Scope & Coverage
This Service Level Agreement ("SLA") applies to all CloudNexus services provided under a paid subscription plan, including VPS Hosting, Managed Kubernetes, Global CDN, Object Storage, and Managed Databases. Free tier and beta services are excluded from this SLA.
CloudNexus monitors service availability continuously. Uptime is calculated on a monthly basis per service category. If CloudNexus fails to meet the committed SLA, eligible customers may receive service credits applied to their next billing cycle.
This SLA supplements the CloudNexus Terms of Service. In the event of any conflict, the Terms of Service shall govern. Service credits are the sole and exclusive remedy for SLA breaches.
Uptime Commitments
CloudNexus guarantees the following monthly uptime percentages based on your subscription tier. Uptime is measured by the availability of the core control plane and compute resources.
Network Latency: CloudNexus maintains an average internal network latency of <2ms across all regions. Global CDN edge availability is guaranteed at 99.99%.
CloudNexus Object Storage is designed for 11 9s (99.999999999%) durability per year. This metric represents the expected annual percentage of objects stored successfully without corruption or loss. Availability for storage access operations is guaranteed at 99.9%.
Key Definitions
Service Credit Remedies
If CloudNexus fails to meet the uptime commitment, eligible customers may request service credits based on the table below. Credits are applied as a percentage of the monthly charges for the affected service.
| Monthly Uptime | Service Credit | Example (Pro Plan @ $79/mo) |
|---|---|---|
| ≥ 99.00% and < 99.90% | 10% | $7.90 credit |
| ≥ 98.00% and < 99.00% | 25% | $19.75 credit |
| ≥ 95.00% and < 98.00% | 50% | $39.50 credit |
| < 95.00% | 100% | $79.00 credit |
Credits are calculated based on the monthly subscription cost of the affected service. Maximum credit per incident is capped at 100% of the monthly service charge. Credits expire 90 days after issuance.
Exclusions & Limitations
Service credits are not available under the following circumstances:
- Outages caused by customer error, misconfiguration, or actions by authorized third parties.
- Issues related to customer-installed software, applications, or guest operating systems.
- Beta services, preview features, or services explicitly marked as "no SLA".
- Outages resulting from Force Majeure events (natural disasters, war, terrorism, acts of government).
- Denial-of-Service attacks exceeding mitigation thresholds, where CloudNexus has deployed best-effort protection.
- Planned maintenance performed within the announced window.
How to Claim Service Credits
To request service credits, please follow this process: Claims must be submitted within 30 days of the service incident.
Verify the Incident
Check the CloudNexus Status Page to confirm the outage duration and affected services.
Submit a Claim
Open a support ticket via the dashboard or email sla@cloudnexus.io with your account ID and incident details.
Review & Resolution
Our team will review the claim within 5 business days. Approved credits are applied automatically to your next invoice.
Our infrastructure team is available 24/7 to discuss your reliability requirements and custom SLA options for Enterprise accounts.