Service Level Agreement
Important Notice
This SLA supplements your Master Services Agreement (MSA) and Subscription Terms. In case of conflict, the MSA takes precedence. This document applies to production workloads deployed on CloudNexus managed infrastructure.
Uptime & Availability Commitments
CloudNexus guarantees service availability based on your subscription tier. Availability is measured monthly as the percentage of time services are operational, excluding planned maintenance and excluded events.
| Tier | Uptime Guarantee | Monthly Downtime Allowance | Support SLA |
|---|---|---|---|
| Standard | 99.9% | 43 min 49 sec | < 4 hours |
| Professional | 99.99% | 4 min 22 sec | < 1 hour |
| Enterprise | 99.999% | 26 sec | < 15 min |
Uptime is calculated per region. Multi-region deployments qualify for aggregated availability calculations when active-active architecture is configured.
Performance & Network Metrics
Beyond availability, CloudNexus guarantees baseline performance thresholds for core infrastructure components:
- Network Latency: < 20ms average intra-region, < 50ms inter-region (measured at edge)
- Disk I/O: NVMe storage maintains sustained 5,000+ IOPS per TB without throttling
- Database Failover: Automated primary-secondary failover in < 30 seconds
- CDN Cache Hit Ratio: > 92% for properly cached static assets
- API Response Time: Control plane APIs respond in < 200ms (p95)
Performance vs. Throughput
These metrics represent infrastructure guarantees. Application-level throughput depends on your architecture, code efficiency, and external dependencies. Load testing is recommended before production scaling.
Service Credits Policy
If CloudNexus fails to meet the guaranteed uptime for a calendar month, eligible customers will receive service credits automatically applied to their next billing cycle. Credits are calculated as a percentage of the monthly subscription cost for the affected service.
| Tier | 99.0% - 99.9% Uptime | 95.0% - 98.9% Uptime | < 95.0% Uptime |
|---|---|---|---|
| Standard | 10% Credit | 25% Credit | 50% Credit |
| Professional | 15% Credit | 40% Credit | 75% Credit |
| Enterprise | 20% Credit | 50% Credit | 100% Credit |
Credit caps: Maximum credits awarded per service type per month equal 100% of that service's monthly cost. Credits do not transfer across billing cycles and cannot be converted to cash.
Exclusions & Maintenance Windows
The following events are excluded from uptime calculations and do not trigger service credits:
- Planned maintenance announced ≥ 72 hours in advance and performed during designated windows (02:00-06:00 UTC)
- Service degradation caused by third-party dependencies (payment gateways, DNS providers, etc.)
- Customer-induced issues: misconfigurations, security breaches originating from customer accounts, or resource exhaustion due to traffic spikes exceeding provisioned limits
- Beta, preview, or experimental services explicitly marked as non-production
- Force majeure events: natural disasters, war, terrorism, widespread telecommunications failures, or government actions
- Issues arising from use of unapproved OS images, unsupported middleware, or modified system binaries
Maintenance Best Practices
CloudNexus publishes all maintenance schedules in the Status Dashboard and sends email notifications 7 days and 24 hours prior. Emergency patches for critical CVEs may be applied with reduced notice.
Monitoring, Reporting & Verification
CloudNexus measures uptime using automated health checks executed every 30 seconds from 12 distributed monitoring endpoints outside our infrastructure. A service is considered "down" only when > 51% of endpoints register consecutive failures for ≥ 5 minutes.
Real-time and historical availability reports are accessible via:
- Status Dashboard:
status.cloudnexus.io - Partner Monitoring: UptimeRobot, Datadog, Pingdom, and StatusCake integration endpoints
- API:
GET /v1/sla/availability?region=&date=
Monthly SLA reports are emailed to account administrators on the 5th business day of the following month. Reports include downtime duration, root cause classification, and credit calculations.
Dispute Resolution Process
If you believe your account qualifies for service credits that were not automatically applied, or dispute a downtime classification:
- Submit a ticket via the Support Portal or email
sla@cloudnexus.iowithin 30 days of the incident - Include: affected service ID, region, timestamp range, and external monitoring evidence
- CloudNexus will review within 5 business days and respond with a technical determination
- If unresolved, disputes escalate to the Customer Success Director, followed by binding arbitration under the MSA terms
Contact & Legal Information
This SLA is a legally binding component of your CloudNexus subscription. By deploying workloads on our infrastructure, you acknowledge understanding of these terms.
For SLA-specific inquiries, custom enterprise agreements, or compliance documentation (SOC 2, ISO 27001, HIPAA, GDPR data processing addenda):
- SLA Support: sla@cloudnexus.io
- Enterprise Sales: enterprise@cloudnexus.io
- Legal & Compliance: legal@cloudnexus.io
Document Control
Last updated: January 1, 2025. CloudNexus reserves the right to modify this SLA with 30 days written notice. Continued use of services constitutes acceptance of updated terms.