1. Overview
CloudNexus is committed to delivering enterprise-grade reliability, security, and performance across its global infrastructure. This Service Level Agreement (SLA) outlines our commitments to uptime, performance, incident response, and service credits in the event of service disruptions.
This SLA applies to all CloudNexus compute, storage, database, and networking services deployed across our 50+ managed data centers. Customers must utilize automated monitoring and failover mechanisms to maximize service continuity.
2. Uptime Guarantee
CloudNexus guarantees a monthly uptime percentage of 99.999% for all production workloads hosted on our primary infrastructure tier. This translates to less than 26 seconds of allowable downtime per month per service instance.
For multi-region deployments utilizing our Global Load Balancer and automatic failover, the effective uptime target increases to 99.9999%, provided redundant configurations are properly implemented by the customer.
3. Covered Services
The following services are fully covered under this SLA:
- Cloud Virtual Machines (VPS & Dedicated)
- Managed Kubernetes Clusters (CloudNexus K8s)
- Object Storage (S3-Compatible)
- Managed Databases (PostgreSQL, MySQL, Redis, MongoDB)
- Global Content Delivery Network (CDN)
- Software-Defined Networking & Load Balancers
Edge compute, serverless functions, and third-party marketplace apps are covered under separate tier-specific SLAs available in the documentation portal.
4. Measurement & Reporting
Uptime is calculated monthly on a rolling basis, starting on the 1st of each calendar month. Measurement is performed using independent monitoring probes distributed across 150+ global locations.
Uptime Formula:
Uptime % = (Total Hours in Month − Downtime Hours) / Total Hours in Month × 100
Downtime is defined as any period where the service is inaccessible or fails to meet the minimum performance thresholds defined in our API documentation. Scheduled maintenance performed with ≥72 hours notice does not count toward downtime.
5. Service Credits
If CloudNexus fails to meet the uptime guarantee, eligible customers may request service credits proportional to the duration and severity of the disruption. Credits are applied to the next billing cycle and do not exceed 100% of the monthly service fee.
| Monthly Uptime % | Service Credit | Calculation Basis |
|---|---|---|
| 99.900% – 99.999% | 10% | Monthly service fee |
| 99.900% – 99.999% | 25% | Monthly service fee |
| < 99.900% | 50% | Monthly service fee |
| > 100 hours downtime | 100% | Monthly service fee |
Credits are automatically issued for verified infrastructure outages. Manual claims must be submitted within 30 days of the incident.
6. Exclusions & Limitations
Service credits are not applicable under the following circumstances:
- Customer-side misconfiguration, software bugs, or application errors
- Third-party internet service provider (ISP) outages beyond our network boundary
- Force majeure events (natural disasters, war, government actions, pandemics)
- Scheduled maintenance with proper notification (≥72 hours)
- Security incidents caused by compromised customer credentials
- Beta, preview, or experimental services explicitly marked as such
CloudNexus reserves the right to investigate and validate downtime claims before processing credits. All credit caps apply per service instance per month.
7. Incident Response & Support
CloudNexus operates a 24/7/365 Security Operations Center (SOC) and Network Operations Center (NOC). Incident severity is classified as follows:
- P1 (Critical): Complete service outage or data loss risk. Response: <15 min. Resolution: <4 hrs.
- P2 (High): Major degradation or partial failure. Response: <30 min. Resolution: <8 hrs.
- P3 (Medium): Minor performance impact. Response: <2 hrs. Resolution: <24 hrs.
- P4 (Low): Cosmetic or non-impacting issues. Response: <24 hrs. Resolution: <72 hrs.
Post-incident reports (PIRs) are published within 48 hours for P1 and P2 events, detailing root cause, timeline, and mitigation steps.
8. Claim Process
To request a service credit:
- Navigate to the CloudNexus Console → Billing → SLA Credits
- Select the affected service and billing period
- Provide incident ticket number or monitoring logs (if not auto-verified)
- Submit the claim. Approval typically occurs within 3-5 business days.
Disputes may be escalated to our Trust & Compliance team at sla@cloudnexus.io.
9. Contact & Updates
CloudNexus may modify this SLA to reflect infrastructure improvements, new service tiers, or regulatory requirements. Customers will receive at least 30 days' notice via email and console announcements before material changes take effect.
For technical inquiries, compliance documentation, or enterprise SLA negotiations, contact:
CloudNexus Trust & Reliability Team
Email: reliability@cloudnexus.io
Phone: +1 (888) 555-0192 (24/7 NOC Line)
Status Portal: status.cloudnexus.io
This SLA constitutes a binding agreement between CloudNexus and its subscribers. It is subject to the Master Service Agreement (MSA) and applicable data protection regulations. By deploying workloads on CloudNexus infrastructure, you acknowledge and accept these terms.