Home / Trust Center / Uptime Commitment

Uptime Commitment & SLA

Our infrastructure is engineered for continuous availability. We back our reliability with transparent metrics, financial guarantees, and industry-leading incident response protocols.

All Systems Operational — 99.999% Uptime Maintained
Our Promise

Enterprise-Grade Reliability

We design, build, and operate our global infrastructure to eliminate single points of failure. Every tier is backed by a Service Level Agreement (SLA) that aligns with your business continuity requirements.

99.999%
Maximum Uptime Guarantee
Available on Enterprise tier. Equivalent to just 26 seconds of planned downtime per year.
< 50ms
Failover Latency
Automated regional failover triggers and completes in under 50 milliseconds.
24/7/365
Monitoring & Support
Proactive infrastructure monitoring with round-the-clock engineering on standby.
n
SLA Structure

Service Level Agreement Tiers

Select the commitment level that matches your workload criticality. All SLAs are calculated based on monthly network and API availability.

Tier Uptime Guarantee Max Monthly Downtime Support Response Credit Compensation
Standard 99.9% 43 minutes 4 hours 10% of monthly fee
Business 99.95% 21.6 minutes 2 hours 25% of monthly fee
Enterprise 99.999% 26 seconds 15 minutes 50% of monthly fee + dedicated ARC
How We Deliver It

Built-In Resilience Architecture

Uptime isn't just a metric—it's engineered into every layer of our stack. From hardware redundancy to intelligent traffic routing, we eliminate fragility.

🔄

Multi-AZ & Multi-Region Active-Active

All production workloads run across at least 3 availability zones. Regional failover is fully automated and tested quarterly via chaos engineering drills.

📡

Intelligent Traffic Routing

Global DNS and anycast BGP automatically route traffic to the healthiest, lowest-latency edge or origin node within 200ms of incident detection.

🔍

Proactive Telemetry & Anomaly Detection

AI-driven monitoring analyzes 1M+ metrics/second. Predictive alerts trigger mitigation playbooks before degradation impacts your services.

🛡️

Hardware & Power Redundancy

N+1 power supplies, dual UPS arrays, on-site generators, and hot-swappable NVMe storage ensure physical infrastructure never becomes a bottleneck.

Transparency

Incident Response & Communication

When issues occur, we follow a strict, auditable response framework. You'll always know the status, impact, and timeline.

T+0:00
Detection & Auto-Mitigation
Automated systems detect anomalies and execute pre-approved runbooks. Traffic rerouting and scaling triggers fire instantly.
T+0:05
Customer Notification
Status page updates, API webhooks, and email/SMS alerts are dispatched. Enterprise clients receive direct paging from on-call engineers.
T+0:15
Engineer Triage & War Room
Senior infrastructure engineers join the incident channel. Root cause analysis begins while mitigation continues.
T+1:00
Resolution & Verification
Fix deployed, validated across regions, and health checks pass. Services return to nominal state.
T+24:00
Post-Incident Review
Full public post-mortem published with timeline, root cause, impact assessment, and preventative measures implemented.
Credits & Compensation

How to File an SLA Credit Request

If your service falls below the guaranteed uptime threshold, we honor your SLA. Follow these steps to request compensation.

1

Log in to Dashboard

Navigate to Billing & SLA > Uptime Reports > Credit Claims

2

Select Affected Service

Choose the instance, database, or network tier that experienced downtime

3

Submit & Auto-Verify

Our system cross-references your claim with telemetry logs and SLA terms

4

Receive Credit

Approved credits are applied to your account within 3 business days

Support

Frequently Asked Questions

How is uptime calculated?
Uptime is measured at the network layer (ICMP/HTTP) and API endpoints across all active regions. Planned maintenance windows are excluded but must be scheduled with 72-hour notice. Downtime is only counted when services are completely unreachable or unresponsive for more than 30 consecutive seconds.
Does the SLA cover customer-caused outages?
No. The SLA applies only to CloudNexus infrastructure and managed services. Issues stemming from misconfigured firewalls, application crashes, third-party dependencies, or customer-initiated shutdowns are excluded.
Can I upgrade my SLA tier mid-cycle?
Yes. SLA changes take effect immediately and are prorated for the remainder of your billing cycle. Enterprise tier upgrades require a 24-hour provisioning window for dedicated support routing.
Where can I view real-time status and historical uptime?
Visit our public Status Page for live metrics, incident logs, and monthly uptime reports. API access is available via the /v1/uptime endpoint for programmatic monitoring.

Ready for Unbreakable Infrastructure?

Deploy on the most reliable cloud stack in the industry. Start with a free tier or schedule an architecture review with our solutions team.

Deploy Workload Schedule Architecture Review