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Service Level Agreement
SLA & Legal Frameworks
Lease Packet’s Service Level Agreement, Terms of Service, Privacy Policy, and Acceptable Use Policy – governed by Indian law, DPDP Act 2023 compliant, written in plain language so you know exactly what you’re entitled to.
- Uptime Guarantee
- Monthly SLA - All Services
- ≤ 4.38 min permitted downtime/month
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.
Plain language commitment: 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.
Scope & Coverage
The SLA covers the following components of Lease Packet’s infrastructure, measured from the network edge of our data centres to your server’s physical port:
SLA-01
Network Uptime
Availability of Lease Packet's core network, upstream peering links, and the physical port connected to your server. Measured at 1-minute intervals, 24×7.
SLA-02
Power Uptime
Availability of conditioned power at your server's PDU port, backed by N+1 UPS systems and diesel generators at all Lease Packet data centre facilities.
SLA-03
Hardware Replacement
For dedicated server hardware failures: faulty components (drives, RAM, NICs) replaced within 4 hours of diagnosis during business hours; 8 hours off-hours.
SLA-04
Support Response
Priority 1 (service down) tickets acknowledged within 15 minutes. Initial resolution response within 1 hour. Escalation available to senior infrastructure engineers.
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.
- 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.
Terms of Service
These Terms of Service (“Terms”) govern your use of all services provided by Lease Packet Datacenter Pvt. Ltd. (CIN: U72900RJ2021OPC076072, registered 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-compliant 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.
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Service Type
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Notice Period
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Method
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|---|---|---|
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Monthly Services
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30 days written notice
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Annual Services
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60 days before renewal date
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AUP Violation
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Immediate (no notice)
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Lease Packet discretion
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Non-Payment (15 days)
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Immediate suspension
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Automated + email notification
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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 (3) calendar months immediately preceding the event giving rise to the claim.
Lease Packet shall not be liable for: (a) loss of profits, revenue, or business; (b) loss of data beyond the last verified backup; (c) indirect, consequential, or punitive damages; or (d) any liability arising from the customer’s own use or misuse of the service.
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.
- 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.
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.
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Data Category
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Examples
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Purpose
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Legal Basis
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|---|---|---|---|
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Account Data
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Name, email, phone, company name, GSTIN
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Account creation, invoicing, KYC
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Contract performance
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Billing Data
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Payment method, transaction IDs, invoices
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Payment processing, tax compliance
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Legal obligation (IT Act / GST)
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Technical Data
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IP addresses, server logs, bandwidth usage
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Service delivery, security, abuse prevention
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Legitimate interest / CERT-In
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Support Data
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Ticket content, chat logs, call recordings
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Customer support, quality assurance
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Contract performance
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Marketing Data
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Email preferences, campaign interactions
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Relevant communications (opt-in only)
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Consent (withdrawable)
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Hosted Data
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Data stored by customers on Lease Packet servers
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Storage/processing per customer instruction
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Data Processor role (DPDP Act)
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DPDP Act 2023 -Your 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 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
Price Changes
Withdraw consent for data processing purposes that are based on consent (e.g. marketing emails) at any time, without affecting lawfulness of prior processing.
Data Retention Schedule
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Data Type
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Retention Period
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Reason
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|---|---|---|
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Account & Contract Records
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Contract term + 90 days post-termination
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Dispute resolution, audit
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Billing & Tax Records
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7 years from financial year end
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GST Act, Income Tax Act obligation
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Server & Network Logs
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60 days
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CERT-In directive, security monitoring
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Support Ticket Records
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3 years
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Quality assurance, dispute resolution
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Marketing Consent Records
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Until withdrawal + 1 year
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DPDP Act 2023 consent audit
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Backup Snapshots (Managed)
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Per plan: 7, 14, or 30 days
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Disaster recovery
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Governing Law & Jurisdiction
These Terms, the SLA, 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.
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Lease Packet guarantees 99.99% monthly uptime across all dedicated server, cloud server, GPU server, and colocation services. Downtime beyond this threshold triggers automatic SLA credits applied to your next invoice.
Yes. Lease Packet stores and processes all customer data exclusively within Indian data centres, fulfilling data residency requirements under the DPDP Act 2023. Lease Packet acts as a Data Fiduciary for its own customer records and as a Data Processor for data hosted on behalf of customers. Compliance documentation is available on request.
All Lease Packet agreements are governed by Indian law – specifically the IT Act 2000, DPDP Act 2023, and the Indian Contract Act 1872. Disputes are subject to exclusive Indian jurisdiction and arbitration under the Arbitration and Conciliation Act 1996.
Account data is retained for the contract duration plus 90 days. Billing and tax records are retained for 7 years per Indian tax law. Server logs are retained for 60 days per CERT-In directive. On request, personal data can be erased in accordance with your DPDP Act 2023 rights, subject to legal retention minimums.
Monthly services require 30 days written notice to billing@leasepacket.com before the next billing cycle. Annual plans require 60 days notice before the renewal date. Notice must be in writing via email. Verbal or chat-based cancellation requests are not binding.
Legal & Compliance Contact
For legal queries, DPDP Act rights requests, abuse reports, or SLA disputes – contact the Lease Packet legal and compliance team through the channels below.
- Call : +91-8047136492
- Email: sales@leasepacket.com
- Response in <30 min · 24×7
