⏱️ SLA & Uptime Exclusions
Events that do not qualify for uptime credit calculations or SLA compensation under standard guarantees.
Planned Maintenance Windows
Scheduled infrastructure upgrades, security patching, or hardware replacements announced ≥72 hours in advance via status.cloudnexus.com.
Customer-Induced Outages
Downtime caused by misconfigured firewalls, exhausted resource limits, failed deployments, or unauthorized system modifications by the customer or third-party agents.
Volumetric DDoS Beyond Mitigation Capacity
Attacks exceeding 3.5 Tbps sustained load or application-layer attacks targeting unpatched vulnerabilities in customer-deployed software.
🛠️ Technical Support Scope Exclusions
CloudNexus support engineers resolve infrastructure and platform-level issues. The following fall outside our standard support matrix.
Application Code & Business Logic
Debugging, optimization, or troubleshooting of customer-owned source code, CMS platforms, e-commerce plugins, or custom scripts.
Third-Party Software Licensing & Configuration
Issues related to vendor-specific binaries, proprietary database engines, or unmanaged packages installed outside CloudNexus approved repos.
Data Recovery Beyond Backup Windows
Restoration of data older than the retention period specified in your plan, or recovery from intentionally deleted/overwritten volumes without snapshots.
🔒 Security & Compliance Exclusions
CloudNexus secures the cloud infrastructure. Customer workloads, access controls, and compliance frameworks follow a shared responsibility model.
Weak Credentials & Phishing Vectors
Compromises resulting from reused passwords, disabled MFA, credential stuffing, or social engineering targeting customer accounts.
Regulatory & Data Sovereignty Compliance
GDPR, HIPAA, PCI-DSS, or industry-specific audits remain the customer's responsibility. CloudNexus provides compliant infrastructure but does not certify workload compliance.
Client-Side Security & Endpoint Protection
Malware originating from local developer machines, CI/CD pipeline injection, or compromised third-party dependencies.
📡 Performance & Network Exclusions
Latency and throughput guarantees assume properly optimized workloads and standard routing paths.
Unoptimized Workloads & Cache Misses
Performance degradation caused by missing CDN caching rules, synchronous database queries under load, or unindexed table scans.
Regional Internet Exchange Delays
Last-mile routing bottlenecks, ISP peering disputes, or municipal network congestion outside CloudNexus control.
Provisioned Limit Exceedance
Network throttling or queueing when traffic, IOPS, or concurrent connections exceed the allocated tier without auto-scaling enabled.
🌐 Force Majeure & Critical Infrastructure
Events beyond reasonable control that suspend service guarantees temporarily.
Natural Disasters & Grid Failures
Earthquakes, floods, regional power blackouts, or telecommunications infrastructure failures impacting multiple providers.
Governmental or Carrier Interference
ISP-level throttling, national internet shutdowns, export control restrictions, or mandated data localization compliance actions.
Need Clarification on Your Stack?
Our Solutions Architects can map your architecture against these exclusions and recommend mitigation strategies.