have no external connectivity.

Contact Us

If you have any questions about this SLA, please contact us:

AHPK Technologies Private Limited

B707 Mangal Tower Sector 17 Vashi Navi Mumbai 400703

Email: