1. Service Availability Commitment
CloudNexus guarantees the following Service Uptime Percentages for eligible services when purchased under paid subscription plans. Uptime is measured monthly and calculated as total service availability divided by total hours in the billing cycle.
| Service Tier | Guaranteed Uptime | Max Monthly Downtime |
|---|---|---|
| Standard Hosting | 99.9% | 43 minutes |
| Professional Cloud | 99.99% | 4 minutes 22 seconds |
| Enterprise Dedicated | 99.999% | 26 seconds |
2. Uptime Measurement & Calculation
Uptime is measured from the perspective of end-users accessing CloudNexus endpoints. We utilize independent monitoring agents distributed across multiple global regions to verify service availability. The following are excluded from uptime calculations:
- Scheduled maintenance windows notified at least 72 hours in advance.
- Outages caused by customer misconfiguration, unauthorized modifications, or third-party software.
- Force majeure events, including but not limited to natural disasters, acts of war, terrorism, or widespread ISP failures.
- Security incidents where CloudNexus is actively mitigating a coordinated attack (DDoS) despite best-effort protection.
3. Service Credits & Compensation
If CloudNexus fails to meet the guaranteed Uptime Percentage for any billing cycle, eligible customers may request service credits. Credits are applied to the next invoice or refunded upon request, based on the percentage of downtime experienced.
| Actual Uptime | Service Credit |
|---|---|
| < 99.0% | 50% of monthly service fee |
| 99.0% – 99.9% | 25% of monthly service fee |
| 99.9% – 99.99% | 10% of monthly service fee |
4. Support Response Times
CloudNexus provides tiered technical support with guaranteed response times based on severity levels and subscription tier.
| Severity | Standard | Professional | Enterprise |
|---|---|---|---|
| Critical (Complete service outage) | 1 hour | 15 minutes | Immediate (24/7 Dedicated) |
| High (Major feature degradation) | 4 hours | 1 hour | 30 minutes |
| Medium (Minor issues, workarounds exist) | 1 business day | 4 hours | 2 hours |
| Low (General inquiries, documentation) | 2 business days | 1 business day | 4 hours |
Response time is defined as the duration between ticket submission and the first technical communication from CloudNexus engineering or support teams. Resolution times are not guaranteed but are actively prioritized based on severity.
5. Data Durability & Backup Guarantees
CloudNexus guarantees 99.999999999% (11 nines) annual durability for data stored in our Object Storage and Managed Database services. This durability is achieved through synchronous replication across multiple geographically isolated facilities and continuous integrity verification.
- Automated daily backups with 30-day retention for all hosting plans.
- Point-in-time recovery available for Professional and Enterprise tiers.
- Encryption at rest (AES-256) and in transit (TLS 1.3) is mandatory and included at no extra cost.
- Backup restoration requests are processed within 4 hours for Critical severity events.
6. Limitation of Liability
Except where prohibited by applicable law, CloudNexus's total aggregate liability arising out of or related to this SLA shall not exceed the total amount paid by the customer for the specific service during the twelve (12) months preceding the claim. CloudNexus is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of data, profits, or business opportunity, except where direct negligence or willful misconduct is proven.
SLA Administration & Disputes
Service credits are the sole and exclusive remedy for service interruptions. This SLA supplements and does not override the Terms of Service. In case of conflict, the master contract governs. Disputes regarding uptime calculations or credit eligibility may be escalated to our Trust & Compliance team at sla@cloudnexus.io. We reserve the right to update this SLA with 30 days written notice.