Service Level Agreement & Legal Frameworks

Lease Packet SLA & Legal Documents

Lease Packet’s Service Level Agreement, Terms of Service, Privacy Policy, and Acceptable Use Policy – governed by Indian law, DPDP Act 2023 compliant.

Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is a binding commitment by Lease Packet Datacenter Pvt. Ltd. (“Lease Packet”, “we”, “us”) to deliver measurable, guaranteed infrastructure performance for all customers of leasepacket.in. The SLA applies to Dedicated Server, Cloud Server/VPS, GPU Server, and Rack Colocation services unless otherwise specified in your Order Form.

Lease Packet offers a range of cloud platform and configuration services to its clients (“Customers”), including, but not limited to, smart dedicated servers, graphics processing units, object storage, CDN service, and continuous data protection backup services (“Services”). The utilisation of these Services by Customers is subject to the online Terms of Service or a master services agreement (“MSA”), should one be in place. However, this SLA applies to all Customers regardless of whether an MSA exists, including those using Services on a free trial basis.

Lease Packet reserves the right to update this Service Level Agreement at any time by publishing a new version on its website, with the revised SLA automatically taking effect for Customers who continue to use the Services.

This SLA outlines the service levels provided for the Services, which should be interpreted in conjunction with the Terms of Service. By using the Services or registering with us, the Customer agrees to this SLA, thereby making it a binding legal agreement.

If our infrastructure causes your service to go down beyond the guaranteed threshold, you get credited automatically. No claims to file, no tickets required for standard credits.

Key Terminologies and Their Definitions

Term	Definition
Uptime (UT)	The overall % of time in a calendar month that the Services are available and operational for the Customer. Calculated as 100% minus any Downtime (DT).
Downtime (DT)	The period during which the Services are unavailable for use by the Customer, affecting the Uptime calculation.
Fault	A situation where the service levels agreed upon in this SLA are not met, indicating a failure to provide the stipulated service quality.
Service Time (ST)	The total number of hours in a calendar month during which the Services are actively provided to the Customer by Lease Packet. For example, a month with 30 days has 720 hours of Service Time (30 × 24).
Emergency Maintenance (EM)	Maintenance performed under urgent or hazardous conditions that may pose a risk to systems, equipment, networks, facilities, or human safety. Lease Packet will notify the Customer in advance whenever possible. If prior notice is not feasible, the Customer will be informed as soon as possible after the maintenance is completed.
Excused Unavailability (EU)	The total time in a month during which Lease Packet performs troubleshooting, upgrades, or other activities to improve the Services, with prior notification to the Customer. This includes both Emergency Maintenance and Planned Downtime.
Planned Downtime (PD)	Scheduled maintenance performed during a billing month for system checks, configuration changes, security updates, preventive maintenance, and infrastructure improvements. Customers receive at least 48 hours' advance notice, and maintenance is typically carried out between 11:00 PM and 6:00 AM IST or at another mutually agreed time. Planned Downtime may also include maintenance of air conditioning systems, UPS, server room infrastructure, and other critical facilities.
Support Request	An email sent to Lease Packet's designated support contact in which the Customer reports Service unavailability, Downtime, or submits a complaint, following the procedure outlined in this SLA.
Rebates/Service Credits	Compensation provided to the Customer in the form of service credits, payments, or service extensions when Lease Packet fails to meet the service levels defined in this SLA.
Force Majeure Event	Extraordinary events beyond the reasonable control of any party, including major power or internet outages, natural disasters, war, riots, epidemics, pandemics, fires, strikes, terrorism, government actions, acts of God, or other significant events that prevent the normal delivery of Services.

Uptime Commitment

Should the Uptime during the specified month drop below 99.99%, Lease Packet pledges to provide Rebates to the Customer. These Rebates will come in the form of extending the current Services offered to the Customer, as outlined below:

Monthly Uptime Percentage	Service Extension (Rebate)
99.99% or higher	No service extension
99.0% to less than 99.99%	1 additional day
98.0% to less than 99.0%	2 additional days
97.0% to less than 98.0%	3 additional days
Below 97.0%	3 + n additional days*

Where ‘n’ equals 97 minus the actual Uptime percentage.

Note: Equivalent credits or discounts may be provided at Lease Packet’s discretion in the next billing cycle.

Downtime Calculation Formula

Downtime (DT) refers to the total % of hours in a billing month when any specific Service(s) provided by Lease Packet were not available for use by the Customer. It is calculated as:

Where:

For the calculation of Downtime, only the service(s) or server instance(s) that were actually affected are considered.

Scope & Coverage

The SLA covers the following components of Lease Packet’s Server, measured on a calendar monthly basis:

SLA-01

Network & Infrastructure Uptime

Availability of Lease Packet's core network, upstream peering links, and the physical port connected to your server. Uptime is calculated as 100% minus any Downtime (DT) in a calendar month.

SLA-02

Power & Server Uptime

Availability of conditioned power at your server's PDU port, backed by N+1 UPS systems and DGs (Diesel Generators) at all Lease Packet’s partner data centre facilities.

SLA-03

Hardware Replacement & Maintenance

For dedicated server hardware failures: faulty components (drives, RAM, NICs) are replaced as per standard maintenance procedures. Planned maintenance is conducted with 48-hour advance notice.

SLA-04

Support Response

Support Requests must be reported via email to contact@leasepacket.com. Lease Packet will promptly investigate and make every effort to resolve issues in line with industry standards.

Downtime Reporting Process

Customer Obligation

Customers must report any Downtime incidents to Lease Packet by sending an email from their registered email address to legal@leasepacket.in within 24 hours of noticing the Downtime. It is the Customer's responsibility to provide all necessary details and cooperate with Lease Packet, facilitating the root-cause analysis of any issues with the Services.

Investigation & Resolution

Once Lease Packet receives such an email, the team will promptly investigate the reported Downtime and make every effort, in line with industry standards, to resolve the issue. However, if the Customer fails to meet the reporting requirements, the report will not be recognized as a valid Downtime notification, and the duration of the incident will not be considered Downtime under this SLA.

Service Credits Calculation Timeline

The timeframe for any reported downtime regarding an affected Server/Service begins the moment the Customer sends an email to Lease Packet, reporting the downtime. Upon receiving such an email, the Lease Packet Team will verify the reported downtime and assess its validity for consideration in the Uptime calculation.

Consequently, the calculation of any credits eligible for Rebates starts from the moment Lease Packet Support receives the downtime notification via email and concludes once the reported issue is resolved.

Eligibility for Rebates/Service Credits

Rebates for Downtime will only be considered if the Lease Packet Support team has been properly notified by the Customer as outlined above. The rebates offered for Downtime are determined on a per-incident basis, calculated as a % of service availability during a billed month. It’s important to note that
(a) rebates are not calculated cumulatively, and
(b) outage periods are not combined for the purpose of calculating rebates.

To request a rebate, Customers must email Lease Packet at contact@leasepacket.com with the subject line “SLA Rebate Request,” detailing the specific Downtime incidents. The email should include dates, times, and the affected region for each incident, along with customer request logs documenting the errors experienced during the Downtime. Any confidential or sensitive data within these logs should be appropriately removed or redacted.

If the Customer does not submit a rebate request within 2 days after the end of the billed month or upon receipt of the invoice for that month, whichever is later, they will be considered to have waived their right to rebates for that period, along with any related claims, and Lease Packet will not owe any rebates for that Downtime.

Rebates calculated will be applied to future invoices. They do not entitle the Customer to any refunds or payments from Lease Packet. Customers cannot withhold payments to Lease Packet in anticipation of receiving rebates.

Customers are ineligible for rebates under this SLA if they have not made timely payments for previous invoices or delay payment for the invoice of the billed month for which the rebate is anticipated, or any subsequent billing cycle.

For services provided for less than a full calendar month, rebates will be calculated on a pro-rata basis based on monthly recurring charges.

In case of disputes over rebates between Lease Packet and the Customer, both parties will attempt to resolve the matter amicably. If the dispute is not settled within 15 days, Lease Packet’s decision will be considered final and binding.

Network Availability - Last 90 Days (Illustrative) 99.99%

Operational

Partial degradation (<30 min)

Incident

Network Availability - Last 90 Days (Illustrative) 99.99%

Operational

Partial degradation (<30 min)

Incident

SLA Exclusions

The following events are excluded from SLA uptime calculations and do not qualify for credits:

Scheduled Maintenance: Downtime during pre-announced maintenance windows (minimum 48-hour notice via email and status page).
Customer-Caused Outages: Downtime resulting from customer misconfiguration, software failures, or resource exhaustion on the customer's instance.
Force Majeure: Natural disasters, civil unrest, acts of government, or events beyond Lease Packet's reasonable control.
DDoS Attacks: Downtime caused by volumetric denial-of-service attacks targeting the customer's IP space (mitigated per best effort).
Third-Party Services: Outages caused by third-party DNS providers, CDN services, or upstream transit providers beyond Lease Packet's network boundary.
AUP Violations: Service suspensions resulting from violation of the Acceptable Use Policy do not constitute downtime under this SLA.
Alterations or modifications made to the Services upon the Customer's request.
Disruptions due to defects or malfunctions in the Customer's or any third-party software, services, or facilities.
Incomplete or inaccurate information furnished by the Customer.
The functioning of traffic exchange points, including internet networks or exchanges managed by third parties.
Any delay or failure by the Customer to meet their obligations under the Terms of Service.
DNS issues that are beyond Lease Packet's direct control.
Failures of the Customer's connections, access circuits, local loop, or any network not owned or managed by Lease Packet.
Damage or problems with equipment used to access the Services due to accidents, transportation, neglect, or misuse.
Failures of the Customer's connections, access circuits, local loop, or any network not owned or managed by Lease Packet.
"No trouble found" diagnosis for a support request, as acknowledged by the Customer.
A disruption where the Customer decides against allowing a Service to be tested and repaired.
Any interruptions, delays or failures under administrative control of the Customer caused by inaccurate configuration, non-compliant use of software, incorrect sizing of resources, or negligence.
Regulatory events causing any interruption in the Services.
Any abuse, fraud, or failure to comply with the Lease Packet Terms of Service.

Customer Responsibilities

Data Security

Lease Packet disclaims any responsibility for the integrity and security of the Customer's data, emphasising that it is the Customer's duty to implement adequate security measures, such as safeguarding passwords and security keys.

Backup Responsibility

The Customer is tasked with procuring suitable data backup and recovery solutions and is responsible for their management, including regular tests of the backups, to reduce the risk of data loss or accidental erasure.

Exclusive Recourse

Except as explicitly stated in the Terms of Service, this SLA provides the Customer with their exclusive recourse and outlines Lease Packet's exclusive duties regarding any service disruptions, performance issues, or other instances of Lease Packet failing to deliver the Services.

Terms of Service

These Terms of Service (“Terms”) govern your use of all services provided by Lease Packet Datacenter Pvt. Ltd. (CIN: U72900RJ2021OPC076072, Reg. in India). By placing an order or using any Lease Packet service, you agree to these Terms in their entirety. These Terms are in addition to any Order Form or Service Agreement executed between you and Lease Packet.

1. Service Obligations

Lease Packet will:
Provision ordered services within the timeframe stated in the Order Confirmation
Maintain service availability in accordance with the SLA set out in this document
Provide 24/7 technical support via email, phone, and WhatsApp in English and Hindi
Issue GST-based tax invoices in Indian Rupees (INR) for all services
Notify customers of scheduled maintenance at least 48 hours in advance via registered email
Store and process all customer data exclusively within Indian data centres

2. Payment & Billing

All services are billed in Indian Rupees (INR) with 18% GST applied as required under Indian law. Lease Packet accepts UPI, NEFT, RTGS, IMPS, debit/credit cards, and corporate cheques.

PAY-01

Due Date

Invoices are due within 7 days of issuance for monthly plans and 15 days for annual plans unless stated otherwise in the Order Form.

PAY-02

Late Payment

Unpaid invoices beyond the due date attract an interest charge of 1.5% per month (18% per annum), compounded monthly, in accordance with Indian commercial norms.

PAY-03

Suspension

Services may be suspended after 15 days of non-payment without further notice. Data is held for 7 days post-suspension before permanent deletion.

PAY-04

Price Changes

Lease Packet may adjust service pricing with 60 days' advance written notice. Price changes do not apply to services already under a fixed annual contract.

3. Term & Termination

Services commence on the date stated in the Order Confirmation and continue until terminated by either party in accordance with the notice requirements below.

Service Type	Notice Period	Method
Monthly Services	30 days' written notice	Email to billing@leasepacket.com
Annual Services	60 days before renewal date	Email to billing@leasepacket.com
AUP(Acceptable Use Policy) Violation	Immediate (no notice)	At Lease Packet's discretion
Non-Payment (15 days)	Immediate suspension	Automated notification + Email

4. Limitation of Liability

To the maximum extent permitted under Indian law, Lease Packet’s total liability for any claim arising from or related to these Terms or any service shall not exceed the total amount paid by the customer for the affected service in the three (03) calendar months immediately preceding the event giving rise to the claim. Lease Packet shall not be liable for:

Customers’ Backup Responsibility: While Lease Packet provides optional managed backup services, customers are responsible for maintaining their own data backups. Lease Packet is not liable for data loss on unmanaged services.

Scheduled Maintenance: Downtime during pre-announced maintenance windows (minimum 48-hour notice via email and status page).
Customer-Caused Outages: Downtime resulting from customer misconfiguration, software failures, or resource exhaustion on the customer's instance.
Force Majeure: Natural disasters, civil unrest, acts of government, or events beyond Lease Packet's reasonable control.
DDoS Attacks: Downtime caused by volumetric denial-of-service attacks targeting the customer's IP space (mitigated per best effort).
Third-Party Services: Outages caused by third-party DNS providers, CDN services, or upstream transit providers beyond Lease Packet's network boundary.
AUP(Acceptable Use Policy) Violations: Service suspensions resulting from violation of the Acceptable Use Policy do not constitute downtime under this SLA.

Privacy Policy

Lease Packet Datacenter Pvt. Ltd. is committed to protecting the privacy of all customers and website visitors. This Privacy Policy describes how we collect, use, store, and protect personal data in compliance with India’s Digital Personal Data Protection (DPDP) Act 2023, the Information Technology Act 2000, and applicable CERT-In guidelines.

Data Residency: All personal data collected by Lease Packet is stored and processed exclusively within Indian data centres. No customer data is transferred outside India without explicit written consent.

Data Category and Processing

Data Category	Examples	Purpose	Legal Basis
Account Data	Name, email, phone number, company name, GSTIN	Account creation, invoicing, and KYC verification	Contract performance
Billing Data	Payment method, transaction IDs, invoices	Payment processing and tax compliance	Legal obligation (IT Act / GST)
Technical Data	IP addresses, server logs, bandwidth usage	Service delivery, security, and abuse prevention	Legitimate interest / CERT-In
Support Data	Support tickets, chat logs, call recordings	Customer support and quality assurance	Contract performance
Marketing Data	Email preferences, campaign interactions	Sending relevant marketing communications (opt-in only)	Consent (withdrawable)
Hosted Data	Data stored by customers on Lease Packet servers	Storage and processing based on customer instructions	Data Processor role (DPDP Act)

DPDP Act 2023 - Your Data Protection Rights

Under India’s Digital Personal Data Protection (DPDP) Act 2023, you have the following rights as a Data Principal:

DPDP-01

Right to Access

Request a summary of personal data Lease Packet holds about you and the purposes for which it is processed. Fulfilled within 30 days of written request.

DPDP-02

Right to Correction

Request correction of inaccurate or incomplete personal data. Lease Packet will update records within 15 business days of verification.

DPDP-03

Right to Erasure

Request deletion of personal data when it is no longer necessary for the purpose collected, subject to legal retention obligations under Indian tax and regulatory law.

DPDP-04

Right to Grievance

Raise a grievance with Lease Packet's Data Protection Officer. Unresolved grievances may be escalated to the Data Protection Board of India under the DPDP Act 2023.

DPDP-05

Right to Nominate

Nominate an individual to exercise your data rights on your behalf in the event of your death or incapacity, as provided under DPDP Act 2023.

DPDP-06

Right to Withdraw

Withdraw consent for data processing purposes that are based on consent (e.g., marketing emails) at any time, without affecting the lawfulness of prior processing.

Data Retention Schedule

Data Type	Retention Period	Reason
Account & Contract Records	Contract term + 90 days after termination	Dispute resolution and audit purposes
Billing & Tax Records	7 years from the end of the financial year	Compliance with the GST Act and Income Tax Act
Server & Network Logs	60 days	CERT-In directives and security monitoring
Support Ticket Records	3 years	Quality assurance and dispute resolution
Marketing Consent Records	Until consent is withdrawn + 1 year	DPDP Act 2023 consent audit requirements
Backup Snapshots (Managed)	As per plan: 7, 14, or 30 days	Disaster recovery and data restoration

Governing Law & Jurisdiction

These Terms, the Service Level Agreement, Privacy Policy, and all associated documents are governed by and construed in accordance with the laws of India. Specifically:

GOV-01

IT Act 2000

Information Technology Act 2000 and its 2008 Amendment govern electronic contracts, data processing, and cybersecurity obligations applicable to Lease Packet's services.

GOV-02

DPDP Act 2023

Digital Personal Data Protection Act 2023 governs the collection, processing, and storage of personal data. Lease Packet acts as both Data Fiduciary and Data Processor depending on context.

GOV-03

Indian Contract Act 1872

All commercial agreements with Lease Packet are subject to the Indian Contract Act 1872, including provisions relating to offer, acceptance, consideration, and breach.

GOV-04

Dispute Resolution

Disputes shall first be resolved through good-faith negotiation. Unresolved disputes are subject to arbitration under the Arbitration and Conciliation Act 1996, with courts of India having exclusive jurisdiction.

Legal & SLA FAQ's

Answers to the most frequently asked questions about Lease Packet’s SLA, legal terms, and data protection practices.

What is the uptime guarantee for Lease Packet services?

Lease Packet guarantees 99.99% network and power uptime for all Dedicated Server, Cloud Server/VPS, GPU Server, and Rack Colocation services. This translates to a maximum permitted downtime of 43.8 minutes per month. If uptime falls below this threshold, customers receive service extensions or credits.

How do I report downtime and claim SLA credits?

Customers must report downtime incidents by emailing contact@leasepacket.com from their registered email address within 24 hours of noticing the issue. For standard credits, no claims are required; service credits are applied automatically. For manual rebate requests, include dates, times, and affected regions.

What events are excluded from SLA uptime calculations?

SLA exclusions include scheduled maintenance (with 48-hour notice), customer-caused outages (misconfiguration, software failures), force majeure events, DDoS attacks (best-effort mitigation), third-party service outages, and service suspensions due to Acceptable Use Policy violations.

What payment methods does Lease Packet accept?

All services are billed in Indian Rupees (INR) with 18% GST. We accept UPI, NEFT, RTGS, IMPS, debit/credit cards, and corporate cheques. Invoices are due within 7 days for monthly plans and 15 days for annual plans.

How does Lease Packet protect my personal data?

Lease Packet is fully compliant with India’s DPDP Act 2023 and IT Act 2000. All personal data is stored and processed exclusively within Indian data centres. We act as both Data Fiduciary and Data Processor, with clear data retention schedules and documented purposes for every data category.

What are my rights under the DPDP Act 2023?

You have the right to access, correct, or erase your personal data, raise grievances with our Data Protection Officer, nominate someone to exercise your rights, and withdraw consent for marketing communications. Requests are fulfilled within 15 to 30 days as per legal requirements.

What is Lease Packet's hardware replacement guarantee?

For dedicated server hardware failures, faulty components are replaced within 4 hours of diagnosis during business hours and within 8 hours off-hours.

How quickly does Lease Packet respond to support tickets?

Priority 1 (service down) tickets are acknowledged within 15 minutes, with initial resolution response within 1 hour. Escalation is available to senior infrastructure engineers. Support is available 24/7 via email, phone, and WhatsApp in English and Hindi.

What happens if I don't pay my invoice on time?

Unpaid invoices beyond the due date attract an interest charge of 1.5% per month (18% per annum). Services may be suspended after 15 days of non-payment without further notice. Data is held for 7 days post-suspension before permanent deletion.

Can Lease Packet change service pricing or the SLA terms?

Lease Packet may adjust service pricing with 60 days’ advance written notice. Price changes do not apply to services already under a fixed annual contract. Lease Packet reserves the right to update this SLA at any time by publishing a new version on its website, with the revised SLA automatically taking effect for Customers who continue to use the Services.

Legal & Compliance Contact

For legal queries, DPDP Act rights requests, abuse reports, or SLA disputes: