Service Level Agreement
Our commitment to providing reliable, high-performance VPS services
1. Our Commitment
This Service Level Agreement (SLA) defines the performance standards and guarantees for CloudyVPS services. We are committed to providing reliable, secure, and high-performance virtual private server hosting with industry-leading uptime guarantees.
Our Promise: We guarantee 99.9% uptime for all VPS services. If we fail to meet this commitment, you are entitled to service credits as outlined in this agreement.
2. Uptime Guarantee
CloudyVPS guarantees 99.9% network and server uptime for all VPS services, measured on a monthly basis. This translates to maximum allowed downtime as shown below:
What 99.9% Uptime Means
Service Availability Definitions
| Component | Guarantee | Measurement |
|---|---|---|
| Network Connectivity | 99.99% | External monitoring from 5+ global locations |
| Server Hardware | 99.9% | Host server availability |
| Storage Systems | 99.9% | SAN/NVMe storage accessibility |
| Control Panel | 99.5% | Management interface availability |
| API Services | 99.9% | API endpoint responsiveness |
3. Service Credits
If we fail to meet our uptime commitment, you are entitled to service credits according to the following schedule:
| Monthly Uptime | Downtime | Service Credit |
|---|---|---|
| 99.0% - 99.9% | 44 min - 7.3 hours | 10% of monthly fee |
| 98.0% - 99.0% | 7.3 - 14.6 hours | 25% of monthly fee |
| 95.0% - 98.0% | 14.6 - 36.5 hours | 50% of monthly fee |
| 90.0% - 95.0% | 36.5 - 73 hours | 75% of monthly fee |
| Below 90.0% | > 73 hours | 100% of monthly fee |
Note: Service credits are applied to your account and can be used for future invoices. Credits do not exceed 100% of your monthly service fee and cannot be refunded as cash.
4. Claiming Service Credits
To claim service credits, follow these simple steps:
Document
Record incident dates, times, and impact
Submit
Open a support ticket within 30 days
Review
We verify and respond within 5 business days
Credit
Credits applied to your next invoice
Required Information
- Your account ID and affected VPS instance(s)
- Date and time of the incident (UTC preferred)
- Duration of the outage as experienced
- Description of the impact on your services
- Any error messages or screenshots (if available)
5. SLA Exclusions
The following situations are not covered by this SLA and do not qualify for service credits:
| Exclusion Category | Examples | Status |
|---|---|---|
| Scheduled Maintenance | Pre-announced maintenance windows (minimum 48 hours notice) | Excluded |
| Customer Actions | Misconfiguration, software bugs, resource exhaustion | Excluded |
| Third-Party Issues | DNS problems, upstream provider outages, CDN issues | Excluded |
| Force Majeure | Natural disasters, war, government actions | Excluded |
| Security Incidents | DDoS attacks, compromised accounts, abuse response | Excluded |
| Account Issues | Suspended for non-payment, TOS violations | Excluded |
Scheduled Maintenance Windows
- Standard maintenance: Sundays 02:00 - 06:00 UTC
- Emergency maintenance: As required with minimum notice
- Major upgrades: Announced 7 days in advance
- Typical monthly maintenance: 30-60 minutes
6. Support Response Times
We guarantee the following response times based on ticket priority:
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage | 15 minutes | 4 hours |
| High | Major functionality impaired | 30 minutes | 8 hours |
| Medium | Limited functionality impact | 2 hours | 24 hours |
| Low | General questions, how-to | 4 hours | 48 hours |
Support Channels
- Live Chat: Available 24/7 for immediate assistance
- Ticket System: For detailed technical issues
- Phone Support: Available for Critical/High priority issues
- Email: For non-urgent inquiries
7. Data Protection & Backup
We implement multiple layers of protection for your data:
Infrastructure Redundancy
- RAID-10 storage arrays on all servers
- Redundant power supplies with UPS and generator backup
- Multiple network uplinks from different providers
- Geographic redundancy across data centers
Backup Services
- Daily automated snapshots (retained for 7 days)
- Weekly backups (retained for 4 weeks)
- Monthly backups (retained for 3 months)
- On-demand manual snapshots available
Important: While we provide backup services, we strongly recommend maintaining your own independent backups. CloudyVPS is not liable for data loss. The customer is ultimately responsible for their data.
8. SLA Modifications
CloudyVPS reserves the right to modify this SLA with the following conditions:
- 30 days advance notice for any changes that reduce service levels
- Changes will be posted on our website and announced via email
- Customers may terminate service if changes are unacceptable
- Improvements to service levels may be implemented immediately
Need Help?
For SLA-related questions or to claim service credits:
Support Portal: Contact Us
Email: sla@cloudyvps.com
Status Page: status.cloudyvps.com