99% Uptime
Guaranteed

This Service Level Agreement ("SLA") is between PowerDown Hosting ("Company", "we", "us") and the Customer ("you") and defines the uptime commitments, service credits, exclusions, and remedies for PowerDown Hosting services. This SLA applies to all active paid services including VPS Hosting, Dedicated Servers, Virtual Dedicated Servers (VDS), Game Hosting, Web Hosting, and related infrastructure services.

PowerDown Hosting guarantees a minimum of 99% monthly network uptime for all services. Uptime is calculated on a monthly basis using the following formula: Uptime % = ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100 Monthly Uptime Targets: • 99.0% uptime = maximum 7 hours 18 minutes downtime per month • 99.5% uptime = maximum 3 hours 39 minutes downtime per month • 99.9% uptime = maximum 43 minutes downtime per month (best effort) PowerDown Hosting targets 99.9% uptime for all services, with a minimum guaranteed threshold of 99%.

If PowerDown Hosting fails to meet the 99% monthly uptime guarantee, eligible customers may request service credits as follows: Monthly Uptime | Service Credit 99.0% to 99.9% | No credit (within SLA) 98.0% to 98.99% | 5% of monthly fee 95.0% to 97.99% | 10% of monthly fee 90.0% to 94.99% | 25% of monthly fee Below 90.0% | 50% of monthly fee Service credits are applied as account credit toward future invoices and are not redeemable as cash refunds. Credit requests must be submitted within 7 days of the end of the affected month.

Downtime is defined as a period during which the customer's service is completely inaccessible due to a failure within PowerDown Hosting's infrastructure, network, or hardware. Downtime does NOT include: • Scheduled maintenance windows (with 24-hour advance notice) • Customer-caused outages (misconfiguration, resource exhaustion) • Emergency maintenance required to prevent larger service failures • Third-party network or internet backbone failures • DDoS attacks or force majeure events • Suspension due to non-payment or policy violations • Beta or trial services

PowerDown Hosting performs scheduled maintenance to ensure infrastructure health and security. • Routine maintenance: Announced at least 24 hours in advance • Emergency maintenance: May be performed without prior notice when required to maintain network integrity or security • Maintenance windows are typically scheduled during low-traffic hours (02:00 AM – 06:00 AM IST) • Scheduled maintenance time does not count toward downtime calculations Customers will be notified of scheduled maintenance via: • Email notification to the registered account email • Status page at status.powerdownhosting.com • Discord server announcements

PowerDown Hosting operates enterprise-grade infrastructure to support our uptime commitments: Hardware • Dell PowerEdge and HPE servers with ECC memory • AMD EPYC, AMD Ryzen 9, and Intel Xeon processors • NVMe SSD storage with RAID configurations • Redundant power supplies in all production nodes Network • Tier-1 upstream providers via Tata Communications • Multi-homed BGP routing for redundancy • 10Gbps+ uplinks per node • Cloudflare Magic Transit for DDoS mitigation • Network monitoring 24/7/365 Datacenters • Tier III rated facilities in Mumbai and Delhi NCR • N+1 power redundancy • Precision cooling systems • Physical security with 24/7 CCTV and access control

All PowerDown Hosting services include DDoS protection as part of the standard service: • Layer 3/4 volumetric attack mitigation (UDP floods, SYN floods, ICMP floods) • Upstream scrubbing center with 1+ Tbps capacity • Cloudflare Magic Transit on select services • Automatic detection and mitigation with sub-minute response Important: During large-scale DDoS attacks, PowerDown Hosting may implement null-routing (traffic blackholing) on affected IPs as a last resort to protect network stability. This temporary measure, while causing service interruption, is not counted as a violation of the SLA when the attack is the root cause of the disruption.

The following are excluded from SLA uptime calculations and are not eligible for service credits: • Outages caused by the customer's own actions, including server misconfiguration, resource exhaustion, or accidental deletion • Outages during services suspended due to non-payment or policy violations • Performance degradation that does not result in complete service inaccessibility • Third-party service failures (DNS providers, external APIs, domain registrars) • Internet backbone failures or peering issues outside PowerDown Hosting's control • Force majeure events including natural disasters, government actions, fires, floods, or power grid failures • DDoS attacks that exceed scrubbing capacity • Beta, trial, or free-tier services • Issues caused by software bugs in the customer's applications • Maintenance windows announced with 24-hour notice

To request a service credit: 1. Submit a support ticket at support@powerdown.in or via Discord within 7 days of the incident 2. Include the following information: - Account email and service ID - Date and time of the outage (with timezone) - Duration of the outage - Description of the issue experienced 3. PowerDown Hosting will review the request and respond within 5 business days 4. If approved, credits will be applied to your account within 7 business days Credit requests submitted outside the 7-day window will not be accepted.

PowerDown Hosting provides snapshot functionality in the VirtFusion control panel as a convenience feature. However: • PowerDown Hosting is NOT responsible for data loss under any circumstances • Customers are solely responsible for maintaining independent, off-site backups • Snapshots are stored on the same physical infrastructure and do not constitute off-site backups • We strongly recommend automated daily backups using rsync, rclone, or similar tools to external storage Data loss due to hardware failure, accidental deletion, or any other cause is not covered by this SLA and PowerDown Hosting assumes no liability for data loss.

PowerDown Hosting provides 24/7 technical support with the following target response times: Critical (Service completely down): • First response: Within 1 hour • Resolution target: Within 4 hours High (Service degraded, partial outage): • First response: Within 2 hours • Resolution target: Within 8 hours Medium (Non-critical issues): • First response: Within 4 hours • Resolution target: Within 24 hours Low (General inquiries): • First response: Within 24 hours • Resolution target: Within 72 hours Response times are targets, not guarantees, and may vary based on support volume and issue complexity.

Service credits are the sole and exclusive remedy available to customers for SLA violations. PowerDown Hosting's total liability under this SLA shall not exceed the monthly fee paid for the affected service. PowerDown Hosting is not liable for: • Indirect, incidental, or consequential damages • Loss of business, revenue, or profits • Data loss or corruption • Any damages arising from SLA violations exceeding the monthly service fee This limitation applies regardless of the form of action or legal theory.

PowerDown Hosting reserves the right to modify this SLA at any time. Changes will be: • Published on our website at powerdown.in/sla • Effective 30 days after publication • Communicated to active customers via email Continued use of our services after the effective date constitutes acceptance of the revised SLA. For any questions about this SLA, contact us at support@powerdown.in