Service Level Agreement (SLA) Details
This document outlines CloudNexus's performance commitments, support response guarantees, service credit calculations, and claim procedures. SLA tiers vary by subscription plan and are automatically enforced via our monitoring infrastructure.
📈 Monthly Uptime Commitments
Uptime is measured monthly per region per account. Calculation: (Total Hours - Unplanned Downtime) / Total Hours × 100
| Plan Tier | Guaranteed Uptime | Max Monthly Downtime | Measurement Scope |
|---|---|---|---|
| Starter | 99.9% | 43 minutes | Single Region |
| Professional | 99.99% | 4 minutes 22 seconds | Multi-Region Active |
| Enterprise | 99.999% | 26 seconds | Geo-Redundant / Multi-AZ |
🛟 Support Response & Resolution Targets
Response time is measured from ticket creation to first human acknowledgment. Resolution time is target-based, not guaranteed, and depends on issue complexity.
| Severity | Definition | Response (Starter) | Response (Pro/Ent) | Target Resolution |
|---|---|---|---|---|
| P1 Critical | Production down, data loss risk, complete service failure | 2 hours | 15 minutes | 4 hours |
| P2 High | Severe degradation, major feature broken, no workaround | 4 hours | 1 hour | 8 hours |
| P3 Medium | Minor impact, partial functionality loss, workaround exists | 8 hours | 4 hours | 24 hours |
| P4 Low | Feature request, documentation, billing, non-urgent | d>24 hours | 24 hours | 72 hours / Next release |
📞 Enterprise Direct Lines
Enterprise plans include a dedicated 24/7 technical account manager, priority phone line, and Slack/Teams integration with <5min initial response for P1 incidents.
🌐 Status Page Integration
Real-time incident tracking is available at status.cloudnexus.io. Automated post-mortems are published within 48 hours of P1 resolution.
💰 Service Credit Calculations
If CloudNexus fails to meet the guaranteed uptime, eligible service credits are automatically applied to your next billing cycle. Credits are calculated based on your monthly subscription cost.
| Monthly Downtime | Service Credit % | Application Method |
|---|---|---|
| ≥ 0.01% but < 0.1% | 10% | Auto-applied to next invoice |
| ≥ 0.1% but < 1% | 25% | Auto-applied to next invoice |
| ≥ 1% but < 5% | 50% | Manual claim required |
| ≥ 5% | 100% | Manual claim + potential contract termination rights |
📜 Definitions & Exclusions
Understanding these terms is critical for SLA applicability and claim validation.
✅ Covered Events
- Unplanned infrastructure failures
- CloudNexus-initiated deployment errors
- Network backbone disruptions
- Storage controller failures
- Managed database replication lag
🚫 Exclusions (Force Majeure)
- Natural disasters, war, terrorism
- Actions beyond reasonable control
- Customer configuration errors
- Abuse/DDoS exceeding 10Gbps mitigation thresholds
- Third-party API/provider outages
📝 How to File an SLA Claim
Follow these steps to ensure your service credit request is processed efficiently.
Verify Incident Status
Confirm the downtime qualifies under the SLA definitions. Check the status.cloudnexus.io incident timeline and ensure it was not a scheduled maintenance window or excluded event.
Submit Claim via Console
Navigate to Billing → Service Credits → New Claim. Select the affected service, date range, and attach relevant logs or support ticket IDs. Claims must be filed within 30 days of the incident.
Automated Validation
Our SLA engine cross-references your claim with internal monitoring metrics. If downtime matches or exceeds thresholds, credits are pre-approved. Discrepancies trigger a manual review by our trust & safety team.
Credit Application
Approved credits appear in your billing portal within 3–5 business days. They automatically offset your next invoice. For manual claims >50%, a customer success representative will contact you for final authorization.