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Service Level Agreement (SLA)

📅 Last Updated: November 1, 2025 📄 Version 4.2.0

1. Overview

CloudNexus is committed to delivering highly reliable, secure, and performant cloud infrastructure. This Service Level Agreement (SLA) outlines our uptime commitments, service credit policies, measurement methodologies, and exclusions. This SLA applies to all paid subscriptions and supplements our Terms of Service and Acceptable Use Policy.

💡 This agreement defines availability commitments for production-tier services. Free-tier, trial, and beta services operate on a best-effort basis without guaranteed service credits.

2. Uptime Guarantees

CloudNexus guarantees the following monthly network and service availability percentages based on your subscribed plan tier. Availability is calculated per service component across all active regions.

Plan Tier Guaranteed Uptime Max Downtime/Month Credit Threshold
Starter 99.90% 43 min 49 sec < 99.90%
Professional 99.95% 21 min 54 sec < 99.95%
Enterprise 99.999% 26 sec < 99.999%
Managed K8s / Databases 99.95% - 99.99% Varies by tier Per control plane metric

Multi-region deployments benefit from geographic redundancy but are evaluated per-region for credit calculations.

3. Service Credits

If CloudNexus fails to meet the guaranteed uptime threshold in a billing cycle, eligible customers may request service credits. Credits are applied to the next billing invoice and cannot be exchanged for cash.

Credit Tiers

  • Uptime < 99.0%: 100% of monthly service cost
  • Uptime < 99.9%: 50% of monthly service cost
  • Uptime < 99.99%: 25% of monthly service cost
  • Uptime < 99.999%: 10% of monthly service cost

Credits are capped at 100% of the monthly recurring charge for the affected service. Add-ons, overage bandwidth, and third-party software licenses are excluded from credit calculations.

4. Scheduled Maintenance

CloudNexus may perform scheduled maintenance to upgrade infrastructure, apply security patches, or improve performance. Maintenance windows are:

  • Announced at least 72 hours in advance via the Status Dashboard and email.
  • Scheduled during low-traffic periods (typically 02:00–06:00 UTC).
  • Excluded from downtime calculations in the SLA.

Emergency maintenance required for critical security vulnerabilities may be performed with reduced notice. All emergency maintenance is logged and retroactively excluded from SLA calculations.

5. Service Exclusions

The SLA does not apply to incidents caused by:

  • Customer misconfiguration, software bugs, or unpatched instances
  • Violations of the Acceptable Use Policy or Terms of Service
  • Force majeure events (natural disasters, war, terrorism, government action, pandemics)
  • Third-party provider outages outside CloudNexus control (e.g., upstream ISP, payment processors)
  • Beta, preview, or deprecated services
  • Customer-initiated actions (restarts, resizes, OS updates)

6. Measurement Methodology

Availability is calculated using the following formula:

Availability (%) = [(Total Minutes in Billing Cycle − Downtime Minutes) / Total Minutes in Billing Cycle] × 100

Downtime is measured when CloudNexus monitoring systems cannot reach the service endpoint, and the service is unavailable for more than 5 consecutive minutes. Transient latency spikes below the failure threshold do not count as downtime.

7. Customer Responsibilities

To maintain SLA eligibility, customers must:

  • Maintain an active, paid subscription in good standing
  • Use supported operating systems, kernels, and configurations
  • Apply security patches and OS updates in a timely manner
  • Configure redundant architectures where applicable (e.g., load balancers, multi-AZ databases)
  • Report outages through official channels within 48 hours of occurrence

8. Claiming Service Credits

To request service credits:

  1. Log into the CloudNexus Console
  2. Navigate to Billing & Invoices → SLA Credits
  3. Select the affected service, billing cycle, and provide incident details
  4. Submit the claim via the portal or email sla@cloudnexus.io

Claims must be submitted within 30 calendar days of the billing cycle's end. CloudNexus will review and approve/deny requests within 5 business days. Approved credits are automatically applied to the next invoice.

9. Changes to This SLA

CloudNexus reserves the right to modify this SLA to reflect infrastructure improvements, new service offerings, or regulatory requirements. Material changes will be communicated at least 30 days in advance via email and the status page. Continued use of services after the effective date constitutes acceptance of the updated SLA.

10. Contact & Support

For SLA-related inquiries, incident reports, or enterprise custom agreements:

Enterprise customers with custom SLA requirements may request a dedicated Service Agreement through our sales engineering team.