Service Level Agreement

Scope

This Service Level Agreement ("SLA") applies only to paid, generally available Tower Services expressly identified by us as covered services.

Capitalized terms not defined herein have the meanings assigned to them in the Terms of Service.

Uptime Commitment

Tower Cloud targets 99.95% Monthly Uptime Percentage ("MUP") per region for Compute, Storage and Networking.

Definitions

MUP = 100% − (Downtime Minutes ÷ Total Minutes in the relevant month) × 100.

Downtime requires dual validation through both Tower monitoring and a customer support ticket raised during the affected period.

Control plane, API, console and dashboard outages are excluded from Downtime if customer workloads remain operational.

Maintenance

Scheduled maintenance window: 8:00 PM - 6:00 AM IST.

Planned maintenance and emergency maintenance are excluded from Downtime.

Service Credits

If we confirm that MUP for a covered service falls below the applicable commitment, we may issue SLA Credits in accordance with the Terms of Service.

SLA Credits are your sole and exclusive remedy under this SLA.

SLA Credits are non-cash, non-transferable and may be used only toward future Tower Services.

Unless otherwise stated by us in writing, SLA Credits expire 90 days after issuance.

Claims Process

Claims must be raised within 30 days from the end of the relevant month and must include the affected service, region, dates, logs and the relevant support ticket ID.

Failure to timely submit a complete claim will result in the claim being denied.

Exclusions

This SLA does not apply to:

planned or emergency maintenance;

customer misconfiguration, software defects, unsupported usage or failure to follow documentation;

third-party software, telecommunications failures, internet failures, payment processor or banking outages, or failures of services not operated by Tower;

Wallet funding delays, failed Wallet Top-Ups, Auto-Recharge failures, payment declines, payment gateway errors, settlement delays, reversals or chargeback-related restrictions;

beta, preview, trial, free or evaluation services;

force majeure events, abuse, prohibited activities, fraud, suspension or termination under the Terms of Service.

Clarification Regarding Wallet

The Wallet, billing ledger, payment interfaces and related payment-processing flows are administrative and commercial functions and are not covered services for MUP purposes unless we expressly agree otherwise in writing.

Contact

SLA queries may be directed to contact@tower.cloud