Service Level Agreement (SLA)

QloudRDP, a brand operated by Qloudin Technologies Pvt. Ltd. ("QloudRDP", "we", "us", or "our"), is committed to providing reliable Remote Desktop Protocol (RDP) hosting and Tally on Cloud services.

This Service Level Agreement ("SLA") defines our monthly uptime commitment, service-credit policy, support response targets, maintenance practices, incident communications, and procedures for claiming service credits.

This SLA forms part of the QloudRDP Terms of Service, Fair Usage Policy, Refund Policy, Privacy Policy, and any applicable service-specific terms. In the event of a conflict, the applicable contractual documents will be interpreted together, subject to applicable law.

By purchasing or using a covered service, you acknowledge this SLA.

1.1 Covered Services

This SLA applies to the following paid services provided by QloudRDP:

• Windows and Linux RDP hosting plans, including Admin, Forex, Rendering, Encoding, and other purpose-built RDP plans.
• Custom-configured and built-to-order RDP servers.
• Tally on Cloud services, including Tally Essential, Tally Ultra, Tally Infinity, Tally Solo, and custom Tally servers.

Uptime is measured separately for each covered service.

1.2 Excluded Services

Unless expressly agreed in writing, this SLA does not cover:

• Free trials, demo accounts, promotional services, or complimentary services.
• Initial provisioning, account setup, server configuration, or data and TDL migration delays.
• TallyPrime, Tally ERP 9, Tally licences, Tally Software Services (TSS), TVU, TDLs, or other third-party software licences.
• Third-party applications, trading platforms, APIs, security tools, and services outside our operational control.
• Domains, SSL certificates, add-ons, and third-party services not expressly covered under this SLA.
• Software, settings, configurations, and changes introduced or controlled by the customer inside the server.

Exclusion of a third-party component does not automatically exclude an otherwise qualifying failure of QloudRDP-controlled infrastructure.

Service credits under this SLA are separate from refunds and do not independently create a right to a refund under the Refund Policy.

2.1 Commitment

QloudRDP commits to 99.95% monthly uptime for each covered service, with service credits as the remedy if this commitment is not met.

The commitment applies separately to each service and is not calculated collectively across multiple services, locations, servers, or customer accounts.

For a 30-day calendar month, 99.95% uptime corresponds to approximately 21.6 minutes of downtime, before accounting for exclusions under this SLA.

2.2 Definition of Downtime

"Qualifying Downtime" means a continuous period during which a covered service is completely unavailable, primarily caused by a verified failure of QloudRDP-controlled server infrastructure, network infrastructure, or data-centre facilities.

Examples may include:

• A physical server failure that makes the covered service completely unavailable.
• A QloudRDP-controlled network failure that prevents access to the covered service.
• A data-centre infrastructure failure that renders the covered service completely unavailable.

The following do not automatically constitute Qualifying Downtime:

• Partial performance degradation or slow response times.
• Intermittent connectivity where the service remains accessible.
• Customer-side connectivity issues.
• Operating system, software, or configuration problems within the customer's control.

Where packet loss or latency caused by QloudRDP-controlled infrastructure is severe enough to make the covered service unusable for a continuous period, we will assess it as potential Qualifying Downtime on a case-by-case basis.

Where an incident has multiple contributing causes, we will assess the evidence to determine whether it qualifies under this SLA.

2.3 Uptime Calculation

Monthly uptime is calculated using the following formula:

Monthly Uptime (%) = {(Total Monthly Minutes − Qualifying Downtime Minutes) ÷ Total Monthly Minutes} × 100

For this calculation:

• Total Monthly Minutes means the number of calendar days in the applicable month multiplied by 1,440 minutes.
• Qualifying Downtime Minutes means verified minutes of unplanned downtime that meet this SLA's eligibility criteria.
• Partial minutes of qualifying downtime are rounded up to the next full minute.
• Excluded maintenance and other expressly excluded events are not counted as Qualifying Downtime.
• Uptime percentages are calculated using unrounded values. The resulting percentage is rounded to two decimal places for display only; service-credit eligibility is determined using the underlying unrounded result.

Where an incident spans two calendar months, qualifying downtime will be allocated to the month in which each affected minute occurred.

2.4 Monitoring and Verification

Our internal monitoring systems, infrastructure logs, network records, and incident reports are the primary sources used to calculate uptime.

Customers may submit credible independent monitoring reports, screenshots, timestamps, or other relevant evidence. Such evidence will be considered during the investigation and will not be automatically disregarded merely because it differs from our internal monitoring.

We will review material discrepancies using available technical evidence, including server logs, monitoring records, network telemetry, and incident timelines.

Qualifying Downtime will be measured from the earliest reasonably verifiable time at which the covered service became unavailable due to the qualifying failure, rather than solely from the time the provider confirms the incident.

The end of downtime is the time at which the covered service has been restored to operational availability.

3.1 Credit Eligibility

If a covered service falls below the 99.95% monthly uptime commitment, an eligible customer may claim an extension of that service's validity, subject to the eligibility requirements and limits in this SLA.

The service-credit schedule is as follows:

The credit is applied to the affected service's expiry date. It is not a cash payment, refund, or monetary balance.

3.2 Credit Limits

• The maximum service credit is 30 additional days per covered service per calendar month.
• Total service credits for a customer cannot exceed 90 days in any rolling 12-month period.
• Credits apply only to the affected service.
• Credits cannot be transferred to another account or service, exchanged for cash, or applied to licences, add-ons, domains, or third-party services.
• For quarterly, half-yearly, and yearly subscriptions, approved credit days will be added to the existing expiry date.

Approved credits will be recorded against the affected service in the customer account wherever the client-area functionality permits.

3.3 Eligibility Requirements

A customer must satisfy all of the following conditions:

1. The affected service is covered under this SLA.
2. The service and account were active and in good standing at the time of the incident.
3. The account has no overdue invoices related to the affected service at the time the credit is applied.
4. The downtime resulted from a qualifying failure under our operational control.
5. The customer submits the claim within 30 calendar days of the relevant downtime.
6. The customer has not materially violated applicable Terms of Service, Fair Usage Policy, or billing obligations in a manner relevant to the claim.

A dispute over an unrelated matter will not, by itself, be treated as evidence that an outage did not occur. Eligibility will be assessed in accordance with the applicable contractual terms and law.

3.4 Service Credits and Liability

Service credits are the contractual remedy under this SLA for failure to meet the uptime commitment, subject to the limitations and exclusions set out in the applicable agreement.

To the extent permitted by applicable law, QloudRDP excludes liability for indirect, incidental, and consequential losses, including lost profits, revenue, customers, goodwill, and the cost of substitute services.

This includes trading or investment losses arising from the use or unavailability of hosted environments.

Nothing in this SLA excludes or limits liability where such exclusion or limitation is prohibited by applicable law, or overrides any non-waivable statutory rights.

The following events are excluded from Qualifying Downtime, subject to the conditions described below.

4.1 Scheduled Maintenance

Scheduled maintenance announced at least 48 hours in advance through email, the client area, or the status page is excluded from uptime calculations.

We will normally schedule planned maintenance during lower-traffic periods, typically between 01:00 and 06:00 IST, where operationally practicable.

For Forex and trading-focused RDP plans, planned maintenance will be scheduled on weekends (Saturday or Sunday) wherever operationally practicable, when major forex markets are closed.

Each scheduled maintenance window will generally not exceed eight hours. Where longer maintenance is necessary for security, stability, hardware replacement, or data protection, we will communicate the expected duration and provide updates where reasonably practicable.

4.2 Emergency Maintenance

Emergency maintenance may be performed without advance notice when reasonably necessary to protect infrastructure, customers, data, security, or network stability.

Only the maintenance period reasonably necessary to address the emergency will be excluded under this provision. We will record the incident, document the reason for the emergency maintenance, and communicate material service impacts as soon as reasonably practicable.

Any separate outage occurring outside the necessary maintenance period will be assessed under the normal uptime calculation rules.

4.3 Customer-Side and Software Issues

Downtime caused by the following is excluded where it is not attributable to a qualifying failure of QloudRDP-controlled infrastructure:

• Operating system faults, software errors, configuration changes, firewall rules, incorrect passwords, or lost login credentials.
• Excessive CPU, RAM, disk, bandwidth, or other resource consumption beyond the applicable plan limits.
• Customer-requested changes or customer-controlled software.
• Suspension resulting from abuse, non-payment, or a material breach of applicable service terms.

4.4 Security and Malicious Activity

DDoS attacks, brute-force attacks, malware, hacking attempts, spam, and other malicious activity are excluded where they cause the incident or require reasonable protective measures.

Protective actions such as traffic filtering or null-routing may be necessary to protect the network. However, an incident caused by a separate qualifying infrastructure failure will be assessed independently.

4.5 Third-Party Dependencies

The following are excluded to the extent the failure is outside our reasonable operational control and is not caused by a qualifying failure of our own infrastructure:

• Customer ISPs and local networks.
• External DNS providers, upstream network providers, internet exchanges, and external APIs.
• Payment gateways and third-party platforms.
• Tally software, licences, TDLs, brokers, websites, and other third-party applications.
• IP blacklisting, IP reputation issues, or third-party restrictions on access from a particular IP address or location.

4.6 Force Majeure

Events outside our reasonable control may include natural disasters, government action, war, terrorism, riots, fire, pandemics, power-grid failures, and widespread internet-backbone failures.

The treatment of such events will be subject to applicable law and the relevant contractual provisions.

5.1 Hardware Replacement Targets

Where a physical server hosting a covered service fails, we will make commercially reasonable efforts to replace the failed hardware within the following target times after confirmation of the failure:

These are operational targets, not guaranteed completion or restoration times.

Actual timelines may depend on hardware availability, data-centre location, vendor response, RAID rebuilds, system recovery, data integrity checks, and other technical constraints.

5.2 Replacement and Restoration Are Different

Hardware replacement does not necessarily mean that the affected service has been fully restored.

Service restoration may require operating system recovery, network reconfiguration, application validation, and data restoration.

We will provide reasonable updates about material restoration milestones where the incident affects a covered service.

Where technically and commercially feasible, we may migrate the affected service to alternative infrastructure to restore availability sooner. Such migration is subject to technical compatibility, capacity, security, and data-integrity considerations.

5.3 No Unverified Redundancy Promise

This SLA does not independently guarantee automatic failover, geographically redundant infrastructure, uninterrupted migration, or a particular recovery time objective unless these capabilities are expressly included in the applicable service plan or a separate written agreement.

Critical and high-priority incidents will be escalated internally where necessary. Customers should provide the affected service ID, server IP, error details, and relevant timestamps to help expedite investigation.

Resolution depends on the nature of the incident, customer cooperation, third-party dependencies, infrastructure status, and other technical factors.

Business hours means 09:00 AM to 05:30 PM IST, Monday to Sunday, GMT + 5:30 and applicable public holidays in India.

During a material outage, we will make reasonable efforts to provide progress updates at appropriate intervals until service restoration or a material change in incident status.

7.1 Submission Procedure

To request an SLA service credit, the customer must:

1. Open a support ticket through the QloudRDP client area or email support@qloudrdp.com.
2. Use the subject line "SLA Credit Request".
3. Submit the claim within 30 calendar days of the relevant downtime.
4. Identify the affected service, service ID, server IP address, incident date, estimated start and end times, and description of the issue.
5. Attach relevant supporting evidence, such as monitoring logs, screenshots, error messages, or incident references, where available.

Customers may also call +91 92785 99315 to report a critical outage. However, SLA credit claims must be submitted in writing as described above.

7.2 Investigation and Decision

We will review the claim using available monitoring records, server logs, network records, incident reports, and any relevant evidence submitted by the customer.

We aim to provide a decision within seven business days of receiving a sufficiently complete claim.

If additional information is reasonably necessary, we may request it from the customer and explain what is required to complete the review.

If the claim is approved, we aim to apply the service credit within ten business days of approval.

If a claim is rejected, we will communicate the principal reason for rejection and, where reasonably practicable, identify the relevant SLA provision.

7.3 Escalation of Disputed Claims

If the customer disagrees with the decision, the customer may submit a written escalation to support@qloudrdp.com within 30 calendar days of the decision.

The escalation should include the original claim reference, the reason for disagreement, and any additional evidence.

We aim to provide a final internal response within 15 business days of receiving the escalation.

This internal review process does not remove any rights available under applicable law.

8.1 Customer Backup Responsibility

Customers are responsible for maintaining independent, regular backups of their server data, applications, configuration files, and Tally company data.

Customers should periodically verify that their backups are complete and can be restored.

Any backup service offered by QloudRDP is governed by its applicable service description and terms. The availability of a backup service does not automatically guarantee a particular backup frequency, retention period, or restoration time.

8.2 Provider Responsibilities

Where a data-loss incident results from a qualifying infrastructure failure, QloudRDP will investigate the incident and provide reasonable information about the technical findings and available recovery options, subject to security and confidentiality requirements.

Any restoration assistance will depend on the availability and integrity of recoverable data, the applicable service plan, and the technical circumstances.

Unless expressly agreed in writing, this SLA does not guarantee recovery of every file, database, application, or customer modification.

8.3 Separate Recovery Commitments

Backup frequency, retention, recovery point objectives (RPO), recovery time objectives (RTO), and paid restoration services will be specified separately where offered.

Service credits under this SLA do not constitute compensation for data loss, corruption, deletion, security compromise, or business interruption.

This section is subject to applicable law and does not override any non-waivable legal obligation.

QloudRDP will communicate material service incidents through available channels, which may include:

• The QloudRDP status page.
• Registered customer email addresses.
• Support ticket updates.
• Client-area notifications.

For significant incidents, we will make reasonable efforts to publish or communicate:

• The affected service or infrastructure, where disclosure is appropriate.
• The time the incident was detected or confirmed.
• The known or suspected impact.
• Current mitigation or restoration efforts.
• Material changes in incident status.
• A closure update when the incident is resolved, where appropriate.

Incident communications may be updated as additional information becomes available. Initial estimates are not guarantees of restoration time.

Customers should keep their registered contact information current.

Status page: https://status.qloudrdp.com

Customers are responsible for:

• Maintaining secure credentials and access controls.
• Complying with the Terms of Service and Fair Usage Policy.
• Keeping their software, applications, licences, and configurations appropriately maintained.
• Monitoring their own application-level functionality.
• Maintaining independent backups of important data.
• Reporting suspected outages with accurate information.
• Keeping billing and contact details current.
• Cooperating reasonably with support investigations.

Customer responsibilities do not remove QloudRDP's obligations under this SLA for qualifying failures of covered infrastructure.

This SLA takes effect to covered services as specified in the applicable order and service terms.

Material revisions will be communicated at least 30 calendar days before taking effect, except where a shorter period is permitted or required by applicable law or an urgent legal or security requirement.

Notifications may be delivered by email, website notice, client-area notice, or another agreed communication channel.

The revised SLA will identify its effective date. Continued use of the services following the effective date will be treated as acceptance only to the extent permitted under applicable law and the governing contractual terms.

Where a customer does not agree to a material change, the customer may contact QloudRDP to discuss the applicable contractual options.

The parties should first attempt to resolve SLA-related disputes through the support and escalation procedures described in this document.

Any unresolved dispute will be subject to the applicable contractual terms and the laws of India.

Subject to applicable law, the competent courts in Lucknow, Uttar Pradesh, India, shall have exclusive jurisdiction over disputes arising under this SLA.

Nothing in this section limits any mandatory legal rights or remedies available to either party.

Service provider: Qloudin Technologies Pvt. Ltd. Brand: QloudRDP

• Support: Submit a ticket through the QloudRDP client area.
• Support email: support@qloudrdp.com
• Phone: +91 92785 99315
• Legal and escalations: support@qloudrdp.com
• Status page: https://status.qloudrdp.com
• Registered office: Qloudin Technologies Pvt Ltd, 4/453 Vibhav Khand, Gomti Nagar, Lucknow 226010

End of Service Level Agreement.