CloudCenmax

Service Level Agreement

Last updated: 29 May 2026

This Service Level Agreement (the "SLA") describes the availability commitment for the CloudCenmax Services provided by Server Host Inc (an authorized user of the registered Cenmax trademark) and the remedies available if we do not meet it. It forms part of, and is governed by, our Terms of Service. Capitalised terms have the meanings given there.

1. Uptime Commitment

We target 99.9% monthly network availability for eligible Services, measured per calendar month. This commitment applies uniformly across all of our locations.

2. What "Downtime" Means

"Downtime" is a period during which an eligible Service is wholly unreachable over the network due to a failure within our or our data center partners' control, as measured by our monitoring. Availability is calculated per calendar month as: (total minutes in the month − eligible Downtime minutes) ÷ total minutes in the month.

3. Service Credits

  • If we fail to meet the committed availability in a calendar month, you may request a service credit equal to 5% of the affected Service's monthly fee for each hour of cumulative Downtime in that month.
  • The total credit for a Service in any calendar month is capped at the lesser of (a) 55% of that Service's monthly fee, or (b) the amount actually charged for that Service in the current month.
  • Service credits are applied to your Prepaid Balance or future invoices. They are not paid out as cash and have no cash value.
  • Service credits are issued only for Services that remain active or are being renewed.
  • Service credits are your sole and exclusive remedy for any downtime or availability shortfall.

4. Exclusions

The commitment and credits do not apply to unavailability caused by:

  • Scheduled or emergency maintenance for which we provide reasonable notice.
  • Factors outside our or our data center partners' reasonable control, including force majeure, internet backbone failures, and upstream provider outages beyond our network.
  • Your acts or omissions, your software or configuration, your applications, or capacity you have exceeded.
  • Suspension or termination of Services for non-payment or for breach of the Terms or the Acceptable Use Policy.
  • Loss of secondary IP addresses, licensing rights, or promotional pricing following suspension or termination.
  • Denial-of-service or other attacks directed at your Services.

5. Claiming a Credit

To claim a credit, contact us within 7 days of the end of the month in which the Downtime occurred, including the affected Service, the dates and times of the Downtime (with time zone), and any supporting detail. We will verify the claim against our monitoring records, which are authoritative absent manifest error.

6. Support Availability

  • Support tickets: accepted 24/7; responses are handled in order of arrival, so immediate responses cannot be guaranteed.
  • Phone support: available during published business hours.
  • Priority or VIP support, where offered, is a paid add-on and is non-refundable.

7. Changes to this SLA

We may update this SLA from time to time. The current version, with its updated date, applies to your use of the Services.

8. Contact

Server Host Inc
1309 Coffeen Ave STE 1200, Sheridan, WY 82801, USA
Email: support@cenmax.in