Effective Date: January 1, 2025Version: 2.1Applies to: All Commercial Plans
1. Scope & Applicability
This Service Level Agreement (SLA) governs the availability, performance, and support commitments for CloudNexus infrastructure and platform services. It applies to all active subscriptions billed on a recurring basis (monthly or annual) and covers the following core services:
Note: Free trial accounts, developer preview features, and third-party marketplace applications are not covered under this SLA unless explicitly stated in their respective documentation.
2. Definitions
Uptime: The percentage of time a Service is accessible and operational, measured hourly by independent third-party monitoring systems.
Downtime: Any period during which a Service is inaccessible or fails to meet the performance thresholds defined in this SLA. Excludes Scheduled Maintenance and Customer-Induced Outages.
Scheduled Maintenance: Planned maintenance windows communicated to the customer at least 72 hours in advance via email and the CloudNexus Status Dashboard.
Force Majeure: Events beyond CloudNexus's reasonable control, including but not limited to natural disasters, acts of war, terrorism, government actions, or widespread infrastructure failures.
Service Credit: A credit applied to the customer's CloudNexus account balance, calculated as a percentage of the monthly recurring charge for the affected service.
3. Service Availability Commitments
CloudNexus commits to maintaining the following minimum monthly uptime percentages for covered services, based on your subscription tier:
Subscription Tier
Minimum Uptime SLA
Max Allowable Downtime / Month
Starter
99.9%
43 minutes
Professional
99.99%
4.3 minutes
Enterprise
99.999%
26 seconds
Uptime is calculated on a calendar month basis (1st to last day of each month). If CloudNexus fails to meet the committed uptime percentage, customers are eligible for Service Credits as outlined in Section 4.
4. Service Credits
If CloudNexus fails to meet the uptime commitment for a given service in a calendar month, we will issue Service Credits to your account balance. Credits are calculated based on the percentage of downtime experienced:
Monthly Downtime
Service Credit
≥ 99.90% but < 100.00%
10% of monthly charge
≥ 99.00% but < 99.90%
25% of monthly charge
≥ 95.00% but < 99.00%
50% of monthly charge
< 95.00%
100% of monthly charge
Important: Service Credits are the sole and exclusive remedy for CloudNexus's failure to meet SLA commitments. The maximum total credits payable in any calendar month shall not exceed 100% of the monthly charge for the affected service.
5. Exclusions
The following events and circumstances are explicitly excluded from Downtime calculations and do not count against the SLA:
Scheduled Maintenance windows communicated in accordance with Section 2
Issues caused by customer configurations, software, applications, or failure to follow CloudNexus documentation
Outages caused by third-party services, APIs, or infrastructure not operated by CloudNexus
Security incidents resulting from customer negligence, credential sharing, or non-compliance with security best practices
Force Majeure events as defined in Section 2
Beta, Preview, or Experimental features explicitly marked as such
Temporary performance degradation due to extreme traffic spikes where auto-scaling policies are properly configured but temporarily saturated
6. Monitoring & Reporting
CloudNexus utilizes independent, third-party monitoring services to measure uptime and performance. Monitoring occurs at 1-minute intervals from multiple global locations. Real-time status and historical uptime reports are available 24/7 via:
Customers may also configure custom monitoring via our API or integrate with third-party observability tools (Datadog, Prometheus, New Relic, etc.). CloudNexus retains SLA measurement data for 13 months from the date of generation.
7. Customer Responsibilities
To maintain full SLA eligibility, customers must:
Keep root/admin credentials secure and implement multi-factor authentication (MFA) on all accounts
Apply critical security patches and OS updates within 14 days of release (for self-managed instances)
Configure auto-scaling, load balancing, and failover mechanisms according to CloudNexus best practices
Report suspected service degradation or outages within 24 hours of occurrence
Maintain compliant workloads and adhere to the Acceptable Use Policy (AUP)
Failure to meet these responsibilities may void SLA eligibility for the affected service(s).
8. How to Claim Credits
Service Credits must be requested through the CloudNexus Support Portal. The claim process is as follows:
Navigate to Support → SLA Claims in the customer portal
Select the affected service, subscription tier, and calendar month
Provide a brief description and supporting evidence (if applicable)
Submit the claim
Deadline: All SLA credit claims must be submitted within 30 days of the end of the calendar month in which the downtime occurred. Claims submitted after this window will be automatically denied.
CloudNexus will review and approve/deny claims within 5 business days. Approved credits are applied to the next invoice or account balance automatically.
9. Amendments & Termination
CloudNexus reserves the right to modify this SLA to reflect changes in services, infrastructure, or industry standards. Material changes will be communicated via email and the Status Dashboard at least 30 days prior to taking effect. Continued use of CloudNexus services after the effective date constitutes acceptance of the revised SLA.
Customers may terminate their agreement and cancel SLA coverage at any time through the billing portal. SLA commitments apply only to active, paid subscription periods. Refunds are not issued in lieu of Service Credits unless explicitly required by applicable law.