Service Level Agreement (SLA)
1. Introduction & Scope
This Service Level Agreement ("SLA") governs the availability, performance, and service commitments provided by CloudNexus ("Company", "we", "us", or "our") to you ("Customer", "you", or "your") for CloudNexus's cloud infrastructure, hosting, managed databases, Kubernetes clusters, CDN, and related services (collectively, the "Services").
By subscribing to any paid CloudNexus service, you agree to the terms outlined in this SLA. This SLA supplements, but does not replace, our Master Service Agreement, Terms of Service, and Privacy Policy. In the event of a conflict, the Master Service Agreement shall control.
2. Service Definitions
For the purposes of this SLA, the following definitions apply:
- Service Instance: A provisioned resource (e.g., VPS, Database, Kubernetes Node, Object Storage Bucket) assigned to your account.
- Service Error: Any failure of a Service to meet the defined availability or performance commitments during a Measurement Period.
- Measurement Period: A calendar month, calculated on a rolling 30-day basis.
- Uptime: The percentage of time during a Measurement Period that a Service is operational and responsive to health checks, excluding Scheduled Maintenance and Customer-caused outages.
3. Availability Commitments
CloudNexus guarantees the following minimum monthly uptime percentages for each service tier. Availability is calculated as: (Total Hours in Month - Downtime Hours) / Total Hours in Month × 100.
| Service | Guaranteed Uptime | Max Monthly Downtime |
|---|---|---|
| Cloud VPS / Compute | 99.99% | ~43.2 minutes |
| Managed Databases | 99.95% | ~21.6 minutes |
| Kubernetes Clusters | 99.95% | ~21.6 minutes |
| Global CDN & Edge Network | 99.99% | ~43.2 minutes |
| Object Storage | 99.999% | ~4.3 minutes |
Uptime is measured per-region. Multi-region deployments with active-active or active-passive failover configurations are subject to separate availability calculations documented in the High Availability Addendum.
4. Performance Metrics & Monitoring
CloudNexus continuously monitors Service performance using distributed health probes located outside of our infrastructure. Key performance indicators include:
- Network Latency: <15ms average round-trip time for regional endpoints; <50ms for inter-region peering.
- Disk I/O: NVMe storage guaranteed baseline of 3,000 IOPS per GB, with burst capacity up to 10,000 IOPS.
- API Responsiveness: Management API endpoints maintain <200ms p95 response time under standard load.
5. Maintenance Windows
Scheduled Maintenance: CloudNexus reserves the right to perform routine maintenance, security patches, and infrastructure upgrades. We provide a minimum of 72 hours' notice for non-critical maintenance via email and in-app notifications. Scheduled maintenance does not count against uptime commitments.
Emergency Maintenance: In cases of critical security vulnerabilities or cascading infrastructure failures, CloudNexus may initiate emergency maintenance with immediate effect. Such events will be documented in our Status Center within 24 hours. Emergency maintenance downtime exceeding 1 hour may be eligible for partial service credits at our sole discretion.
6. Service Credits & Remedies
If a Service fails to meet its guaranteed uptime during a Measurement Period, CloudNexus will provide the following service credits applied to your next billing cycle. Credits require manual claim submission within 30 days of the incident resolution.
| Uptime Below Guarantee | Service Credit |
|---|---|
| 99.90% – 99.94% | 10% of monthly service fees |
| 99.00% – 99.89% | 25% of monthly service fees |
| 95.00% – 98.99% | 50% of monthly service fees |
| < 95.00% | 100% of monthly service fees |
Credits are calculated based on the affected service's prorated monthly cost. Service credits represent the sole and exclusive remedy for Service unavailability, except where prohibited by applicable law.
7. Exclusions & Force Majeure
The availability and performance commitments in this SLA do not apply to outages or degradation caused by:
- Customer misuse, negligence, or unauthorized access to accounts/infrastructure
- Software bugs, misconfigurations, or third-party dependencies managed by the Customer
- Beta, preview, or early-access services explicitly marked as non-production
- Force Majeure events: acts of God, war, terrorism, civil unrest, telecommunications failures beyond our control, or government actions
- Large-scale regional internet routing blackouts or backbone provider failures
8. Customer Responsibilities
To ensure optimal Service availability, Customers agree to:
- Implement reasonable security practices, including IAM policies, firewall rules, and secret rotation
- Apply timely OS and application patches on provisioned instances
- Utilize recommended architectures for fault tolerance (e.g., multi-AZ deployments, read replicas, load balancing)
- Report suspected Service Errors through official support channels within 48 hours of occurrence
9. Limitations of Liability
CloudNexus's total aggregate liability under this SLA shall not exceed the total fees paid by the Customer for the affected Service during the Measurement Period in which the breach occurred. CloudNexus expressly disclaims liability for indirect, incidental, consequential, punitive, or special damages, including but not limited to loss of data, revenue, or business opportunity.
10. Amendments & Contact
CloudNexus reserves the right to modify this SLA to reflect infrastructure upgrades, new service tiers, or regulatory requirements. Material changes will be communicated via email and in-app notification at least 30 days prior to the effective date. Continued use of Services after such notice constitutes acceptance of the revised terms.
For SLA inquiries, credit claims, or architectural guidance, contact our Enterprise Support team at enterprise@cloudnexus.com or submit a ticket via the Control Panel.