Clear commercial conversations
We believe a serious infrastructure decision starts with an honest discussion of requirements, ownership, and the next operational step.
RackInfra Trust Center
Clarity is part of dependable infrastructure.
Trust is earned in the conversations before a deployment, the expectations set during a service, and the way questions are handled when they matter most. This page consolidates the trust, security, SLA, and compliance information from both Kelmora Cloud and our exclusive Joy Services partnership.
What you can expect
Start with the facts that influence your decision.
RackInfra does not treat a trust page as a collection of unverified badges. It is a practical starting point for the questions that matter to your team.
Security conversations
Ask us about the security requirements for your environment before you commit. We will help direct the discussion to the right technical owner.
Information before purchase
Before choosing a service, you should be able to understand the intended service path, support model, and delivery expectations.
Joy Services security controls
Technical safeguards across the AS152565 platform.
The following controls are sourced from Joy's publicly available Trust Center. They apply to Joy-operated cloud, network, and storage services. Confirm current control state via the Joy Trust Center before deployment decisions.
Multi-factor authentication via TOTP with recovery codes. Sessions are device- and network-bound with automatic rotation.
Passwords are one-way hashed and never stored in plain text. The platform has no mechanism to retrieve a password.
Transport security relies on TLS 1.3 paired with a strict Content-Security-Policy across all platform interfaces.
Secrets and sensitive data at rest use authenticated encryption. Encrypted backups are stored in Singapore.
Border routing enforces RPKI, dropping invalid routes automatically at all network borders.
Internal staff access is restricted, logged, and permitted only under explicit consent or a valid legal basis.
Service Level Agreement
24/7 support response commitments from Joy Services.
Joy Services publishes these response targets for all support ticket priorities. Failed hardware on dedicated servers is targeted for replacement within 4 hours of diagnosis, 24/7. SLA details are sourced from Joy's published SLA document.
Service down or under active attack
15 minutesSignificant degradation or partial outage
1 hourService issue, billing, or account enquiry
4 hoursFeature requests, feedback, general questions
24 hours (business days)SLA excludes scheduled maintenance (up to 4 hours/month announced in advance), OS/application faults, suspensions for non-payment or AUP violations, force majeure events, and Beta services. Credits are applied to wallet balances, not paid as cash. Claims must be submitted within 30 days of the affected month.
Data residency & retention
Where your data lives and how long it is kept.
Retention schedules and residency information are sourced from Joy's publicly published Trust Center. Data is managed out of India with encrypted backups in Singapore. The authoritative source is always the live Joy Trust Center document.
Data categoryRetention period
Server disks & snapshotsDuration of serviceDeleted within 30 days of service termination. Stored in the user-chosen region.
Account & billing data8 years (invoices)Account profiles deleted within 30 days of closure. Invoices retained 8 years for tax compliance.
Support tickets3 yearsRetained for support continuity and dispute resolution.
Login & API logs90 daysStored in India. Used for security analysis and anomaly detection.
Border flow records30 daysNetFlow and telemetry at network borders. Used for traffic analysis and DDoS detection.
Server telemetry5-min live → 13-month aggregateVaries by tier: 5-minute live metrics through 13-month daily aggregates.
Compliance & certifications
Current compliance status for Joy-operated services.
Compliance information is sourced from Joy's published Trust Center. Where certifications are in progress, enterprise architecture walkthroughs are available through sales channels.
PCI DSS
Payment processing scope fully delegated to certified third-party processors (Razorpay, PayPal, BTCPay). Joy never receives or stores full card numbers—only references, amounts, payment methods, and last-four digits.
ISO 27001
Formal certification in progress. Architecture walkthroughs and security questionnaires are available to enterprise buyers through sales channels.
SOC 2
In progress. Architecture documentation available on request for qualifying enterprise or institutional customers.
RPKI compliance
Full RPKI validation enforced at all AS152565 network borders. Invalid routes are dropped automatically.
Before you choose a provider
Questions we encourage you to ask.
- Which service path fits my application and operational requirements?
- Who owns the infrastructure layer and who supports the service experience?
- What is the right route for security, commercial, and technical questions?
- How should we plan for a larger or more complex environment?
- What data retention and residency applies to my workload?
- What SLA and credit terms apply if availability drops below the stated target?
Provider policy directory