Service Level Agreement (SLA)
Table of Contents
1. Overview & Scope
CloudNexus ("Provider") commits to delivering the cloud infrastructure and hosting services described in this Service Level Agreement (SLA) to all eligible paying customers ("Customer"). This SLA applies to all Standard, Professional, and Enterprise subscription tiers unless otherwise explicitly stated in a separate Enterprise Agreement.
This agreement outlines our commitments regarding service availability, performance metrics, support responsiveness, and the remedies available to you if those commitments are not met. By provisioning and utilizing CloudNexus services, you acknowledge and agree to the terms herein.
This SLA applies exclusively to CloudNexus-managed infrastructure and platforms. Third-party services, beta/preview features, and customer-deployed applications are subject to separate terms and are explicitly excluded from SLA coverage.
2. Key Definitions
- Uptime: The percentage of time during a calendar month that CloudNexus services are operational and accessible to the Customer, as measured by CloudNexus monitoring systems.
- Downtime: Any period during which a CloudNexus service is unavailable or non-functional for end users, excluding Scheduled Maintenance, Force Majeure, and Customer-caused incidents.
- Scheduled Maintenance: Planned maintenance windows communicated to Customers at least 72 hours in advance, typically performed during low-traffic periods.
- Service Credit: Compensation provided to the Customer in the form of account credits when CloudNexus fails to meet the guaranteed uptime or performance thresholds.
- Force Majeure: Events beyond the reasonable control of CloudNexus, including but not limited to natural disasters, acts of terrorism, war, government actions, or widespread internet backbone failures.
- Support Incident Priority: A classification system (P1–P4) used to determine response and resolution timelines based on severity and business impact.
3. Service Commitments & Uptime Guarantees
CloudNexus guarantees the following monthly uptime percentages for core infrastructure services (Compute, Networking, Storage, Databases). Uptime is calculated on a rolling 30-day basis and reported via the CloudNexus Status Dashboard.
| Subscription Tier | Uptime Guarantee | Max Monthly Downtime | Service Credit Rate |
|---|---|---|---|
| Starter | 99.90% | 43 minutes | 10% of monthly fee |
| Professional | 99.99% | 4 minutes 22 seconds | 25% of monthly fee |
| Enterprise | 99.999% | 26 seconds | 50% of monthly fee |
If uptime falls below the guaranteed threshold, eligible Customers will receive automatic service credits without the need to file a claim. Credits are applied to the account within 5 business days of the incident resolution.
4. Performance & Latency Standards
Beyond availability, CloudNexus commits to the following performance benchmarks for managed infrastructure:
- Network Throughput: Minimum 95% of provisioned bandwidth capacity available during peak hours.
- Storage IOPS: NVMe SSD volumes will maintain 90% of guaranteed IOPS under sustained workloads.
- Global CDN Latency: P95 response time under 50ms for cached assets within regional edge networks.
- Database Failover: Managed database clusters will complete automatic failover within 60 seconds under Primary tier plans.
Performance metrics are measured at the CloudNexus network edge. Actual end-user experience may vary based on customer application architecture, third-party dependencies, and local ISP conditions.
5. Support Response & Resolution Times
CloudNexus provides tiered technical support with defined response and resolution targets. Timings begin when a valid support ticket is submitted through the official portal or API.
| Priority Level | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete service outage or data loss risk | ≤ 15 minutes | ≤ 4 hours |
| P2 - High | Severe degradation impacting core functionality | ≤ 1 hour | ≤ 8 hours |
| P3 - Medium | Limited impact; workaround available | ≤ 4 hours | ≤ 24 hours |
| P4 - Low | Feature requests, general inquiries, cosmetic issues | ≤ 12 hours | Best effort |
Enterprise Customers receive a dedicated Customer Success Manager and 24/7 phone escalation line. Response times are measured in business hours (09:00–18:00 UTC) for P3/P4 tickets, and 24/7 for P1/P2.
6. Service Credits & Remedies
If CloudNexus fails to meet the uptime or performance commitments outlined above, Customers are eligible for service credits calculated as a percentage of the monthly service fee incurred during the affected period.
Credit Claim Process
- Uptime shortfalls are automatically detected and credited within 5 business days.
- Performance or support-related claims must be submitted via the Support Portal within 14 days of the incident.
- CloudNexus will review and approve or deny claims within 5 business days.
- Credits are non-transferable, non-refundable, and expire if unused after 90 days.
Total service credits awarded in any calendar month shall not exceed 100% of the monthly service fee for the affected subscription tier. Credits do not apply to third-party add-ons or consumption-based services unless explicitly covered.
7. Exclusions & Limitations
The following scenarios are explicitly excluded from SLA coverage and do not count toward downtime or trigger service credits:
- Scheduled maintenance windows communicated ≥ 72 hours in advance
- Customer-caused outages (misconfiguration, credential leaks, resource exhaustion)
- Beta, preview, or early-access features explicitly labeled as non-production ready
- Third-party integrations, external APIs, or ISP-level connectivity failures
- Force Majeure events or government-mandated service suspensions
- Security incidents resulting from Customer negligence or shared responsibility model violations
CloudNexus reserves the right to investigate and dispute credit claims that fall under these exclusions. Disputed claims may require technical logs or evidence for resolution.
8. Limitation of Liability
To the maximum extent permitted by applicable law, CloudNexus' aggregate liability under this SLA shall not exceed the total service fees paid by the Customer in the 12 months preceding the claim. CloudNexus shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to lost profits, data loss, business interruption, or reputational harm, arising from service disruptions.
This limitation applies regardless of the legal theory under which liability is asserted, whether in contract, tort, strict liability, or otherwise. Customers are strongly encouraged to maintain independent backups of all data and implement application-level redundancy strategies.
9. Amendments & Contact
CloudNexus may modify this SLA to reflect service improvements, regulatory changes, or technical updates. Material changes will be communicated via email and in-app notifications at least 30 days prior to taking effect. Continued use of services following such changes constitutes acceptance of the revised terms.
For SLA inquiries, claim disputes, or Enterprise custom agreements, please contact:
- Email: sla-support@cloudnexus.io
- Portal: support.cloudnexus.io
- Enterprise Sales: enterprise@cloudnexus.io
This SLA shall be governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. Any disputes shall be resolved through binding arbitration in Wilmington, DE, in accordance with AAA commercial rules.