RainDrive | Disaster Recovery as a Service

Service Level Agreement (SLA) – RainDrive

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1. Service Identity

RainDrive is a managed data backup and disaster recovery service operated by Indsys Tech Services India Pvt Ltd (“Indsys”).

This Service Level Agreement (“SLA”) defines the standard service commitments applicable to RainDrive services, unless otherwise agreed in writing.

2. Scope of Services

RainDrive provides managed data backup services, which may include:

  • Backup configuration and onboarding
  • Scheduled and automated backups
  • Backup monitoring and alerting
  • Restore assistance on request
  • Optional Disaster Recovery services (if subscribed)

Services are delivered strictly in accordance with the subscribed plan and documented scope.

3. Service Availability

RainDrive backup services are designed to operate continuously, subject to:

  • Scheduled maintenance
  • Network availability
  • Customer system accessibility
  • Third-party infrastructure dependencies

RainDrive does not guarantee uninterrupted availability of customer systems or networks.

4. Backup Operations

4.1 Backup Frequency

Backup frequency (hourly, daily, or custom) is configured based on the customer’s requirements as captured during onboarding.

4.2 Backup Type

Depending on subscription and system type, backups may include:

  • File-level backups
  • Image-level backups
  • Incremental backups after initial full backup
  • Continuous or near-real-time protection (if applicable)

4.3 Retention

Backup retention periods are configured as agreed and may vary based on storage tier and compliance needs.

5. Monitoring & Incident Response

RainDrive monitors backup jobs based on the subscribed service level.

Indicative Response Targets (non-guaranteed):

  • Critical backup failures: Initial response within 4–8 business hours
  • High-priority issues: Response within 1 business day
  • Standard requests: Response within 1–2 business days

Response times refer to acknowledgement and investigation, not resolution.

6. Restore & Recovery Support

RainDrive provides restore assistance for:

  • File-level restores
  • Full system or image restores
  • Bare-metal recovery (where supported)

Actual recovery time depends on:

  • Data size
  • Network bandwidth
  • Target environment
  • Customer responsiveness

RainDrive does not guarantee specific recovery time unless explicitly agreed.

7. Disaster Recovery (If subscribed)

Disaster Recovery services are provided only if explicitly subscribed.

Where applicable:

  • Recovery Time Objective (RTO)
  • Recovery Point Objective (RPO)

are defined during onboarding and documented separately.

8. Customer Responsibilities

Customers are responsible for:

  • Providing accurate system and environment information
  • Maintaining supported operating systems
  • Ensuring network connectivity
  • Safeguarding access credentials
  • Informing RainDrive of infrastructure or workload changes
  • Periodically validating restore requirements

RainDrive is not responsible for failures caused by incomplete or inaccurate information.

9. Exclusions

This SLA does not cover:

  • Data loss due to credential compromise
  • Unsupported system changes
  • Pre-existing data corruption
  • Customer-initiated deletions
  • Force majeure events
  • Third-party service outages beyond RainDrive’s control

10. Data Ownership & Security

All customer data remains the sole property of the customer.

RainDrive and Indsys act only as service providers and custodians and implement reasonable security measures, including encryption and access controls.

No system can guarantee absolute data security.

11. Compliance

RainDrive and Indsys comply with applicable Indian laws, including the Digital Personal Data Protection (DPDP) Act, 2023.

Customers are responsible for determining whether RainDrive services meet their industry-specific regulatory requirements.

12. Service Credits

Unless explicitly stated in a written agreement, service credits are not applicable under this standard SLA.

13. Termination & Data Retrieval

Upon service termination:

  • Customers are provided a defined grace period to retrieve data
  • Data is securely deleted after confirmation or expiry of the grace period

14. Force Majeure

RainDrive shall not be liable for service failures caused by events beyond reasonable control, including natural disasters, power failures, network outages, or government actions.

15. Governing Law & Jurisdiction

This SLA is governed by the laws of India.

Jurisdiction shall lie with courts applicable to the registered office of Indsys Tech Services India Pvt Ltd.

16. Governing Documents

This SLA must be read together with:

  • Legal Disclaimer
  • Terms of Service
  • Commercial agreements (if any)

In the event of conflict, executed agreements shall prevail.

Contact Information

support@indsystech.com | www.raindrive.net