Service level agreement.
Our commitment to availability, measurement, and service credits.
Important: replace the example contact address, billing timeframes, governing law, and vendor details with your actual business information and have qualified local counsel review this policy before launch.
Overview
This SLA outlines a proposed availability commitment for Cloud Vision VPS infrastructure and must be aligned with your actual monitoring, incident response, and credit processes.
Availability target
We target 99.99% monthly network and host availability, excluding scheduled maintenance, customer configuration, third-party services, force majeure events, and events outside our reasonable control.
Maintenance
Planned maintenance will be announced in advance where practical. Emergency maintenance may be performed without advance notice where needed to protect security or service stability.
Service credits
For verified availability failures attributable to our platform, customers may request a service credit. Define your credit schedule, claim period, and maximum credit before publication.
Support and incidents
Support is available 24/7 for infrastructure incidents. Customers should submit incident details through the client area so we can investigate and document the response.
Limits
This SLA is the customer’s stated remedy for covered availability failures and does not apply where an outage is caused by the customer, their software, or excluded events.