Service Level Agreement & Compliance
Transparent commitments on uptime, security, data protection, and regulatory standards for CloudNexus infrastructure.
Uptime Service Level Agreement
CloudNexus guarantees 99.999% monthly uptime for all production-grade compute, storage, and networking services. Uptime is measured independently by third-party monitoring providers and calculated as:
Service credits are automatically applied to your account if uptime falls below the guaranteed threshold. Downtime is defined as any period where the service is completely inaccessible to all regions, excluding scheduled maintenance and customer-initiated actions.
| Service Tier | Guaranteed Uptime | Allowed Downtime/Month |
|---|---|---|
| Starter | 99.95% | 21.9 minutes |
| Professional | 99.99% | 4.3 minutes |
| Enterprise | 99.999% | 26 seconds |
Support Response Times
Our engineering and support teams adhere to strict response and resolution timeframes based on your subscription tier and incident severity.
| Severity | Response Time | Update Frequency | Resolution Target |
|---|---|---|---|
| Critical (P1) | ≤ 15 min | Every 30 min | ≤ 4 hours |
| High (P2) | ≤ 1 hour | Every 2 hours | ≤ 8 hours |
| Medium (P3) | ≤ 4 hours | Every 12 hours | ≤ 3 business days |
| Low (P4) | ≤ 1 business day | As needed | Next maintenance window |
* Times are measured from ticket submission to first engineer response. Enterprise customers receive 24/7 dedicated support engineers.
Certifications & Compliance Frameworks
CloudNexus maintains a comprehensive compliance program aligned with international standards and industry regulations. All certifications undergo annual third-party audits.
Data Residency & Sovereignty
Customers can explicitly select geographic regions for data storage and processing. Cross-border data transfer is disabled by default and requires explicit cryptographic consent tokens. We support EU-only, US-only, APAC-only, and custom sovereign deployments.
Data Security & Privacy
Security is engineered into every layer of our infrastructure. We follow a zero-trust architecture with defense-in-depth principles.
- Encryption at Rest: AES-256-GCM for all block, object, and database storage. Customer-managed keys (CMK) supported via HSM-backed KMS.
- Encryption in Transit: TLS 1.3 enforced for all control plane and data plane traffic. QUIC/HTTP3 supported for edge delivery.
- Access Control: RBAC with fine-grained IAM policies. Multi-factor authentication (MFA) required for all administrative actions.
- Auditing & Logging: Immutable audit trails retained for 7 years. Real-time threat detection via machine learning behavioral analysis.
Incident Response & Communication
Our incident management process follows industry best practices and ensures rapid restoration of service with full transparency.
- Detection: Automated monitoring triggers alerts across 50+ global data centers within milliseconds.
- Containment: Runbooks automatically isolate affected components to prevent cascading failures.
- Communication: Status updates pushed via dashboard, email, SMS, and webhook integrations every 15 minutes during active incidents.
- Resolution & Post-Mortem: Root cause analysis published within 72 hours. Credit issuance processed automatically within 5 business days.
Service Credits & Refunds
If we fail to meet the SLA uptime or support response guarantees, you are eligible for service credits calculated as a percentage of your monthly spend.
| Uptime Percentage | Service Credit |
|---|---|
| 99.90% – 99.99% | 10% of monthly invoice |
| 99.00% – 99.89% | 25% of monthly invoice |
| < 99.00% | 50% of monthly invoice |
Credits are applied automatically to the next billing cycle. No manual claim forms required. Maximum credit liability is capped at 100% of the monthly service fee.
Exclusions & Limitations
The SLA does not apply to downtime caused by:
- Scheduled maintenance announced at least 72 hours in advance
- Customer-caused failures (misconfigurations, unauthorized software, abuse)
- Third-party services outside CloudNexus control (ISPs, end-user networks)
- Force majeure events (natural disasters, war, government actions, pandemics)
- Beta, preview, or experimental features explicitly marked as non-production
- Security incidents caused by compromised customer credentials
Service credits constitute the sole and exclusive remedy for SLA breaches. CloudNexus is not liable for indirect, incidental, or consequential damages.
Legal & Compliance Contact
For DSRs, audit requests, compliance certifications, or SLA inquiries, please contact our dedicated compliance team:
All requests are handled within 30 days per regulatory requirements. Encrypted communications recommended.