Last Updated: February 20, 2025
UnleashX provides a 99.9% uptime commitment for active customers on our Enterprise and Enterprise Scale plans (and certain Business plan customers who have agreed to UnleashX's Master Subscription Agreement), subject to the terms below.
Uptime Commitment
UnleashX will provide Uptime equal to at least 99.9% of the total time in each calendar month, as measured by UnleashX (the "Uptime Commitment"). "Uptime" means the total time, in minutes, during the relevant calendar month less the Downtime during that calendar month. We measure Uptime using server monitoring software, which monitors, among other things, server-side success and error rates, client-side success and error rates, and the overall volume of server requests (including both requests from UnleashX's clients and public API requests).
Downtime
"Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available, excluding inaccessibility or unavailability due to (a) the Customer's or the Customer's Permitted Users' acts or omissions, (b) the Customer's or the Customer's Permitted Users' and/or third-party equipment, software, or other technology (other than third-party equipment within UnleashX's direct control), (c) the Customer's or the Customer's Permitted User-supplied integrations or API customizations that interfere with the operation of the Services, (d) slowness or other performance issues with UnleashX Product features, (e) Internet outages, or computer or telecommunications failures or delays, (f) Force Majeure Events, (g) scheduled maintenance disclosed with at least 24 hours' notice, (h) hacking or virus attacks, or (i) reasonable emergency maintenance.
Service Credits
If the Uptime Commitment is not met during any particular calendar month during the Service Term, then Enterprise plan Customers will be eligible for a service credit ("Service Credit") equal to ten (10) times the fees paid from the applicable Customer to UnleashX for the affected Services for the portion of the calendar month that constituted Downtime (calculated by dividing Downtime by the total number of minutes in the calendar month), provided that the Customer reports to UnleashX such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Service Level Agreement. For the avoidance of doubt, fees paid by the Customer shall be allocated on a per-minute basis over the calendar month for which they were paid.
To request a Service Credit, Customers must send an email to UnleashX at grievances@unleashx.in within thirty (30) days of the end of the month in which the Uptime Commitment was not met. The Customer must include either its account ID or registered email address, and the previously reported dates and times when there was Downtime.
If UnleashX confirms that a Customer is eligible for a Service Credit, UnleashX will issue a credit to the Customer's account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. The Service Credits shall be the Customer's sole and exclusive remedy, and UnleashX's sole and exclusive liability, for any failure by UnleashX to meet the Uptime Commitment.
Data Center Locations
UnleashX hosts its Services on servers physically located within India to comply with data localization requirements. Our primary data centers are located in Mumbai and Hyderabad, with additional failover capacity in Bengaluru. This infrastructure deployment ensures compliance with Indian regulations while maintaining our Uptime Commitment.
Scheduled Maintenance
UnleashX performs scheduled maintenance during off-peak hours, typically between 01:00 and 05:00 Indian Standard Time (IST), to minimize service disruption. All scheduled maintenance will be communicated at least 24 hours in advance through email notifications to designated technical contacts and through announcements on our Status Page.
Incident Response Time
UnleashX is committed to responding promptly to service disruptions. Our incident response times are as follows:
- Critical Incidents (service unavailable): Initial response within 30 minutes, with updates every hour until resolution
- Major Incidents (significant impairment): Initial response within 1 hour, with updates every 2 hours until resolution
- Minor Incidents (limited impact): Initial response within 4 hours, with updates as necessary until resolution
Monitoring and Reporting
UnleashX continuously monitors our services using both automated systems and manual checks. Customers can access real-time service status information at any time through our Status Page. Additionally, Enterprise and Enterprise Scale customers receive:
- Monthly uptime reports delivered to designated contacts
- Access to a dedicated dashboard showing historical performance metrics
- Automated notifications of incidents affecting their specific workspaces
Regulatory Compliance
This Service Level Agreement operates in compliance with all applicable Indian regulations, including but not limited to the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011. In accordance with these regulations, UnleashX maintains appropriate security measures and disaster recovery protocols to safeguard customer data.
Definitions
Any capitalized terms not defined in this Service Level Agreement have the meanings given to them in UnleashX's Master Subscription Agreement (the "MSA"). References to the "Services" in this Service Level Agreement also mean the "UnleashX Products" (or similar term), as used in the MSA.
Updates
As UnleashX evolves, we may change our Service Level Agreement, so we encourage you to regularly check this page for updates. Any material changes will be communicated to customers via email at least 30 days before they take effect.