Services & Service Level Agreement (SLA) Rights
Transparent guarantees, uptime commitments, compensation policies, and your rights as a CloudNexus customer. Last updated: March 2025.
1. Service Level Agreement Overview
CloudNexus guarantees a defined level of service availability for all hosted infrastructure, managed databases, and global CDN nodes. Our SLA is legally binding and automatically applies to all active subscriptions. Uptime is measured monthly on a per-resource basis, excluding scheduled maintenance, force majeure events, and customer-induced outages.
2. Availability Tiers & Guarantees
| Service Tier | Monthly Uptime Guarantee | Max Downtime/Month | Support Response | Credit Multiplier |
|---|---|---|---|---|
| Standard | 99.90% | 43m 49s | < 4 hours | 1x Monthly Fee |
| Professional | 99.95% | 21m 52s | < 2 hours | 1.5x Monthly Fee |
| Enterprise | 99.99% | 4m 21s | < 30 minutes | 2x Monthly Fee |
| Managed Databases | 99.999% | 26s | < 15 minutes | 2.5x Monthly Fee |
3. Uptime Calculation & Service Credits
How Uptime is Measured
Availability is calculated using independent monitoring probes distributed across 12 global locations. A service is considered "down" only when it is completely unreachable for a continuous period exceeding 5 minutes. Transient latency spikes (<200ms) and single-node failures in auto-scaling groups do not constitute downtime.
Service Credit Policy
- Credits are issued automatically to your account balance within 72 hours of a qualifying outage.
- Maximum credit per calendar month equals 100% of the affected resource's monthly fee.
- Credits cannot be refunded in cash, transferred between accounts, or combined with promotional discounts.
- To dispute a credit calculation or uptime measurement, submit a ticket through the portal within 30 days.
4. Customer Rights & Protections
📤 Data Portability
You retain full ownership of all stored data. CloudNexus provides standardized export tools, S3-compatible APIs, and zero-ejection-fee data transfer for up to 10 TB/month.
⚖️ Right to Terminate
Contracts may be terminated with 30 days' written notice. Enterprise agreements may require 90 days. All pending credits are settled upon termination.
🔍 Audit & Compliance Access
Enterprise customers may request read-only access to compliance certifications (SOC 2 Type II, ISO 27001, GDPR DPA) and request infrastructure audit reports.
🛡️ Incident Transparency
You have the right to receive post-mortem reports for any P1/P2 incident, including root cause analysis, timeline, and remediation steps within 5 business days.
5. Shared Responsibility Model
Cloud security and availability operate on a shared responsibility framework:
| Responsibility | CloudNexus | Customer |
|---|---|---|
| Physical Infrastructure & Network | Full responsibility | None |
| Hypervisor & Host OS Patching | Managed & patched | Read-only access |
| Guest OS, Firewalls, IAM | Tools provided | Full responsibility |
| Application Logic & Dependencies | None | Full responsibility |
| Backup Configuration | Retention & encryption | Scheduling & testing |
6. Support & Incident Response Matrix
| Severity | Definition | Response Time | Resolution Target | Communication |
|---|---|---|---|---|
| P1 - Critical | Complete service outage or data corruption risk | 15 min | 4 hours | Real-time SMS/Email/Status Page |
| P2 - High | Major feature degraded, performance severely impacted | 1 hour | 8 hours | Email & Status Page |
| P3 - Medium | Minor issue, workaround available | 4 hours | 24 hours | Portal Ticket |
| P4 - Low | Feature request, cosmetic issue, or advisory | 24 hours | Best effort | Portal Ticket |
7. Compliance & Data Protection
CloudNexus infrastructure is certified and continuously audited against industry standards. Your data is encrypted at rest (AES-256) and in transit (TLS 1.3). We maintain strict data residency boundaries and do not use customer data for model training or third-party analytics.
- SOC 2 Type II: Annual independent audit, executive summary available upon request.
- ISO 27001:2022: Information security management certification.
- GDPR & CCPA: Fully compliant data processing agreements. Right to erasure honored within 30 days.
- HIPAA BAA: Available for eligible healthcare workloads.