Service Level Agreement

This Service Level Agreement ("SLA") forms an integral part of your hosting agreement with CloudNexus. It applies to all paid services provided by CloudNexus, collectively referred to as the "Covered Services." Free trial accounts and developer sandbox environments are not covered under this SLA.

This SLA applies to the following CloudNexus services when purchased on a paid plan:

The following terms are used throughout this SLA. Clear definitions ensure both parties share a common understanding of our commitments.

CloudNexus commits to the following minimum Service Uptime targets, measured as a percentage over each calendar month (Billing Period). Uptime is measured from CloudNexus monitoring infrastructure located outside of our data centers, checking service endpoints at 30-second intervals.

In addition to uptime, CloudNexus commits to specific performance benchmarks. These metrics are measured continuously from CloudNexus monitoring stations and customer-provided endpoints.

4.1 Network Latency

CloudNexus guarantees the following average latency thresholds for traffic between CloudNexus infrastructure and major internet exchange points (IXPs):

4.2 Throughput Guarantees

4.3 I/O Performance

All Cloud VPS and Dedicated Server instances provisioned with NVMe SSD storage receive guaranteed IOPS and throughput as follows:

• Starter Plan: 3,000 IOPS guaranteed, 10,000 IOPS burst
• Professional Plan: 15,000 IOPS guaranteed, 50,000 IOPS burst
• Enterprise Plan: 50,000 IOPS guaranteed, 200,000 IOPS burst

CloudNexus provides technical support through our ticketing system, live chat, and phone (for Pro and Enterprise plans). Response times are measured from the moment a ticket is submitted to when a qualified engineer acknowledges and begins investigating the issue.

5.1 Resolution Targets

While we cannot guarantee exact resolution times (as these depend on the complexity of each issue), we commit to the following resolution targets:

5.2 Enterprise Support Features

• Dedicated Technical Account Manager (TAM)
• 24/7 phone support with direct engineer access
• Quarterly business reviews (QBR)
• Proactive health checks and capacity planning
• Custom escalation paths and named contacts

If CloudNexus fails to meet the Uptime Target for any Covered Service during a Billing Period, the Customer is entitled to a Service Credit. Service Credits are calculated as a percentage of the monthly fee paid for the specific affected service during that Billing Period.

6.1 Service Credit Caps

Service Credits are subject to the following caps per billing period:

6.2 Claiming Process

1. Service Credits are automatically calculated and applied to your account within 5 business days of the end of each billing period — no claim form required.
2. For Enterprise customers, credits are reviewed with your Technical Account Manager during the monthly service review.
3. If you believe you are entitled to additional credits, you may submit a request within 30 days of the billing period through the CloudNexus dashboard.
4. Service Credits cannot exceed 100% of the monthly fee for the affected service and cannot be converted to cash.

CloudNexus operates across 50+ Tier III+ and Tier IV data centers globally. Each facility meets or exceeds the following physical infrastructure standards:

In the event of a complete data center failure, CloudNexus commits to the following recovery objectives:

All Covered Services include automated backup and disaster recovery capabilities. The following standards apply:

CloudNexus implements industry-leading security measures to protect your data and infrastructure. Our security commitments include:

9.1 Vulnerability Management

9.2 Compliance Certifications

CloudNexus maintains the following certifications and compliance frameworks:

• ISO 27001 — Information Security Management
• SOC 2 Type II — Security, Availability, Processing Integrity
• PCI DSS Level 1 — Payment Card Industry Data Security Standard
• GDPR — General Data Protection Regulation (EU)
• HIPAA — Health Insurance Portability and Accountability Act
• CCPA — California Consumer Privacy Act

9.3 Incident Response

In the event of a security incident affecting your data or infrastructure:

• Detection: Continuous monitoring with automated threat detection
• Notification: Customer notification within 2 hours of confirmed security incident
• Containment: Immediate isolation of affected systems
• Investigation: Full forensic investigation with transparent reporting
• Resolution: Remediation and verification of fix
• Post-Incident: Detailed post-mortem report within 5 business days

CloudNexus's global network infrastructure is designed for maximum redundancy and performance. Our network commitments include:

10.1 DDoS Protection

All Covered Services include baseline DDoS protection at no additional cost. Our DDoS mitigation guarantees:

• Automatic detection and mitigation — zero configuration required
• Protection against volumetric, protocol, and application-layer attacks
• No bandwidth cap on mitigation — we absorb attacks of any size
• Real-time attack visibility and reporting dashboard
• Customizable mitigation rules for Enterprise customers

The Uptime Targets and Service Credits defined in this SLA do not apply in the following circumstances:

• Scheduled Maintenance: Service interruptions during pre-approved maintenance windows (minimum 72 hours advance notice for standard maintenance; 48 hours for emergency patches).
• Customer-Related Issues: Downtime or performance degradation caused by the Customer's actions, configurations, software, or third-party services.
• Customer Abuse: Instances where CloudNexus disables access due to violation of our Acceptable Use Policy (AUP).
• Force Majeure: Events beyond CloudNexus's reasonable control, including natural disasters, acts of war, terrorism, pandemics, government actions, or widespread internet infrastructure failures.
• First 24 Hours: The initial 24-hour period after a new service instance is provisioned is not covered under this SLA.
• Beta Services: Services explicitly labeled as "Beta," "Preview," or "Early Access" are not covered under this SLA unless separately agreed in writing.
• DDoS Attacks: Service degradation or unavailability caused by third-party DDoS attacks exceeding 3.8 Tbps targeted specifically at the Customer's infrastructure (mitigation efforts do not count as downtime).
• Third-Party Services: Issues originating from third-party APIs, services, or infrastructure not operated by CloudNexus.

The following limitations govern the application of this SLA:

• Maximum Credit: Total Service Credits for any single Billing Period shall not exceed 100% of the monthly fee for the affected Covered Service.
• No Cash Refunds: Service Credits are applied to future CloudNexus invoices only and cannot be converted to cash, gift cards, or other forms of compensation.
• Sole Remedy: Service Credits represent the sole and exclusive remedy for any failure by CloudNexus to meet the Uptime Targets defined in this SLA, except where excluded by applicable law.
• No Consequential Damages: CloudNexus shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from service disruptions, including but not limited to lost profits, lost data, or business interruption.
• Liability Cap: CloudNexus's total liability under this SLA shall not exceed the total fees paid by the Customer for the affected service during the 12 months preceding the claim.
• Survival: This SLA survives termination of the hosting agreement for purposes of calculating Service Credits for the billing period during which termination occurs.

In the event of a dispute regarding uptime calculations, Service Credits, or any other matter arising from this SLA, the following process shall apply:

1. Internal Review: The Customer may request a detailed uptime report for the disputed billing period through the CloudNexus dashboard or by contacting support. CloudNexus will provide the report within 2 business days.
2. Escalation: If the dispute is not resolved through the internal review, either party may escalate to the CloudNexus Executive Team for a binding determination within 10 business days.
3. Independent Audit: For Enterprise customers, disputes involving credits exceeding $10,000 may be referred to an independent third-party auditor. The audit costs shall be borne by the party whose position is not upheld.
4. Mediation/Arbitration: Unresolved disputes shall be subject to binding arbitration under the rules of the American Arbitration Association (AAA), conducted in San Francisco, California.

CloudNexus reserves the right to amend this SLA to reflect changes in our services, infrastructure, or regulatory requirements. The following amendment process applies:

• Material Changes: If CloudNexus makes a material change to this SLA that reduces the Customer's benefits, we will provide at least 30 days' advance notice before the change takes effect.
• Non-Material Changes: Non-material updates (e.g., corrections, clarifications, formatting) may take effect immediately upon posting.
• Notice Method: Notices of SLA changes will be delivered via email to the account's primary contact and published on our website.
• Continued Use: Continued use of CloudNexus services after an SLA amendment takes effect constitutes acceptance of the revised terms.
• Enterprise Customers: Enterprise customers with custom SLAs will receive direct notification from their Technical Account Manager for any changes that affect their custom agreement.