Service Credits Policy

Overview

CloudNexus guarantees a 99.999% uptime SLA for all paid infrastructure services, including VPS Hosting, Kubernetes Clusters, Managed Databases, and Object Storage. If our systems fall below this threshold due to issues within our control, you are eligible for service credits applied to your account balance.

Credits are calculated based on your monthly recurring costs for the affected service and are automatically issued upon verification. No credit card charges are refunded; credits are applied as account balance for future billing cycles.

Credit Calculation Schedule

Service credits are calculated as a percentage of your monthly service charges for the impacted month. Uptime is measured per service category.

Monthly Uptime %	Service Credit %	Notes
99.999% – 100%	0%	SLA met. No downtime.
99.9% – 99.998%	10%	Minor degradation or brief outage.
99.0% – 99.899%	25%	Significant service interruption.
95.0% – 98.999%	50%	Major outage affecting core functionality.
Below 95.0%	100%	Critical failure. Full monthly refund via credit.

How to Request Service Credits

Credits are not automatically issued in most cases. You must submit a claim within 30 days of the incident. Follow these steps:

1

Identify the Incident

Review your service logs and CloudNexus Status Page to confirm the downtime window and affected service.

2

Open a Support Ticket

Submit a request via the Dashboard under Billing & Invoices > Service Credit Request.

3

Provide Details

Include service ID, exact downtime timestamps, and any relevant logs or screenshots.

4

Verification & Issuance

Our SRE team reviews the claim within 3 business days. Approved credits are applied within 7 days.

Exclusions & Limitations

Service credits are not applicable under the following conditions:

Scheduled Maintenance: Announced maintenance windows communicated at least 72 hours in advance.
Customer-Initiated Actions: Downtime caused by configuration changes, OS updates, or scaling actions performed by the customer.
Third-Party Dependencies: Failures originating from upstream providers, payment gateways, or external APIs not managed by CloudNexus.
Force Majeure: Natural disasters, telecommunications failures beyond our control, or civil/military actions.
Free Tier & Trial Accounts: Service credits apply only to paid subscription tiers.
Security Incidents: Unauthorized access or breaches initiated by compromised customer credentials.

Service credits represent the sole and exclusive remedy for SLA breaches. CloudNexus is not liable for indirect, incidental, or consequential damages resulting from service interruptions.

Frequently Asked Questions

How is uptime calculated? ▼

Uptime is measured using 1-minute polling intervals across health check endpoints. A service is considered "down" if it fails to respond with a 2xx/3xx status for consecutive checks exceeding 5 minutes.

Can credits be used for other services? ▼

Yes. Service credits are applied to your general account balance and can be used across any CloudNexus product, including compute, storage, databases, and add-ons.

What if my downtime spans multiple months? ▼

Credits are calculated and applied per calendar month. You may submit separate claims for each affected month, provided they are submitted within the 30-day window.

Do credits expire? ▼

Service credits are valid for 12 months from the date of issuance. Unused credits will expire and cannot be converted to cash.

Need Help with a Claim?

Our Trust & Safety team is available to review complex incidents or multi-region outages.

Contact Enterprise Support