1. Purpose
This Service Level Agreement (SLA) outlines the service commitments, availability, backup policies, recovery objectives, support standards, and customer responsibilities for Acronis Backup Cloud services provided by XcellHost Cloud Services Pvt. Ltd.
The objective is to ensure reliable, secure, and efficient protection of customer workloads, including servers, virtual machines, Microsoft 365, endpoints, databases, and cloud applications.
2. Service Description
The Acronis Backup Cloud service includes:
- Cloud Backup for Physical & Virtual Servers
- Workstation & Laptop Backup
- Microsoft 365 Backup
- Google Workspace Backup (Optional)
- VMware & Hyper-V Backup
- File & Folder Backup
- Image-Based Backup
- Bare Metal Recovery
- Incremental & Differential Backups
- Cloud Storage
- AES-256 Encryption
- Backup Monitoring
- Backup Verification
- Restore Assistance
- 24×7 Infrastructure Monitoring
3. Service Availability
Service | Commitment |
Backup Management Portal | 99.9% Monthly Uptime |
Backup Infrastructure | 99.9% |
Cloud Storage Availability | 99.9% |
Management Console | 99.9% |
Scheduled Maintenance
- Minimum 48-hour advance notice
- Conducted during non-business hours whenever possible
- Excluded from uptime calculations
4. Support Hours
Support (24×7)
Available for:
- Backup Service Failure
- Critical Restore Requests
- Backup Infrastructure Outage
- Cloud Storage Inaccessibility
- Security Incidents
- Ransomware Recovery Assistance
5. Incident Priority Matrix
Priority | Description | Response Time | Resolution Target |
P1 – Critical | Backup service unavailable or failed restore during business-critical incident | 15 Minutes | 2 Hours |
P2 – High | Scheduled backups failing for multiple systems | 30 Minutes | 4 Hours |
P3 – Medium | Single device backup issue, restore assistance, configuration issue | 2 Hours | 8 Business Hours |
P4 – Low | General inquiries, backup policy changes, user guidance | 4 Business Hours | 2 Business Days |
6. Backup Policy
Backups are configured according to the selected subscription plan and customer requirements.
Backup Type | Frequency |
Incremental Backup | Daily |
Differential Backup | Optional |
Full Backup | Weekly |
Manual Backup | On Demand |
7. Backup Retention
Backup Type | Standard Retention |
Daily | 30 Days |
Weekly | 12 Weeks |
Monthly | 12 Months |
Yearly | Optional (Customer Selected) |
Custom retention policies can be configured based on compliance or business requirements.
8. Recovery Objectives
Parameter | Commitment |
Recovery Time Objective (RTO) | 4 Hours (subject to data size and connectivity) |
Recovery Point Objective (RPO) | As per configured backup schedule (minimum 24 hours for daily backups) |
9. Security Standards
The Acronis Backup Cloud platform includes:
- AES-256 Data Encryption
- TLS Encryption for Data in Transit
- Zero-Knowledge Encryption (Optional)
- Multi-Factor Authentication (MFA)
- Immutable Backup Storage (where supported)
- Anti-Ransomware Protection
- Malware Scanning
- Secure Cloud Storage
- Role-Based Access Control (RBAC)
- Audit Logging
- Continuous Security Monitoring
10. Backup Monitoring
XcellHost continuously monitors:
- Backup Job Status
- Failed Backup Alerts
- Storage Utilization
- Backup Agent Health
- Device Connectivity
- Backup Success Rate
- Restore Readiness
Customers are notified of critical backup failures requiring action.
11. Restore Services
Supported recovery options include:
- Single File Recovery
- Folder Recovery
- Entire System Recovery
- Bare Metal Recovery
- Virtual Machine Recovery
- Microsoft 365 Mailbox Recovery
- OneDrive Recovery
- SharePoint Recovery
- Microsoft Teams Data Recovery
- Database Recovery (where applicable)
12. Customer Responsibilities
Customers are responsible for:
- Maintaining valid software licenses where required.
- Ensuring protected devices remain online during scheduled backup windows.
- Providing sufficient storage capacity if using customer-owned storage.
- Maintaining network connectivity for successful backups.
- Periodically validating restored data.
- Informing XcellHost of infrastructure changes that may impact backup operations.
- Protecting user credentials and administrative access.
13. XcellHost Responsibilities
XcellHost will:
- Configure backup policies.
- Monitor backup jobs.
- Investigate failed backups.
- Provide restore assistance.
- Maintain backup infrastructure.
- Secure cloud storage.
- Apply security updates.
- Provide technical support.
- Assist during disaster recovery events.
14. Disaster Recovery Support
During a disaster event, XcellHost will assist with:
- Backup verification
- Restore planning
- Priority recovery of critical systems
- Virtual machine restoration
- Bare metal recovery
- Microsoft 365 data recovery
- Recovery progress updates
15. Service Exclusions
This SLA does not cover:
- Customer-side internet outages
- Hardware failures on customer-owned devices
- Corrupted or unsupported source data
- Backup failures caused by powered-off devices
- Third-party software defects
- Data loss occurring before the last successful backup
- Unauthorized changes to backup policies by the customer
- Force majeure events
16. Maintenance Policy
Scheduled maintenance may include:
- Backup Platform Updates
- Security Patches
- Storage Maintenance
- Cloud Infrastructure Upgrades
- Backup Agent Updates
- Performance Optimization
Advance notice of at least 48 hours will be provided where practicable.
17. Restore Request Targets
Request Type | Target Completion |
Single File Restore | Within 2 Hours |
Folder Restore | Within 4 Hours |
Microsoft 365 Mailbox Restore | Within 4 Hours |
Server Restore | Within 8 Hours |
Bare Metal Recovery | Within 24 Hours |
Large-Scale Disaster Recovery | As per agreed recovery plan |
Actual recovery time depends on data volume, network bandwidth, infrastructure performance, and the complexity of the recovery.
18. Service Credits
If the monthly service availability falls below the committed 99.9%, customers may be eligible for service credits, excluding downtime resulting from scheduled maintenance, customer-side issues, force majeure events, or third-party service disruptions.
Monthly Availability | Service Credit |
99.9% or above | None |
99.0% – 99.89% | 5% of Monthly Service Fee |
95.0% – 98.99% | 10% of Monthly Service Fee |
Below 95.0% | 20% of Monthly Service Fee |
Service credits apply to future invoices and are not redeemable for cash.
19. Contact Information
XcellHost Cloud Services Pvt. Ltd.
- Support Email:support@xcellhost.cloud
- Sales Email:sales@xcellhost.cloud
- Support Portal:https://supportdesk.xcellhost.cloud/
- Website:https://www.xcellhost.cloud
- Emergency Support: +91 22 67111555
20. SLA Review
This SLA is reviewed periodically and may be updated to reflect service enhancements, technology changes, or operational requirements. Customers will be notified of any material revisions.
SLA Summary
Metric | Commitment |
Service Availability | 99.9% |
Critical Response Time | 15 Minutes |
Critical Resolution Target | 2 Hours |
Backup Monitoring | 24×7 |
Daily Incremental Backup | Included |
Weekly Full Backup | Included |
Encryption | AES-256 |
Recovery Time Objective (RTO) | 4 Hours* |
Recovery Point Objective (RPO) | As Configured |
Scheduled Maintenance Notice | 48 Hours |
Emergency Support | 24×7 |
Standard Support | Monday–Saturday, 9:00 AM–7:00 PM IST |
*Recovery objectives are subject to backup size, available bandwidth, and infrastructure conditions.
This SLA establishes a clear operational framework for Acronis Backup Cloud services, ensuring predictable service quality, strong data protection, defined recovery objectives, and enterprise-grade support for business continuity.
