1. Purpose and Scope
This Service Level Agreement (hereinafter referred to as the “SLA”) defines the key reference parameters for the provision of the Cloudys Hosting service (hereinafter the “Service”), as well as the framework for monitoring the quality of the service delivered. This SLA also establishes the interaction guidelines between Cloudys and the Customer.
The SLA is an integral part of the contractual agreement between Cloudys and the Customer, as referenced in Article 3 of the General Terms of Service. This SLA applies individually to each Customer and Contract.
2. SLA Validity and Duration; Amendments
This SLA is valid for an indefinite term from the date of execution of each Contract and will remain in effect until termination of the related Contract.
Cloudys reserves the right to amend or replace this SLA at any time during the term of the Contract. Any amendments or new versions will take effect immediately upon publication on:
www.cloudys.com/service-level
Customers will have the option to withdraw from the Contract, as outlined in the General Terms of Service, within 30 days of such publication. In the event of a withdrawal, the conditions specified in the General Terms of Service will apply.
3. SLA for Operational Functionality
3.1. Standard Cloud Infrastructure Service
Cloudys commits to making all reasonable efforts to ensure the maximum availability of the virtual infrastructure allocated to the Customer, in accordance with the following parameters:
A) Data Center Resources:
- 100% annual uptime for power and cooling systems.
Outages due to failure of these systems will be considered malfunctions, and compensation will be issued per Article 6. - 99.95% annual uptime for Internet accessibility of Customer’s virtual infrastructure.
Downtime beyond this threshold will also be considered a malfunction and is subject to credit as outlined in Article 6.
B) Customer Virtual Infrastructure:
- 99.95% annual uptime for the availability of physical nodes (servers).
Failures due to node issues exceeding this threshold will be treated as a malfunction with credit due per Article 6.
3.2. Cloud Server Smart Service
If the Customer uses the Cloud Server Smart service via the Cloudys Control Panel, Cloudys will aim for:
A) Data Center Resources:
- 100% annual uptime for power and cooling systems.
- 99.8% annual uptime for Internet access to the Customer’s virtual infrastructure.
B) Customer Virtual Infrastructure:
- 99.8% annual uptime for physical server availability.
Downtime exceeding these thresholds qualifies as a malfunction and is eligible for credit as described in Article 6.
4. Planned Maintenance
4.1.
Scheduled maintenance periods are excluded from uptime calculations. These include both routine and extraordinary activities necessary to maintain data center and infrastructure functionality.
4.2.
Cloudys will notify Customers at least 48 hours in advance via email using the address provided during registration. Cloudys will make every effort to perform maintenance during low-impact periods.
5. Fault Detection and Reporting
5.1.
Customers must report faults by opening a support ticket at: support.cloudys.com. Only malfunctions confirmed by Cloudys monitoring systems are eligible for credit under Article 6.
5.2.
Support is available 24/7. Reports will be processed in chronological order.
5.3.
Cloudys continuously monitors its infrastructure using real-time systems that detect and alert support teams to any service failures.
6. Credits
6.1.
Customers are entitled to a credit of 5% of the total fees incurred by the affected virtual infrastructure during the 30 days preceding the malfunction. Credit is calculated for each 15-minute period of downtime exceeding SLA thresholds, up to a maximum of 300 minutes.
6.2.
Credit requests must be submitted via a support ticket within 10 days of the malfunction. Credits will be applied to the Customer’s Cloudys account.
6.3.
During service downtime, no charges will accrue for the affected infrastructure. Mistaken deductions will be refunded to the Customer’s Cloudys account.
6.4.
For monthly subscription plans (e.g., Cloud Server Smart), no refunds will be issued beyond the credit specified in Section 6.1.
7. SLA Limitations
Customers will not be eligible for SLA credits in the following cases:
- Force Majeure: Events outside Cloudys’ control (e.g., natural disasters, strikes, war, terrorism).
- Emergency Maintenance: Urgent actions taken to protect infrastructure stability or data integrity.
- Customer Actions:
a) Incorrect configuration or commands
b) Third-party software faults
c) Contract violations by the Customer - Abuse or Misuse: Service failures due to Customer misuse.
- Customer-Induced Disconnection: Voluntary disconnection or misconfiguration of public network access.
- External Internet Issues: Connectivity issues beyond Cloudys’ infrastructure (e.g., public Internet outages).
