AV Services provides emergency Linux server diagnosis, containment, and remediation for businesses across India and internationally. This page covers scope, response tiers, pricing, and what the fee includes.
| Response Mode | Coverage | Response Time | Fixed Fee (excl. GST) |
|---|---|---|---|
| Remote | Worldwide | Within 2 hours | ₹5,000 |
| Onsite — Mumbai | Mumbai city limits | Within 4 hours | ₹10,000 |
| Onsite — Pan-India | All Indian cities | Next business day | ₹15,000 + travel actuals |
Response times are best-efforts targets. AV Services will make all reasonable efforts to meet them. Times may be affected by factors outside AV Services’ control including network outages, ISP failures, natural disasters, or civil disruption.
After-hours surcharge (before 9:00 AM or after 6:00 PM, including weekends and public holidays): +50% on base rate.
Data Recovery: Accidental deletion, formatted volumes, or corrupted filesystems: ₹75,000 fixed fee on successful recovery only. No charge if recovery is not possible.
What the Fee Covers
- Initial diagnosis and root cause identification
- Incident containment and service restoration
- Security assessment if a breach is suspected
- Root Cause Analysis (RCA) report within 48 hours
- Post-incident monitoring for 24 hours (remote)
- Recommendations to prevent recurrence
Exclusions
Hardware replacement costs; third-party software licensing fees; incidents caused by changes made by parties other than AV Services after remediation is complete; ongoing managed services (covered under a separate retainer agreement).
Retainer Clients
Businesses on an AV Services monthly retainer have emergency response included at no additional cost. This SLA applies to new and non-retainer clients only.
A recent incident, by the numbers
A Mumbai stockbroker called at 11:43 PM on a Tuesday. Trading systems down. No backup admin available. The call lasted 4 minutes — enough to confirm remote access was possible and that the issue was server-side, not network.
Remote session started at 11:51 PM. Logs pointed to a failed systemd service cascading into a deadlocked database connection pool. Root cause confirmed at 12:17 AM. Fix applied — service config corrected, pool flushed, daemon restarted — at 12:44 AM.
Total downtime: 61 minutes. RCA report delivered the next morning.
Fee: ?5,000 + 50% after-hours surcharge = ?7,500 excl. GST. The client signed a retainer the following week.
Work Authorisation
All emergency work requires written authorisation before work commences. Verbal authorisation is accepted during critical outages and must be followed by written confirmation within 2 hours.
Payment Terms
Invoice raised on completion of work. Payment due within 7 days. GST applicable on all amounts. International clients invoiced in USD under LUT (zero GST). Data recovery fee due only on confirmed successful recovery.
↧ Download Incident Response SLA (PDF)
Data Recovery Engagements
Data recovery from failed or corrupted media (ransomware, hardware failure, accidental deletion with no backup) is handled under a separate Data Recovery Engagement Letter. This letter must be signed by both parties before work begins. It defines the target file list, the success threshold (95%+ of target files accessible and readable), and the fee structure (₹75,000 + GST on successful recovery, ₹0 otherwise). Full process, pricing, and supported filesystems: Linux Data Recovery Mumbai ?