Overview & Scope
This Service Level Agreement (SLA) outlines CloudNexus's commitments regarding the availability, performance, and reliability of our global network infrastructure. It applies to all paid subscription plans and covers the core networking layer, including Points of Presence (PoPs), backbone routing, DDoS mitigation infrastructure, and global anycast routing.
Note: This SLA applies specifically to network availability and routing performance. Compute, storage, and managed database SLAs are governed by their respective service agreements.
CloudNexus measures network availability monthly, calculated as the ratio of Uptime Hours divided by Total Hours in the billing period. Uptime Hours exclude periods where the network is fully inaccessible from more than 50% of global monitoring probes.
Network Performance Metrics
Our infrastructure is engineered to meet the following performance benchmarks across all production regions:
| Metric | Guaranteed Threshold | Measurement Scope |
|---|---|---|
| Network Uptime | 99.99% monthly | Global PoP & Backbone |
| Inter-PoP Latency | < 2ms average | CloudNexus internal routing |
| Edge-to-User Latency | < 20ms average | Top 100 ISP peering partners |
| Packet Loss | < 0.01% | Core transit & exchange points |
| Backbone Throughput | Up to 100 Gbps | Non-contended dedicated links |
Metrics are continuously monitored via third-party probes in 120+ locations. Latency and packet loss figures represent p95 performance under normal operating conditions, excluding active DDoS mitigation events or scheduled maintenance.
Service Credit Policy
If CloudNexus fails to meet the guaranteed Network Uptime SLA in a given billing cycle, eligible customers may receive service credits applied to their next invoice. Credits are calculated as a percentage of the monthly network/service fees paid.
| Monthly Uptime | Service Credit | Calculation Base |
|---|---|---|
| 99.90% – <99.99% | 10% | Monthly network/service fees |
| 99.00% – <99.90% | 25% | Monthly network/service fees |
| 95.00% – <99.00% | 50% | Monthly network/service fees |
| < 95.00% | 100% | Monthly network/service fees |
Credits are capped at 100% of the monthly service fees. For Enterprise contracts with custom SLAs, credit multipliers and escalation paths are defined in the Master Services Agreement (MSA).
Claiming Service Credits
To request service credits for a network outage or SLA breach:
- Log into the CloudNexus Customer Portal and navigate to Billing → Service Credits.
- Select the affected service and billing period.
- Attach relevant evidence (optional but recommended: server logs, ping/traceroute outputs, third-party monitoring alerts).
- Submit your claim within 30 calendar days of the outage resolution.
Processing Time: Claims are reviewed within 48 hours. Approved credits are automatically applied to your next billing cycle within 10 business days. Disputes may be escalated to the Customer Success team.
Exclusions & Limitations
CloudNexus is not liable for SLA breaches or service credits under the following circumstances:
- Scheduled Maintenance: Outages occurring during pre-approved maintenance windows (minimum 72-hour notice provided).
- Customer Misconfiguration: Issues caused by incorrect firewall rules, routing tables, API misconfigurations, or unauthorized software modifications.
- Abuse & DDoS Mitigation: Temporary rate-limiting or traffic filtering applied in response to malicious activity, abuse complaints, or regulatory takedown notices.
- Force Majeure: Events beyond reasonable control including natural disasters, telecommunications backbone failures, power grid outages, or government actions.
- Beta & Preview Services: Features marked as "Beta", "Preview", or "Early Access" are excluded from this SLA unless explicitly stated otherwise.
Support Response Times
Network incidents are categorized by severity. Our Support Engineering team commits to the following initial response times:
| Severity Level | Description | Response Time |
|---|---|---|
| Critical (P1) | Complete network outage or >50% PoP degradation | 15 minutes |
| High (P2) | Significant latency increase or regional routing instability | 1 hour |
| Medium (P3) | Intermittent packet loss or single PoP degradation | 4 hours |
| Low (P4) | Non-critical routing anomalies or informational requests | Next business day |
Response time is measured from ticket creation to first substantive communication from an engineer. Resolution targets are provided case-by-case based on root cause analysis.
Terms & Modifications
By subscribing to CloudNexus services, you agree to the terms outlined in this SLA, our Terms of Service, and Privacy Policy. CloudNexus reserves the right to modify this SLA to reflect infrastructure upgrades, new service tiers, or regulatory requirements. Material changes will be communicated via email and portal notifications at least 30 days prior to taking effect.
This SLA represents the entire agreement regarding network service levels. No oral or written information, statement, or promise not contained herein shall create a warranty or modify any limitation of liability. CloudNexus's total liability for SLA-related claims shall not exceed the amount paid for the affected services during the 12 months preceding the incident.
Questions? Contact our Trust & Compliance team at sla@cloudnexus.io or open a support ticket via the dashboard.