What counts
HIOK-controlled incidents affecting documented service operations. Maintenance counts unless a specific maintenance window has been agreed with you.
One plan. 99.9% availability.
The same monthly uptime commitment for every hosted service. Support response targets are documented separately from availability.
99.9%monthly availability SLA
One platform plan. The same commitment for every hosted service, regardless of support add-on.
Read the governing availability terms →How availability is measured
Measured separately for the affected service in each calendar month:
Availability = 100 × (eligible minutes − unavailable minutes) ÷ eligible minutes
Unavailable minutes are periods when a service cannot perform its documented core operation because of a HIOK-controlled incident. For a 30-day month, 99.9% availability corresponds to 43 minutes and 12 seconds of unavailability.
What is excluded
Customer-requested resource creation, stopping or deletion; customer configuration, customer-controlled hardware or connectivity; and suspension under the Terms.
Support response targets
Uptime is the same. Response targets vary.
These are the currently published support options, separate from the single platform pricing plan. A response target is the time to an initial response, not a promise of resolution within that time.
| Support option | Coverage | Initial response target | Availability SLA |
|---|---|---|---|
| Basic · included | Documentation, community & billing email | No fixed response time published | 99.9% |
| Developer · optional | Email during business hours (IST) | Within 8 business hours | 99.9% |
| Business · optional | 24×7 email & phone | 1 hour for critical issues | 99.9% |
| Premier · optional | 24×7 critical support | 15 minutes for critical issues | 99.9% |
Business-hour targets follow the agreed support schedule. Confirm coverage and escalation contacts before relying on an add-on.
Review support options →Report an incident
Contact [email protected] or use console support. Include the resource, region and incident time range. We reconcile monitoring records with your evidence and explain the outcome.
No automatic service credits are offered under the existing SLA. Billing adjustments follow the Refund & Cancellation Policy. The Terms of Service govern measurement, exclusions and incident handling.
Enterprise due diligence
Talk to the team →Bring your requirements.
Discuss region boundaries, support coverage and available security evidence with our team.