Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) governs the service quality, availability guarantees, and compensation terms for cloud infrastructure and hosting services provided by Hosted Cloud.

2. Uptime Guarantee

Hosted Cloud offers the following uptime guarantees:

• VPS and Cloud Server: 99.99% monthly uptime guarantee
• Bare Metal Server: 99.95% monthly uptime guarantee
• Web Hosting: 99.9% monthly uptime guarantee
• Managed Database: 99.95% monthly uptime guarantee

Uptime is calculated as the percentage of total time the server is accessible and operational. Scheduled maintenance is excluded from uptime calculations and is announced at least 48 hours in advance.

3. Service Credits and Compensation

If the uptime guarantee is not met, our customers receive the following service credits:

Service credits are automatically applied to the next billing cycle. Credit requests must be submitted through the support system within 30 days of the outage.

4. Support Response Times

Support request response times are determined by priority level:

• Critical (P1): Initial response within 15 minutes
• High (P2): Initial response within 1 hour
• Medium (P3): Initial response within 4 hours
• Low (P4): Initial response within 24 hours

Critical support requests are accepted 24/7 and the emergency response team is activated. All support response times are automatically tracked through the support system.

5. SLA Exceptions

The following situations are excluded from SLA coverage:

• Scheduled maintenance and updates (announced 48 hours in advance)
• Configuration errors caused by the customer
• Third-party service and network outages
• DDoS attacks and security incidents
• Force majeure events (natural disasters, war, etc.)
• Actions performed at the customer's request

6. Network and Data Center SLA

The following infrastructure guarantees are provided across all our data centers:

• Network Uptime: 99.99% monthly guarantee
• Power Infrastructure: N+1 redundant power supply
• Cooling System: N+1 redundant cooling system
• Fiber Connectivity: Multiple fiber connections and IX peering

7. Backup and Data Protection SLA

Backup guarantees for managed services:

• Daily automatic backup (7-day retention)
• Weekly full backup (4-week retention)
• Backup success rate: 99.9%
• Restore time: within 4 hours

8. Monitoring and Notifications

All servers are monitored 24/7 with automated monitoring systems. In case of outages, customers are immediately notified via email, SMS, and panel notifications. Real-time system status can be tracked on our status page.

9. Service Credit Request Process

To request a service credit:

1. Create a support ticket from the customer panel
2. Specify the outage date and time
3. Identify the affected service
4. Our technical team will review and respond within 48 hours
5. Approved credits are deducted from the next invoice

10. SLA Reporting

Monthly uptime reports are available in the customer panel. Detailed performance reports and SLA analysis are provided for Enterprise customers. All outage records are published on the system status page for transparency.

11. Changes and Updates

Hosted Cloud reserves the right to update this SLA with prior notice. Significant changes are communicated to customers via email at least 30 days in advance. The current SLA is always published on our website.