Service Delivery Policy

1. Nature of Services

Novux Cloud provides digital cloud infrastructure services that are delivered entirely online and electronically. Our Services do not involve the shipment, delivery, or handling of any physical goods or products.

All services, including cloud hosting, VPS servers, dedicated servers, CDN, managed databases, and security solutions, are provisioned and accessed remotely through the internet via our platform, control panel, APIs, and associated tools.

2. Service Activation & Provisioning

Upon successful payment and account verification, services are provisioned according to the following timelines:

Delivery times are estimates and may vary based on demand, resource availability, and the complexity of the requested configuration. We will notify you promptly of any delays.

3. How Services Are Delivered

Upon successful provisioning, you will receive access to your services through:

• Email Notification: Confirmation email with service details, access credentials, and setup instructions sent to your registered email address
• Client Dashboard: Full access through your Novux Cloud account dashboard where you can manage, monitor, and configure all services
• API Access: Programmatic access via our RESTful APIs with documentation and authentication keys
• Control Panel: Direct server management through our intuitive control panel interface

4. Service Availability

Our Services are available 24 hours a day, 7 days a week, 365 days a year, subject to:

• Our Service Level Agreement (SLA) guaranteeing 99.99% uptime
• Scheduled maintenance windows (communicated at least 48 hours in advance)
• Force majeure events beyond our reasonable control

Services can be accessed from any location worldwide with an internet connection. Performance may vary based on your geographic location relative to the selected data center region.

5. Geographic Availability

Novux Cloud operates data centers across multiple regions globally. Our services are available to customers worldwide, subject to applicable export controls and sanctions regulations. You may select your preferred data center region during the setup process to optimize performance for your target audience.

6. Onboarding & Support

To ensure a smooth service delivery experience, we provide:

• Documentation: Comprehensive guides, tutorials, and API documentation
• Onboarding Assistance: Step-by-step setup guides for all services
• Technical Support: Available via email, live chat, and phone for assistance with service setup and configuration
• Enterprise Onboarding: Dedicated account manager and custom onboarding for enterprise plans

7. Service Modifications

You may upgrade, downgrade, or modify your services at any time through your account dashboard or by contacting our support team. Service modifications are typically processed as follows:

• Upgrades: Applied instantly or within minutes. Additional charges are pro-rated
• Downgrades: Take effect at the start of the next billing cycle
• Region Migration: May take 1-24 hours depending on data volume
• Add-on Services: Typically activated within minutes

8. Service Delivery Failures

In the rare event that a service cannot be delivered or provisioned:

• We will notify you within 1 hour of identifying the issue
• Our team will work to resolve the issue as quickly as possible
• If the service cannot be delivered within 24 hours, you are entitled to a full refund
• Service credits will be issued for any delays exceeding the estimated delivery time

9. No Physical Shipping

As a digital services provider, Novux Cloud does not ship any physical products. All services are delivered electronically through our online platform. There are no shipping charges, handling fees, or physical delivery timelines applicable to our services.

10. Contact Us

For questions about service delivery, provisioning, or access issues:

• Technical Support: support@novuxcloud.com
• Sales Team: sales@novuxcloud.com
• Phone/WhatsApp: +91 9544433349
• Address: Novux Cloud (Independent Provider), Kerala, India