Your service agreement defines the commitment
OwnGPU service levels apply only when stated in an accepted order, service agreement or service-level schedule. This page does not create a blanket uptime percentage, response-time guarantee or service-credit entitlement.
ZenoCloud's published commitments do not automatically extend to every OwnGPU hardware, hosting or partner service. The agreed scope must identify the covered service and responsible operating party.
What the schedule should identify
- The covered equipment, location, network and managed components.
- Support hours, authorized contacts, incident severity and escalation.
- Availability measurement, scheduled maintenance and applicable exclusions.
- Initial response targets, remote-hands scope, parts and replacement arrangements.
- Responsibilities for customer applications, software, backups and third-party dependencies.
- Any service-credit calculation, claim process, evidence and time limits.
Separate infrastructure layers
Facility power, network connectivity, server availability and application performance are different measurements. A supplier's facility agreement does not automatically cover the customer's application or every dependent system.
Initial response means an incident has reached the agreed operating path. It is different from resolution, which can depend on diagnosis, access, parts, customer decisions and third-party action.
Agree requirements before deployment
Tell us about the workload, maintenance constraints and business impact of an outage before ordering. We will state the proposed service boundary and commitments in writing. Hardware warranty, damage/loss responsibility, backup and recovery requirements must also be addressed in the applicable agreement.
For service-level questions, contact [email protected] or [email protected]. OwnGPU is operated by Zeno Ventures Pvt. Ltd., A-103, iThum, Sector-62, Noida, Uttar Pradesh 201301, India.