01 Scope & Definitions
This SLA applies to all paid CloudNexus services listed below. Free tier accounts and trial periods are not covered by this SLA but are provided "as is" with best-effort availability.
1.1 Covered Services
- CloudNexus VPS: Virtual Private Servers with dedicated resources.
- Managed Kubernetes: Control plane and node pool availability.
- Global CDN: Edge network delivery and caching.
- Managed Databases: MySQL, PostgreSQL, Redis, and MongoDB instances.
- Object Storage: S3-compatible data storage and retrieval.
Availability commitments apply on a per-region basis. Multi-region deployments are treated as independent service instances for calculation purposes.
02 Service Availability Commitments
CloudNexus guarantees the following monthly uptime percentages for each service tier. Availability is calculated as: (Total Minutes â Downtime) / Total Minutes à 100.
| Service Plan | Uptime Guarantee | Max Downtime / Month | Coverage |
|---|---|---|---|
| Starter VPS / DB | 99.9% | 43 minutes | Single Region |
| Professional VPS / K8s | 99.99% | 4.3 minutes | Multi-Region Active-Passive |
| Enterprise Suite | 99.999% | 26 seconds | Multi-Region Active-Active |
| CDN & Object Storage | 99.95% | 21 minutes | Global Network |
2.1 Planned Maintenance
Planned maintenance windows are scheduled at least 72 hours in advance via the CloudNexus Status Page and dashboard notifications. Planned maintenance does not count against availability credits unless it exceeds the agreed maintenance window by more than 2 hours.
03 Service Credits (Remedies)
If CloudNexus fails to meet the availability commitment, eligible customers may request service credits. Credits are applied to the customer's account balance and can be used for future services. Maximum credit is capped at 100% of the monthly cost for the affected service.
| Actual Monthly Availability | Service Credit % |
|---|---|
| Below 99.90% (but âĨ 99.00%) | 10% of Monthly Cost |
| Below 99.00% (but âĨ 97.00%) | 25% of Monthly Cost |
| Below 97.00% (but âĨ 95.00%) | 50% of Monthly Cost |
| Below 95.00% | 100% of Monthly Cost |
3.1 Claiming Credits
- Monitor the CloudNexus Status Page for acknowledged incidents.
- Credits are automatically applied to your account within 5 business days of month-end if an SLA breach is recorded.
- For manual claims, contact support@cloudnexus.io with your account ID and incident timeframe within 30 days of the event.
04 Exclusions & Customer Responsibilities
The SLA does not apply to service unavailability caused by the following:
- Customer Misconfiguration: Errors in customer code, security groups, or network settings.
- Third-Party Dependencies: Issues originating from upstream providers or APIs not managed by CloudNexus.
- Customer Abuse: Activities violating the Acceptable Use Policy or Terms of Service.
- Security Incidents: Breaches caused by compromised customer credentials or vulnerabilities in customer-managed software.
- Force Majeure: Events beyond reasonable control (natural disasters, war, terrorism, government action).
- Beta/Preview Services: Features explicitly marked as Beta or Early Access.
CloudNexus provides redundant infrastructure, but achieving maximum uptime requires customer-side architecture best practices, such as multi-AZ deployments, health checks, and failover configurations.
05 Support Response Times
CloudNexus Support is available via the dashboard ticketing system, email, and dedicated channels for Enterprise customers.
| Severity | Definition | Initial Response | Update Frequency |
|---|---|---|---|
| Sev 1: Critical | Service outage affecting core functionality | 15 minutes | Every 30 minutes |
| Sev 2: High | Significant degradation or feature failure | 1 hour | Every 2 hours |
| Sev 3: Medium | Minor issue with workaround available | 4 hours | Every 8 hours |
| Sev 4: Low | General inquiry or cosmetic issue | 24 hours | As needed |
5.1 Enterprise Dedicated Support
Enterprise customers receive 24/7 access to a dedicated Technical Account Manager (TAM) and priority queuing for all severity levels.
06 Limitation of Liability
Service credits constitute the sole and exclusive remedy for CloudNexus's failure to meet the SLA commitments. Except as otherwise required by law, CloudNexus is not liable for any indirect, incidental, special, or consequential damages, including loss of data, profits, or business interruption, arising from service unavailability.
CloudNexus maintains robust backup and disaster recovery systems. However, customers are responsible for maintaining independent backups of their data in compliance with best practices.
07 Contact & Reporting
For SLA-related inquiries, credit disputes, or technical support:
- General Support: support@cloudnexus.io
- SLA & Credits: sla@cloudnexus.io
- Legal Inquiries: legal@cloudnexus.io
- System Status: status.cloudnexus.io
CloudNexus reserves the right to amend this SLA. Material changes will be communicated via email and dashboard notification at least 30 days prior to the effective date. Continued use of services constitutes acceptance of revised terms.