Master Service Agreement (MSA)

Last Updated: 18-04-2026

This Master Service Agreement (“Agreement”) is entered into between Zexlo (previously Jangras Web Services / Jangras Host) (“Zexlo”, “we”, “our”, or “us”) and the customer (“Client”, “you”, or “your”).

This Agreement governs the use of Zexlo’s cloud infrastructure, hosting, storage, networking, database, security, and managed services.

By using Zexlo services, you agree to be bound by this Agreement.

1. Scope of Services

• Zexlo provides enterprise-grade cloud infrastructure and managed services

• Services include compute, storage, networking, database, security, CDN, and DevOps

• Services may be delivered directly or via third-party providers (AWS, GCP, etc.)

• Specific service details may be defined in separate service orders

2. Service Level Agreement (Enterprise – 99.99%)

• Zexlo guarantees 99.99% monthly uptime for enterprise infrastructure

• Applies to production-grade environments under managed plans

• Uptime is calculated per calendar month

Downtime Calculation:

• Total Monthly Minutes = 43,200

• Allowed Downtime (99.99%) ≈ 4.32 minutes/month

3. SLA Credits (Enterprise Level)

• 99.9% – 99.99% uptime: 10% credit

• 99.0% – 99.89% uptime: 25% credit

• Below 99.0% uptime: 50% credit

• Credits apply to future invoices only

• Maximum credit capped at monthly service fee

4. RTO / RPO (Disaster Recovery Commitment)

Recovery Time Objective (RTO):

• Standard: Up to 4 hours

• Enterprise Critical Systems: 1–2 hours

Recovery Point Objective (RPO):

• Standard: Up to 30 minutes

• Enterprise Critical Systems: Near real-time (≤ 5 minutes)

• Backup and replication mechanisms are used to meet these targets

• RTO/RPO depends on selected architecture and service tier

5. High Availability and Redundancy

• Multi-zone or multi-region deployment (for enterprise plans)

• Load balancing and failover mechanisms

• Redundant storage and network infrastructure

• Continuous health monitoring

6. Support and Incident Management

• 24/7 monitoring and support

• Priority response times:

  • Critical: within 1 hour

  • High: within 2–4 hours

  • Medium: within 8 hours

  • Low: within 24 hours

• Incident escalation procedures in place

• Dedicated account manager (enterprise clients)

7. Security and Compliance

• Encryption (in transit and at rest)

• Identity and access management (IAM)

• Network security (firewalls, WAF, DDoS protection)

• Continuous monitoring and threat detection

• Alignment with:

  • GDPR

  • PCI-DSS (where applicable)

  • Industry-standard cloud security practices

8. Data Ownership and Processing

• Client retains full ownership of data

• Zexlo acts as Data Processor where applicable

• Data processed only as per client instructions

• Data confidentiality strictly maintained

9. Backup and Disaster Recovery

• Automated backups (frequency based on plan)

• Geo-redundant storage (enterprise plans)

• Disaster recovery mechanisms tested periodically

• Data restoration support included

10. Payment and Billing

• Services billed monthly, annually, or usage-based

• Enterprise contracts may include custom pricing

• Payments must be made as per agreed terms

• Non-payment may result in suspension

11. Acceptable Use

• No illegal, abusive, or harmful usage

• No unauthorized system access

• No malware, phishing, or spam activity

• No misuse affecting platform stability

12. Third-Party Services

• Zexlo may use third-party providers

• Client agrees to third-party dependencies

• Zexlo is not liable for third-party outages

13. Limitation of Liability

• Zexlo is not liable for indirect or consequential damages

• Liability limited to fees paid in the last billing cycle

• Includes loss of data, revenue, or business interruption

14. Indemnification

Client agrees to indemnify Zexlo against:

• Legal claims arising from misuse

• Regulatory violations

• Third-party disputes

15. Confidentiality

• Both parties agree to protect confidential information

• Data shared shall not be disclosed without consent

• Applies during and after termination

16. Term and Termination

• Agreement continues until terminated

• Either party may terminate with notice

• Immediate termination for:

  • Breach of terms

  • Non-payment

  • Legal requirements

17. Force Majeure

Zexlo is not liable for delays caused by:

• Natural disasters

• Government actions

• Network failures

• Cyber incidents beyond control

18. Audit and Compliance Rights

• Enterprise clients may request security audits

• Zexlo may provide compliance documentation

• Subject to confidentiality restrictions

19. Changes to Agreement

• Zexlo may update this Agreement

• Updates will be communicated or published

• Continued use = acceptance

20. Governing Law and Jurisdiction

• Governed by laws of India

• Disputes subject to jurisdiction of competent courts

21. Dispute Resolution

• First: mutual discussion

• Second: arbitration (as per applicable laws)

22. Entire Agreement

• This Agreement overrides prior agreements

• Includes SLA, Privacy Policy, and Terms of Service

23. Contact Information

For enterprise or legal queries:

Email: support@zexlo.in