SLA Policy — CloudNexus

Overview

CloudNexus is committed to delivering highly available, reliable, and performant cloud infrastructure services. This Service Level Agreement (SLA) outlines our commitments regarding service availability, performance standards, and the remedies available to you if we fail to meet those commitments.

                            Key Commitment
                            We guarantee 99.999% uptime for Enterprise plans, 99.99% for Professional plans, and 99.9% for Starter plans — calculated monthly across all services.
                        

This SLA applies to all CloudNexus services including, but not limited to, cloud hosting (VPS), managed Kubernetes, object storage, managed databases, CDN, load balancers, and related infrastructure services.

Your acceptance of this SLA is part of your agreement with CloudNexus upon purchase or subscription of any paid service. Free trial accounts are eligible for service credits based on the plan being trialed.

99.999%

Enterprise Uptime SLA

99.99%

Professional Uptime SLA

99.9%

Starter Uptime SLA

Uptime Guarantees

CloudNexus guarantees the following minimum monthly uptime percentages for our infrastructure services. Uptime is calculated per calendar month based on actual minutes of service availability versus total minutes in the month.

Plan	Uptime Guarantee	Max Downtime/Month	Credit Cap
Starter	99.9%	43 minutes	10% of monthly cost
Professional	99.99%	4.3 minutes	50% of monthly cost
Enterprise	99.999%	26 seconds	100% of monthly cost

Proactive Monitoring Our monitoring systems detect and remediate issues within under 60 seconds. Most outages are resolved before you even notice them.

Service Definitions

The following services are covered under this SLA. Each service has specific performance metrics and availability commitments.

Cloud Hosting (VPS)

VPS services are measured by the ability to SSH/SCP into the virtual server and respond to basic system commands. Scheduled maintenance windows are excluded from downtime calculations.

Control Panel Availability: 99.9% uptime guarantee for the management dashboard
Network Connectivity: 99.99% for paid plans
Storage Availability: Included in instance uptime

Managed Kubernetes

Kubernetes control plane availability is guaranteed. Node-level availability depends on the underlying VPS infrastructure tier selected.

Control Plane: 99.95% uptime
API Server: 99.99% uptime
Cluster Networking: 99.99% uptime

Managed Databases

Database availability is measured by the ability to establish a connection and execute a query against the primary instance.

Primary Instance: Matches plan tier SLA
Read Replicas: 99.9% uptime
Automated Failover: RTO < 60 seconds
Point-in-Time Recovery: RPO = 0 seconds

Object Storage

Data Durability: 99.999999999% (11 nines) per year
API Availability: 99.95% uptime
CDN Edge Delivery: 99.99% uptime

CDN & Load Balancers

CDN Edge Network: 99.99% uptime
Load Balancer: 99.95% uptime (single), 99.99% (multi-AZ)
SSL/TLS Termination: Included in service uptime

Support Response Times

In addition to uptime guarantees, CloudNexus commits to the following initial response times for support tickets, measured from the time of ticket submission.

Priority	Starter	Professional	Enterprise
Critical Complete service outage	2 hours	30 minutes	15 minutes
High Degraded performance	4 hours	1 hour	30 minutes
Medium Feature or config issue	8 hours	4 hours	2 hours
Low General inquiry	24 hours	8 hours	4 hours

                            Enterprise Support
                            Enterprise customers receive a dedicated account manager, 24/7 phone support, and an exclusive Slack channel for real-time communication with our engineering team.
                        

Service Credits

If CloudNexus fails to meet the uptime guarantee for any calendar month, you are eligible to receive service credits. Credits are applied to your account automatically within 5 business days of the service restoration.

Credit Calculation by Plan

Service credits are calculated as a percentage of the monthly cost of the affected service:

99% – 99.9% Uptime

10%

Monthly credit for uptime between 99% and 99.9% of the affected service's monthly cost.

95% – 99% Uptime

25%

Monthly credit for uptime between 95% and 99% of the affected service's monthly cost.

90% – 95% Uptime

50%

Monthly credit for uptime between 90% and 95% of the affected service's monthly cost.

Below 90% Uptime

100%

Full monthly refund for uptime below 90%. You may also terminate the affected service immediately.

Important Service credits are the exclusive remedy for any failure to meet the SLA commitments. Credits do not exceed the monthly cost of the affected service. CloudNexus's total liability under this SLA is capped at 12 months of service fees.

Automatic Credit Application

Service credits are calculated and applied automatically — no manual claim is required. You can view your service credits and uptime history in the CloudNexus dashboard under Billing → Service Credits.

Exclusions

The following scenarios are excluded from the uptime guarantee and will not qualify for service credits:

Scheduled Maintenance: Planned maintenance windows announced at least 72 hours in advance and performed during off-peak hours
Customer-Induced Issues: Downtime caused by customer modifications, misconfigurations, security compromises, or actions by customer's staff or third parties
Beta Services: Services explicitly marked as "beta," "preview," or "early access" are not covered under this SLA
Force Majeure: Events beyond reasonable control including natural disasters, war, terrorism, government actions, pandemics, or major telecommunications failures
DDoS Attacks: Attacks exceeding the capacity of the DDoS protection tier included in your plan (note: Enterprise plans include protection up to 3 Tbps)
Third-Party Dependencies: Issues with third-party services, APIs, or infrastructure not managed by CloudNexus
Free Tier Services: Free trial accounts are subject to best-effort availability only, though trial credits apply when eligible
Customer Bandwidth Caps: Service degradation due to exceeding contracted bandwidth limits

                            Scheduled Maintenance
                            All scheduled maintenance is published at status.cloudnexus.io at least 72 hours in advance. We strive to perform maintenance with zero downtime using rolling update procedures.
                        

Uptime Calculation

Uptime is calculated using the following formula:

Formula Uptime % = ((Total Minutes in Month − Minutes of Downtime) / Total Minutes in Month) × 100

How Downtime Is Measured

Active Monitoring: CloudNexus monitors all covered services from multiple global vantage points every 30 seconds
Downtime Definition: A service is considered "down" when it is inaccessible from all monitoring points for more than 2 consecutive minutes
Partial Outages: If a service is partially degraded but not fully inaccessible, it is not counted as downtime unless it results in complete loss of functionality
Regional Outages: If your service is available in other regions but not in your deployed region, downtime is calculated only for the affected region

Transparency

All uptime data is publicly available and independently verified. You can view real-time and historical uptime data for your services at status.cloudnexus.io. Monthly uptime reports are automatically generated and sent to the account owner.

Claiming Credits

Service credits are automatically applied to your account — no manual claim is necessary. However, if you believe you are entitled to a credit that was not automatically applied, follow these steps:

Gather evidence of the service disruption (screenshots, logs, monitoring data)
Submit a credit request via your CloudNexus dashboard: Support → SLA Credit Request
Our trust and safety team will review your request within 3–5 business days
If approved, credits will be applied to your account balance

Time Limit SLA credit requests must be submitted within 30 days of the end of the month in which the service disruption occurred. Requests submitted after this period will not be considered.

Frequently Asked Questions

What happens if an outage lasts multiple months? +

Service credits are calculated on a per-month basis. If an outage spans multiple months, you are eligible for credits for each affected month independently. There is no aggregate cap on credits across multiple months.

Can I cancel my service due to repeated SLA violations? +

Yes. If we fail to meet the uptime guarantee for three or more consecutive months, or for five or more months in any twelve-month period, you have the right to terminate the affected service immediately and receive a prorated refund for the remainder of your billing cycle.

Do service credits apply to annual subscriptions? +

Yes. For annual plans, credits are calculated based on the monthly equivalent of your annual cost (annual price ÷ 12) and applied to your account balance. Credits reduce your next invoice or are refunded if your account balance exceeds your upcoming charges.

Is there a custom SLA available for enterprise customers? +

Yes. Enterprise customers with annual commitments of $50,000+ may negotiate custom SLA terms including higher uptime guarantees, dedicated infrastructure, custom credit structures, and named points of escalation. Contact our enterprise sales team to discuss.

How do you define a "service disruption"? +

A service disruption is defined as any event that prevents all instances of a service from responding to requests for a continuous period exceeding 2 minutes. Brief flickers or intermittent issues that resolve within this window are not counted as disruptions. Performance degradation without complete failure is generally not counted unless it renders the service unusable.

Are credits subject to taxes? +

Service credits are applied as account credits against future invoices and are not subject to tax. If credits result in a cash refund (e.g., upon account closure), tax implications may apply per your local jurisdiction and original purchase terms.

Service Level Agreement