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Security & Service Level Agreements

Enterprise-grade infrastructure protection, compliance certifications, and guaranteed performance metrics for your cloud workloads.

Security Architecture

Our zero-trust security model protects your data at rest, in transit, and in processing across all global regions.

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Network & DDoS Protection

Multi-layered anycast DDoS mitigation filtering 10+ Tbps of malicious traffic. WAF with custom rule sets and IP reputation filtering.

Always On
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Data Encryption

AES-256-GCM encryption at rest. TLS 1.3 for data in transit. Customer-managed keys (CMK) and HSM-backed key management.

Zero Knowledge
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Identity & Access Control

RBAC, ABAC, and fine-grained IAM policies. SSO/SAML 2.0 integration. MFA enforced for all administrative access.

Granular
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Physical Security

Biometric access, 24/7 surveillance, mantraps, and tamper-evident seals across all 50+ data centers. Geographically redundant power.

Tier IV Certified
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Continuous Monitoring

Real-time SIEM integration, automated anomaly detection, and immutable audit logs retained for 7 years.

24/7 SOC
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Isolation & Sandboxing

Hypervisor-level isolation, VPC segmentation, and network firewalls. Workload isolation ensures multi-tenant security.

Hardened

Compliance & Certifications

CloudNexus meets the highest industry standards to ensure regulatory compliance for enterprise, financial, and healthcare workloads.

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SOC 2 Type II
✓ Certified 2023
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ISO 27001
✓ Certified 2022
🇪🇺
GDPR Ready
✓ DPA Available
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HIPAA
✓ BAA Available
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PCI DSS L1
✓ Certified
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FedRAMP
✓ Moderate Authorization
📄 Documentation Access: Verified customers can request our full audit reports, DPA, BAA, and compliance attestations through the Customer Portal under Settings → Compliance & Legal.

Service Level Agreements

Transparent performance guarantees with financial compensation for any service degradation. Credits are automatically applied to your account.

Service Tier Uptime Guarantee Response Time Resolution Target Monthly Credit
Standard 99.9% 4 hours 8 business hours 10% credit
Professional 99.95% 2 hours 4 business hours 25% credit
Enterprise 99.99% 1 hour 2 business hours 50% credit
Ultra / Government 99.999% 15 minutes 1 business hour 100% credit + penalty
⚖️ Terms: Uptime is calculated monthly excluding scheduled maintenance (notified 72h in advance) and customer-caused outages. Credits are automatically issued within 5 business days of verification. Full SLA documentation is available in the Service Terms.

Incident Response Protocol

Our 24/7 Security Operations Center follows a strict incident lifecycle to minimize impact and ensure rapid recovery.

1

Detection & Triage

Automated monitoring flags anomalies. SOC analysts classify severity (P1-P4) within 15 minutes of alert.

2

Containment

Immediate isolation of affected nodes, traffic rerouting, and temporary firewall rules to prevent lateral movement.

3

Eradication & Recovery

Root cause analysis, system remediation, and validation against known-good backups before full restoration.

4

Post-Incident Review

Detailed post-mortem report delivered within 48 hours. Includes timeline, impact assessment, and preventive measures.

Frequently Asked Questions

Who owns my data on CloudNexus? ▼
You retain full ownership and control of all data stored on our platform. CloudNexus acts solely as a processor and never accesses, modifies, or sells customer data. Data resides strictly in your designated regions.
How quickly will I be notified of a security breach? ▼
We guarantee notification within 24 hours of confirmed data compromise, and within 4 hours for critical infrastructure incidents. Notifications are sent via email, SMS, and the Customer Portal dashboard.
Can I request a third-party security audit? ▼
Yes. Enterprise customers can schedule independent penetration testing and infrastructure audits. Our security team will coordinate scoping, provide network diagrams, and ensure testing does not impact production workloads.
How are SLA credits calculated and applied? ▼
Credits are automatically calculated based on monthly service downtime verified by our monitoring systems. Credits are applied to your account within 5 business days and can be used for any CloudNexus service for up to 12 months.
Do you support customer-managed encryption keys (CMEK)? ▼
Yes. Professional and Enterprise tiers support CMEK with AWS KMS, Azure Key Vault, or HashiCorp Vault integration. You maintain exclusive control over key rotation, revocation, and lifecycle management.

Need Custom Compliance or SLA Terms?

Our enterprise security team can configure bespoke DPA, BAA, and uptime guarantees tailored to your regulatory requirements.

Contact Security Team Download Full SLA PDF