Service Level Agreement
Last Updated: December 8, 2025
This Service Level Agreement ("SLA") describes the service levels Datnass Tech Pvt Ltd ("Datnass", "we", "us") commits to provide to customers using our GDX Cloud and GDX OnPrem storage services.
This SLA applies to customers who have entered into a service agreement with Datnass for the provision of cloud storage services.
Service Availability
Datnass commits to maintaining the following service availability levels:
| Service | Monthly Uptime Commitment | Maximum Downtime/Month |
|---|---|---|
| GDX Cloud Storage | 99.9% | 43 minutes |
Uptime Calculation: Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) * 100
Scheduled Maintenance
To ensure optimal performance and security, Datnass performs scheduled maintenance activities:
- Advance Notice: We will provide at least 72 hours notice for scheduled maintenance that may impact service availability
- Maintenance Windows: Scheduled maintenance is typically performed during off-peak hours (Sunday 12:00 AM - 06:00 AM IST)
- Emergency Maintenance: In case of critical security patches or urgent fixes, emergency maintenance may be performed with shorter notice
- Notification: Customers will be notified via email and through our status page at status.datnass.com
Note: Scheduled maintenance windows are excluded from downtime calculations for SLA purposes.
Support Response Times
Datnass provides tiered support based on the severity of the issue:
| Priority Level | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 - Critical | Service is completely unavailable or data is at risk | 30 minutes | 4 hours |
| P2 - High | Service significantly degraded affecting business operations | 2 hours | 8 hours |
| P3 - Medium | Service partially impaired with workaround available | 8 hours | 48 hours |
| P4 - Low | General inquiries, feature requests, or non-urgent issues | 24 hours | 5 business days |
Support Hours: Priority P1 and P2 issues are handled 24/7. Priority P3 and P4 issues are handled during business hours (Monday-Friday, 10:00 AM - 5:00 PM IST, excluding public holidays).
Service Credits
If Datnass fails to meet the committed uptime levels, eligible customers may receive service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.9% | 5% of monthly fee |
| 95.0% - 99.0% | 10% of monthly fee |
| Below 95.0% | 20% of monthly fee |
Claiming Service Credits:
- Service credit requests must be submitted within 30 days of the incident
- Submit requests to hello@datnass.com with your account details and incident description
- Service credits are applied to future invoices and are not redeemable for cash
- Maximum service credits per month shall not exceed 50% of the monthly fee
Exclusions
The following are not covered by this SLA and do not count towards downtime calculations:
- Scheduled Maintenance: Pre-announced maintenance windows as described above
- Force Majeure: Events beyond our reasonable control, including natural disasters, wars, government actions, or internet backbone failures
- Customer Actions: Issues caused by customer's equipment, software, or actions that violate the terms of service
- Third-Party Services: Failures in third-party services, networks, or ISPs not under Datnass control
- Beta/Preview Features: Services explicitly labeled as beta, preview, or experimental
- Abuse or Misuse: Service unavailability due to violation of acceptable use policies
- DNS Issues: DNS propagation delays or issues with customer's DNS configuration
Data Durability
Datnass is committed to protecting your data with the following durability guarantees:
- Data Durability: GDX Cloud is designed for 99.999999999% (11 9) durability of objects over a given year
- Redundancy: Data is automatically replicated across multiple devices and availability zones
- Backup: Regular backups are performed to protect against data loss
- Encryption: All data is encrypted at rest using AES-256 encryption and in transit using TLS 1.2+
Important: While we maintain high durability standards, customers are responsible for maintaining their own backups of critical data as per best practices.
Modifications to SLA
Datnass reserves the right to modify this SLA at any time. Changes will be effective upon posting to our website.
- Material changes that reduce service levels will be communicated at least 30 days in advance
- Customers will be notified via email of any significant changes
- Continued use of services after changes constitutes acceptance of the modified SLA
For questions about this SLA, please contact us at hello@datnass.com.