✦ Reliability First

SLA & Uptime Guarantees

We engineer for resilience. Our Service Level Agreements are backed by real-time monitoring, automated failover, and guaranteed compensation if we miss our targets.

🌐 Real-Time Status

Global Infrastructure Health

Live monitoring across all regions and core services.

Global Network

Core backbone & routing

Operational

Compute / VPS

Virtual machines & bare metal

Operational

Managed Databases

MySQL, PostgreSQL, Redis

Operational

AP-South Region

Mumbai & Singapore edges

Degraded

Object Storage

S3-compatible buckets

Operational

Control Panel

API & Web Dashboard

Operational
📊 SLA Tiers

Uptime Commitments by Plan

Every plan includes a legally binding SLA. Higher tiers include redundant architecture and priority failover.

Plan Tier Uptime Guarantee Allowed Downtime (Monthly) Architecture Support Response
Starter 99.9% 43 minutes Single Node 24 Hours
Professional 99.95% 21.6 minutes Clustered / HA 4 Hours
Enterprise 99.99% 4.3 minutes Multi-AZ Active/Passive 1 Hour
Dedicated 99.999% 26 seconds Geo-Redundant Active/Active 15 Minutes (Dedicated)
💳 Compensation Policy

Service Credits for Downtime

If we fail to meet the SLA for your active services, we automatically issue service credits to your account. No claims needed for Enterprise+ tiers.

99.90% – 99.94%

10%
Service Credit

99.80% – 99.89%

25%
Service Credit

99.50% – 99.79%

50%
Service Credit

Below 99.50%

100%
Service Credit
📝 How to Claim

SLA Credit Request Process

Transparent, automated, and fast. Credits are typically processed within 5 business days.

1

Identify Incident

Check your service logs and cross-reference with our public status page to confirm an infrastructure outage.

2

Gather Evidence

Collect timestamps, affected service IDs, and any error logs or monitoring screenshots from the incident window.

3

Submit Request

File a ticket via the Support Portal under "SLA Credit Request" or email sla@cloudnexus.com with your details.

4

Review & Credit

Our reliability team validates the claim. Approved credits are automatically applied to your next billing cycle.

❓ FAQ

SLA & Uptime Questions

Everything you need to know about our reliability commitments and measurement methodology.

How do you calculate uptime? +
Uptime is calculated as (Total Minutes in Billing Period - Downtime Minutes) / Total Minutes in Billing Period. We measure availability at the edge/region level using synthetic monitoring and health checks every 60 seconds. Maintenance windows are excluded from downtime calculations if properly scheduled and communicated 72+ hours in advance.
What qualifies as a service outage? +
A service outage occurs when CloudNexus infrastructure prevents successful API calls, HTTP requests, or database connections for 5+ consecutive minutes due to platform-side failures. Issues caused by customer-side misconfigurations, unauthorized access, or third-party dependencies are excluded.
Are scheduled maintenance windows excluded? +
Yes. Planned maintenance that is announced at least 72 hours in advance and occurs during a 4-hour maintenance window does not count toward SLA downtime calculations. We strive for zero-downtime upgrades, but minor service interruptions may occur during critical security patches.
Can I get an SLA for custom or dedicated hardware? +
Absolutely. Dedicated and Bare Metal plans include a custom SLA addendum that can be tailored to your requirements, including guaranteed RPO/RTO metrics, hardware replacement SLAs, and dedicated engineering support. Contact our sales team to configure a bespoke agreement.
How fast are credits issued? +
Enterprise and Dedicated tier credits are automated and applied within 24 hours of incident resolution. Starter and Professional tier manual claims are reviewed within 3-5 business days. Credits are non-transferable and apply to the next invoice or prepaid balance.