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Service Level Agreement

Last Updated:  August 28, 2025

Service Level

This Service Level Agreement ("SLA") outlines the commitments between IDrive Inc. ("we", “us”, "our" or “IDrive”) and the user or organization receiving our services ("you", “your” or "Customer"). This SLA applies to all services currently offered by IDrive under a valid subscription, including but not limited to IDrive, IBackup, IDrive e2, IDrive 360, IDrive C2C, IDrive BMR, IDrive Mirror, IDrive Photos, RemotePC, RemoteDesktop, and RemotePC HelpDesk. (together, the “Covered Services”).

This SLA applies to all paid plans, including enterprise and customized offerings. It is incorporated into the applicable Terms of Service for the specific product or service and applies only to production environments. We may modify the terms of this SLA from time to time, consistent with the provisions of the applicable Terms of Service. In the event of any material changes, we will make reasonable efforts to notify you via email, dashboard notifications, or other appropriate channels.

Definitions

  • Monthly Uptime Percentage (MUP): Percentage of total minutes in a calendar month where the service was available.
  • Downtime: Period during which the service is unavailable due to issues attributable to IDrive.
  • Scheduled Maintenance: Maintenance is planned and notified in advance.
  • Service Credit: A credit applied to the customer’s next billing cycle as compensation for SLA violations.

Service Availability

IDrive is committed to delivering a reliable service experience. We aim to maintain a Monthly Uptime Percentage of at least 99.9% across all Covered Services, as measured at our data centers and through designated access methods (e.g., service agent, APIs, or web interfaces).

Downtime is the period during which the Covered Services are unavailable due to internal server errors that result in failure to complete valid user requests, or when critical functionality impairment prevents a substantial portion of users from meeting the primary service objectives. Downtime is measured server-side and does not include interruptions caused by:

  • issues on the Customer’s side (e.g., network connectivity, local firewall restrictions),
  • factors outside our control (e.g., Internet backbone issues, force majeure events),
  • scheduled maintenance or emergency patching (with prior notice when possible),
  • non-critical service degradation (e.g., minor feature interruptions or performance delays that do not prevent the primary use of the Covered Services), or ,
  • or SLA exclusions outlined below in the SLA Exclusions section.

For calculation purposes, the Monthly Uptime and Downtime Percentage are determined as:

Monthly Downtime Percentage = (Total Downtime Minutes in a Calendar Month ÷ Total Minutes in the Month) × 100
Monthly Uptime Percentage = 100% – Monthly Downtime Percentage


If we fail to meet the stated availability objective for a given calendar month, the Customer may be eligible to request a Service Credit. Determination of availability and credit eligibility will be based on our internal system logs and metrics, which shall be the authoritative record, unless otherwise agreed in writing. We may also consider reasonable supporting evidence from third-party monitoring services or customer-provided records in the event of a dispute.

This SLA governs service availability only. While the success or performance of specific backup, restore, or compute operations may be influenced by factors outside our control (including customer-side infrastructure, third-party tools, or upstream bandwidth limitations), we will use commercially reasonable efforts to maintain consistent backup and restore rates under normal operating conditions.

Maintenance

To ensure the ongoing performance, reliability, and security of the Service, we occasionally perform maintenance activities. These may include updates, upgrades, enhancements, or emergency fixes designed to improve the customer experience. While advance notice may not always be possible, we will make reasonable efforts to communicate planned maintenance ahead of time through appropriate channels, such as email or the service dashboard, and to schedule such activities during periods of lower anticipated usage. We will also aim to keep any service interruptions from maintenance as brief as reasonably possible. Downtime resulting from maintenance activities is excluded from any service availability calculations under this SLA.

SLA Exclusions

This SLA does not apply to any unavailability, service degradation, or performance issues caused by:

  • Events outside our reasonable control, including but not limited to force majeure events (e.g., natural disasters, acts of government), internet connectivity issues beyond our service boundary, or disruptions in upstream infrastructure not managed by us.
  • Customer or third-party actions or inactions, including misconfigurations, misuse, or use of the services in a manner not authorized or intended under our Terms or Acceptable Use Policy.
  • Failures or limitations of customer-side equipment, software, or network, including devices, systems, or tools not under our direct control.
  • Scheduled or emergency maintenance, whether announced or unannounced, that is necessary for maintaining or securing the platform.
  • Suspension or termination of your account, in accordance with our Terms of Service, due to non-compliance, misuse, or any breach of agreement.
  • Non-production environments, such as development, beta, test, sandbox, or trial instances — these are expressly excluded from this SLA and are not eligible for service credits.

Service Credits

If the Covered Services fail to meet the stated availability commitments, the Customer may be eligible for a Service Credit. To request a Service Credit, the Customer must submit a claim within thirty (30) days following the end of the month in which the incident occurred.

Monthly Uptime Percentage Service Credit Percentage
Less than 99% 10%
Between 99% and 99.9% 5%
Above 99.9% 0%


Eligibility for a Service Credit requires that the Customer’s account is in good standing at the time of the claim. Credits will be calculated based on the duration and severity of the impact, the applicable Monthly Uptime Percentage, and the Customer’s adherence to the terms of this Agreement.

Service Credits, where granted, will be issued either as a monetary credit applied to future invoices or, at our discretion, as a refund to the original payment method used for the billing cycle in which the incident occurred. Service Credits are account-specific, non-transferable, and may only be applied to the account in which the incident occurred.

The application of Service Credits will be the Customer’s sole and exclusive remedy for any failure to meet the availability commitments.



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