1. Purpose

This Service Level Agreement defines the service availability, security monitoring, backup, recovery, endpoint protection, incident response, support standards and customer responsibilities for the Acronis Cyber Frame service delivered by XcellHost Cloud Services Pvt. Ltd.

The service provides an integrated cyber-resilience framework combining backup, disaster recovery, endpoint security, anti-malware, vulnerability assessment, centralized management and security monitoring within a unified service environment.

2. Service Scope

The service may include:

• Backup and recovery 
• Disaster Recovery as a Service 
• Endpoint protection 
• Anti-malware protection 
• Endpoint Detection and Response 
• Vulnerability assessment 
• Patch management 
• Email security 
• Data Loss Prevention 
• Device control 
• Security-awareness support 
• Centralized security management 
• Security monitoring and alerting 
• Incident investigation 
• Recovery readiness monitoring 
• Compliance and executive reporting 

The final service scope depends on the customer’s selected plan, licences, workloads and approved service order.

3. Service Availability

Availability commitments apply only to infrastructure and services directly managed by XcellHost or the applicable Acronis service platform.

4. Support Hours

Standard Support

Monday to Saturday: 9:00 AM–7:00 PM IST

Emergency Support

Emergency support is available 24×7×365 for:

• Complete platform outage 
• Active ransomware incident 
• Major endpoint compromise 
• Critical backup failure 
• Disaster declaration 
• Data-recovery emergency 
• Multiple protected systems unavailable 
• Confirmed security breach 
• Critical business-service interruption 

5. Support Channels

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 and +91-8657032540

6. Incident Priority Matrix

Resolution targets may depend on issue complexity, workload size, internet bandwidth, system access, customer approval and third-party vendor support.

7. Backup and Recovery Services

The service may provide:

• Image-based backups 
• File and folder backups 
• Physical and virtual server backups 
• Endpoint backups 
• Application-aware backups 
• Incremental backups 
• Backup-job monitoring 
• Backup integrity verification 
• Granular restore 
• Bare-metal recovery 
• Point-in-time recovery 
• Restore to original or alternate locations 
• Cloud and local storage options 
• Immutable backup options, where licensed 

8. Disaster Recovery Services

Where included, the service may provide:

• Cloud failover 
• Instant virtualization 
• Automated recovery runbooks 
• Virtual-machine replication 
• Network mapping 
• Secure VPN connectivity 
• Application recovery 
• Test failover 
• Disaster-recovery drills 
• Recovery readiness monitoring 
• Failback to production 
• Post-recovery reporting 

9. Recovery Objectives

Actual RPO and RTO depend on the customer’s subscribed package, backup frequency, replication method, workload size, system design and network bandwidth.

10. Endpoint and Cybersecurity Protection

The service may include:

• Next-generation anti-malware 
• Anti-ransomware protection 
• Endpoint Detection and Response 
• Behavioural threat detection 
• Malicious-process termination 
• Endpoint isolation 
• Exploit prevention 
• Web protection 
• URL filtering 
• Device control 
• USB control 
• Vulnerability scanning 
• Security policy management 
• Threat intelligence updates 
• Security-event logging 

11. Vulnerability and Patch Management

Where subscribed, XcellHost will:

• Monitor operating-system vulnerabilities 
• Identify missing security updates 
• Review patch compliance 
• Deploy approved security patches 
• Schedule patch deployment 
• Monitor patch-installation results 
• Report failed patch installations 
• Recommend remediation for unsupported systems 

Patch deployment may be delayed where compatibility, operational or vendor-support risks are identified.

12. Email Security

Optional email-security services may include:

• Anti-spam protection 
• Anti-phishing protection 
• Malware scanning 
• Malicious-link detection 
• Attachment inspection 
• Impersonation protection 
• Email threat reporting 
• Security-policy management 
• Quarantine management 

Email-security coverage depends on the customer’s selected licence and mail platform.

13. Security Monitoring and Alerting

XcellHost may monitor:

• Backup success and failure 
• Endpoint health 
• Malware alerts 
• Ransomware activity 
• Security-policy violations 
• Patch status 
• Vulnerability findings 
• Device connectivity 
• Storage utilization 
• Replication status 
• Recovery readiness 
• Suspicious processes 
• User and administrative activity 
• Service availability 

Alerts may be delivered through:

• Email 
• SMS 
• WhatsApp 
• Support ticket 
• Management dashboard 
• Webhook or API, where supported 

14. Security Controls

The service may include:

• AES-256 encryption for stored data 
• TLS encryption for data in transit 
• Multi-factor authentication 
• Role-based access control 
• Secure cloud storage 
• Administrative audit logs 
• Access monitoring 
• Strong password controls 
• Data-integrity verification 
• Immutable backup options 
• Security-event logging 
• Regular platform updates 

15. Performance Targets

Performance targets exclude failures caused by unsupported systems, customer-side outages, revoked access, insufficient storage or disabled service agents.

16. Maintenance Window

Regular Maintenance

Sunday: 11:00 PM–3:00 AM IST

Maintenance activities may include:

• Platform updates 
• Security patches 
• Detection-engine updates 
• Backup verification 
• Replication validation 
• Infrastructure optimization 
• Policy review 
• Vulnerability-content updates 
• Performance tuning 
• Recovery-readiness checks 

XcellHost will provide at least 48 hours’ advance notice for planned maintenance wherever practicable.

Emergency maintenance may be performed without prior notice when necessary to protect service security or continuity.

17. Customer Responsibilities

The customer must:

• Provide accurate system and contact information 
• Maintain valid subscriptions and licences 
• Keep backup and security agents installed 
• Maintain stable internet connectivity 
• Provide required administrative access 
• Keep operating systems and applications supported 
• Protect administrator credentials 
• Approve backup, retention and security policies 
• Inform XcellHost of infrastructure changes 
• Report suspected incidents promptly 
• Review service reports 
• Test recovery procedures periodically 
• Follow applicable security and compliance requirements 
• Cooperate during security and recovery investigations 

18. XcellHost Responsibilities

XcellHost will:

• Configure services included in the subscribed plan 
• Monitor covered backups and security events 
• Investigate failed backup jobs 
• Respond to security alerts 
• Assist with recovery and failover 
• Maintain the managed service platform 
• Apply relevant platform updates 
• Monitor service availability 
• Escalate vendor-related issues 
• Provide technical support 
• Maintain appropriate access controls 
• Deliver reports where included 
• Coordinate during major incidents 
• Provide remediation recommendations 

19. Reporting

Reports may include:

• Backup success and failure 
• Endpoint protection status 
• Threat detections 
• Ransomware incidents 
• Vulnerability findings 
• Patch-compliance status 
• Recovery readiness 
• Replication health 
• Storage utilization 
• Incident summary 
• Security recommendations 
• Executive dashboard 
• Service-availability summary 

Reports may be issued monthly, quarterly or according to the subscribed service plan.

20. Service Exclusions

This SLA does not cover:

• Customer internet or power failures 
• Unsupported operating systems 
• Systems without active service agents 
• Hardware failures outside the managed scope 
• Customer configuration errors 
• Customer-disabled security controls 
• Data corruption before the last successful backup 
• Data outside the configured retention period 
• Unsupported third-party applications 
• Customer removal of backups 
• Malware or attacks excluded by customer policy 
• Physical theft or damage 
• Third-party platform outages 
• Force majeure events 
• Guaranteed prevention of every cyberattack 
• Guaranteed recovery of unsupported or previously corrupted data 

21. Service Credits

Service credits apply only to the XcellHost-managed Cyber Frame service.

Service credits:

• Apply to future invoices 
• Are not redeemable for cash 
• Apply only to the affected managed service 
• Exclude licensing, hardware and third-party charges 
• Must be claimed within 30 days 
• Cannot exceed the monthly recurring managed-service fee 

22. Escalation Matrix

23. Optional Value-Added Services

• Advanced Backup 
• Disaster Recovery as a Service 
• Acronis Advanced EDR 
• Acronis Advanced MDR 
• Acronis Advanced XDR 
• Immutable backup storage 
• Geo-redundant storage 
• Microsoft 365 backup 
• Email security 
• Data Loss Prevention 
• Security-awareness training 
• SIEM integration 
• Dark-web monitoring 
• Vulnerability management 
• Compliance reporting 
• DR testing and drills 
• Dedicated security consultant 
• Incident-response retainer 

24. Service Suspension and Termination

XcellHost may suspend the service where:

• Subscription payments are overdue 
• Required access or licences are unavailable 
• Customer activity threatens platform security 
• The service is used unlawfully 
• Security agents are deliberately disabled 
• Regulatory or legal instructions require suspension 

Upon termination:

• Monitoring and backup jobs may stop 
• Console access may be disabled 
• Stored data may be deleted according to contractual terms 
• Required data exports must be requested before termination 
• Outstanding charges remain payable 

25. SLA Summary

26. Important Disclaimer

This SLA applies to the Acronis Cyber Frame managed service delivered by XcellHost Cloud Services Pvt. Ltd. No cybersecurity, backup or disaster-recovery solution can guarantee prevention of every attack, uninterrupted availability or recovery of all data in every scenario.

Service effectiveness depends on proper licensing, supported workloads, active agents, adequate bandwidth, correct configuration, customer cooperation and implementation of recommended security and recovery measures.

Note: The commercial or official product name “Acronis Cyber Frame” should be confirmed before this SLA is published or attached to a customer contract.