This policy applies to the KBNC Cloud Edge website, customer accounts, orders and related services. Service-specific proposals, invoices and signed agreements form part of the applicable terms.
1. Service scope
Availability, resource allocation, backup frequency, management responsibility and support coverage are determined by the purchased plan, order, proposal or signed SLA. Marketing descriptions do not replace a service-specific written commitment.
2. Availability measurement
Where an uptime commitment is expressly included, availability is calculated for the covered production service during the applicable monthly period. Scheduled maintenance, customer configuration, third-party systems, force majeure, attacks and events outside reasonable control may be excluded.
3. Support priorities
Critical incidents involving broad production unavailability or an active security event receive the highest priority. Degraded performance, limited feature faults, service requests and general guidance are handled according to operational impact and the purchased support level.
4. Customer cooperation
Customers must maintain current contacts, provide accurate diagnostics, protect credentials and respond to requests reasonably required to investigate an incident. Delays caused by unavailable access, incomplete evidence or third-party dependencies pause any target that depends on that cooperation.
5. Maintenance and change
Planned maintenance may be announced through email, portal or another registered channel. Emergency work may proceed without advance notice when delay would create security, stability or data-integrity risk.
6. Remedies
Any service credit must be requested within the period stated in the applicable SLA and is the exclusive remedy for the relevant availability failure unless a signed agreement states otherwise. Credits cannot exceed the fee paid for the affected covered service period.
Contact information
Email: support@kbnccloudedge.com · Phone: +91 11 6931 2071 · Offices: Delhi, Bangalore and Kolkata.