This Service Level Agreement (“SLA”) describes the service availability commitments, maintenance practices, service monitoring, incident handling, and remedies applicable to eligible services provided by 10PB (“10PB”, “we”, “us”, or “our”).
10PB provides cloud storage and related data management services, which may include S3-compatible object storage, file sharing, backup, recovery, and data archiving.
This SLA should be read together with the applicable Terms of Service, Privacy Policy, Acceptable Use Policy, and any service-specific agreement or order form.
This SLA applies only to services expressly covered by it. Where a signed customer agreement contains different service commitments, the applicable agreement will determine which terms govern.
This SLA applies to customers using eligible 10PB services under an active account or subscription.
Coverage may depend on the service, plan, deployment, configuration, and applicable customer agreement. Features offered under free, trial, promotional, or evaluation plans may have different availability commitments or may be excluded from service credits.
The applicable service, eligible plan, service region, measurement period, and any special conditions should be identified in the relevant order form, service description, or account documentation.
Unless expressly stated otherwise, this SLA does not create an uptime guarantee for third-party services, customer-owned infrastructure, customer networks, or systems outside 10PB's control.
10PB advertises a 99.995% uptime figure on its website. The applicable availability commitment must be confirmed for each covered service and plan before this SLA is published as a binding commitment.
Where a 99.995% monthly availability commitment applies, availability will be measured over each calendar month according to the calculation below.
Monthly Availability (%) =
(Total Eligible Minutes − Eligible Downtime Minutes) ÷ Total Eligible Minutes × 100
“Total Eligible Minutes” means the total minutes in the relevant calendar month during which the covered service is scheduled to be available, after applying only the exclusions expressly permitted by this SLA.
“Eligible Downtime” means a period during which the covered service fails to meet its defined availability criteria and the failure is attributable to the covered service, subject to the exclusions and claim requirements in this SLA.
For a 30-day month, 99.995% availability allows approximately 2.16 minutes of downtime. This is a stringent target and should not be published as a guaranteed commitment unless the underlying service architecture, monitoring, and operational records support it.
The service-specific definition of availability should identify which functions are covered, such as:
A service may remain available even if an individual request fails because of invalid credentials, insufficient permissions, customer configuration, unsupported requests, or a problem outside the covered service.
The applicable technical documentation should define the precise tests, monitoring locations, request types, and error conditions used to determine availability.
10PB may use service monitoring, infrastructure telemetry, operational logs, automated health checks, and incident records to evaluate service availability.
Availability will be determined using the monitoring and measurement methodology applicable to the covered service. Where monitoring identifies an incident, 10PB may review relevant system records and incident evidence to determine the incident's start time, end time, impact, and eligibility under this SLA.
Customer reports may assist with the investigation. A customer report alone does not automatically establish an eligible outage or service-credit entitlement.
10PB should maintain reasonable records of incidents and availability measurements for the purpose of administering this SLA and addressing customer claims.
From time to time, 10PB may perform maintenance, updates, upgrades, security patches, infrastructure changes, or other work necessary to operate and improve its services.
Where reasonably practicable, 10PB will provide advance notice of planned maintenance that is expected to materially affect a covered service. The notice method and notice period will depend on the service and applicable customer agreement.
Emergency maintenance may be necessary to address security vulnerabilities, infrastructure failures, data integrity risks, or other urgent operational issues. In such circumstances, advance notice may not always be possible.
Planned or emergency maintenance will be excluded from eligible downtime only where the exclusion is expressly permitted by the applicable SLA. Maintenance exclusions should not be used to remove downtime from the calculation without a clearly defined and disclosed basis.
A service interruption may be excluded from eligible downtime to the extent it results from circumstances outside the applicable availability commitment, including:
Any exclusion must be applied in good faith and supported by the relevant circumstances. Exclusions do not automatically apply to an entire incident merely because one contributing factor falls within an excluded category.
Customers who experience a suspected service interruption should report the issue through the official 10PB support channel.
Inquiry Email: inquiry@10pb.com
Emergency Contact: +91 99583 19290
A report should include, where available:
Customers should not include passwords, secret access keys, authentication tokens, or unnecessary personal information in support requests.
10PB will review reported incidents, investigate the reported impact, and provide updates through the applicable support channel.
Incident severity should be determined by the scope of the impact, the importance of the affected service, and the availability of workarounds.
The response targets below must be completed with operationally approved times before publication.
| Severity | Example | Initial Response Target |
|---|---|---|
| Critical | Widespread outage of a covered production service | [Insert target] |
| High | Major degradation affecting multiple users or important functionality | [Insert target] |
| Medium | Limited service degradation with a workaround available | [Insert target] |
| Low | General enquiry, minor issue, or non-urgent request | [Insert target] |
“Initial response” means acknowledgement and commencement of triage, not resolution of the incident.
Response targets apply only during the support coverage specified for the relevant plan or agreement. If 24/7 support is offered for a covered service, the applicable plan documentation should state this explicitly.
10PB will use reasonable efforts to investigate service incidents, mitigate their effects, and restore affected functionality.
Resolution time may depend on the nature of the incident, the affected infrastructure, third-party dependencies, diagnostic requirements, and the availability of a safe corrective action.
Unless expressly guaranteed in a separate written agreement, an incident response target does not constitute a guaranteed resolution time.
Where appropriate, 10PB may provide incident updates, workarounds, restoration notices, or a summary of the incident after service has recovered.
Service credits, if offered, are the contractual remedy for eligible availability failures under this SLA, subject to the applicable customer agreement and mandatory legal rights.
Do not publish a service-credit schedule until 10PB has approved the actual credit percentages, eligibility rules, and claim process.
If service credits are offered, the applicable schedule should specify:
Unless the applicable agreement expressly states otherwise, service credits should not be assumed to constitute a cash refund or to apply to third-party charges, taxes, or services outside the covered plan.
A claim should be reviewed against the relevant service records and applicable SLA terms. Any approved credit should be applied in accordance with the applicable agreement and law.
Where service credits are available, the customer must submit a claim through the designated support or billing channel within the claim period specified in the applicable agreement.
A claim should include:
10PB will review the claim and notify the customer of its decision through the applicable contact channel.
The claim deadline, decision timeframe, and credit calculation must be specified in the applicable service terms before this section is treated as a binding service-credit commitment.
Service availability and data protection are related but distinct matters. An uptime commitment does not, by itself, guarantee that data can be recovered following every loss, corruption event, accidental deletion, or customer-side error.
Backup, replication, retention, recovery-point objectives, recovery-time objectives, and disaster recovery commitments apply only where expressly included in the relevant service description or customer agreement.
Customers should assess their data protection requirements and maintain independent backups where appropriate.
Where 10PB provides a backup or recovery service, the applicable documentation should explain the covered data, backup frequency, retention period, recovery process, exclusions, and any expressly guaranteed recovery objectives.
Customers are responsible for:
Customer actions or configurations may affect service performance and availability. Any impact attributed to customer-side issues will be assessed under the applicable service terms.
10PB may update or modify its services to maintain security, reliability, compatibility, or operational effectiveness, subject to applicable contractual commitments and law.
Where a change materially affects a customer's covered service or agreed SLA, 10PB will follow the notice and change-management process specified in the applicable agreement.
Service discontinuation, migration, or material changes to an existing customer commitment will be handled in accordance with the relevant contract and applicable legal obligations.
This SLA should be read together with:
If a separate signed agreement contains specific availability commitments or remedies that conflict with this SLA, the priority rules stated in that agreement will apply to the extent permitted by law.
This SLA applies only to the services, plans, and commitments expressly covered by it.
Nothing in this SLA excludes or restricts liability, statutory rights, or remedies that cannot lawfully be excluded or restricted.
Any liability limits, exclusive remedies, or dispute-resolution provisions must be interpreted in accordance with the applicable customer agreement and law.
10PB may update this SLA to reflect changes to service architecture, operational processes, or legal requirements.
The latest version will be published on this page with an updated “Last Updated” date. Changes affecting existing contractual commitments will be handled in accordance with the applicable agreement and law.
For questions about service availability, incident reporting, or SLA claims, contact:
Company: Netforchoice Data Center
Address: A-86, Block A, Sector 57, Noida, Uttar Pradesh – 201301, India [Confirm]
Inquiry Email: inquiry@10pb.com
Website: https://10pb.com/
Please include the relevant account or support ticket reference when contacting us about a service incident or SLA claim.
