CloudNexus guarantees industry-leading availability, latency, and support response times. Our SLA is backed by transparent monitoring, automated failover, and service credits for any unmet thresholds.
Performance guarantees are mapped to your subscription tier. All tiers include baseline DDoS mitigation, 24/7 monitoring, and automated health checks.
| Metric | Standard | Premium | Enterprise |
|---|---|---|---|
| Network Uptime | 99.9% | 99.99% | 99.999% |
| Storage Durability | 99.99% | 99.999% | 99.9999% |
| Max Latency (p99) | < 45ms | < 25ms | < 12ms |
| Support Response (Critical) | 2 hours | 1 hour | 15 minutes |
| Service Credit Cap | 100% of monthly fee | 200% of monthly fee | 300% of monthly fee |
| Dedicated Account Manager | — | — | ✓ Included |
Measured as the percentage of time your allocated compute resources maintain active network connectivity and respond to health probes. Excludes scheduled maintenance windows communicated 72h in advance.
Block and object storage are replicated across a minimum of 3 failure domains. Erasure coding ensures zero data loss events over projected lifecycle metrics.
End-to-end packet loss measured across core routers and edge POPs. Automatic rerouting triggers instantly upon BGP anomalies or link degradation.
Automated instance migration or load balancer health-check removal upon host-level failure. Enterprise tier includes cross-AZ active-active syncing.
If CloudNexus fails to meet the SLA thresholds, service credits are automatically calculated and applied to your next billing cycle. No manual claim required for Standard and Premium tiers. Enterprise customers may request invoice adjustments directly.
Credit = (Actual Downtime / Allowed Downtime) × Monthly Service FeeOur SLA commitments are backed by rigorous internal controls and third-party validation. All infrastructure operates within certified security and operational frameworks.
Annual audit covering security, availability, and confidentiality controls across all cloud regions.
Certified Information Security Management System with continuous risk assessment protocols.
Data residency controls, encryption-at-rest/transit, and automated compliance reporting pipelines.
Public and account-level availability dashboards updated every 60 seconds. Historical data retained for 3 years.
Downtime is measured using redundant synthetic probes deployed across independent third-party networks and internal edge nodes. A region is marked as unavailable when >50% of health checks fail for a continuous 60-second window. Detailed reports are generated automatically.
No. Planned maintenance is communicated at least 72 hours in advance and scheduled during off-peak windows. These periods are excluded from uptime calculations. Emergency patches applied for critical security flaws follow the same exclusion policy.
Yes. Enterprise customers may negotiate bespoke SLA terms covering specific compliance requirements, dedicated hardware, or custom failover topologies. Contact our Solutions Architecture team to initiate a custom agreement.
Credits are aggregated and applied to the highest violated metric. The maximum credit cap per tier applies per billing cycle. Repeated systemic failures trigger a formal post-incident review and potential contract renegotiation.
Our infrastructure team will design an SLA tailored to your architecture, compliance needs, and traffic patterns.
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