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Service Level Agreement

Our commitment to reliability, performance, and exceptional support.

CloudSpace's Service Level Agreement (SLA) outlines our commitment to providing reliable, high-performance services to our clients. This SLA is part of your service contract with CloudSpace and details the service levels we guarantee, along with compensation procedures in the unlikely event that we fail to meet these guarantees.

1. Network Uptime Guarantee

CloudSpace guarantees 99.99% network uptime. This guarantee covers all network infrastructure up to and including the network interface of the server, but excludes scheduled maintenance, customer-caused or third-party-caused outages or disruptions.

Uptime Percentage Monthly Downtime Service Credit
99.99% to 100% Less than 4.5 minutes None
99.9% to 99.99% 4.5 minutes to 43.8 minutes 10% of monthly fee
99.5% to 99.9% 43.8 minutes to 3.65 hours 25% of monthly fee
99.0% to 99.5% 3.65 hours to 7.3 hours 50% of monthly fee
Below 99.0% More than 7.3 hours 100% of monthly fee

2. Support Response Time Guarantee

CloudSpace guarantees the following response times for support tickets based on priority level:

Priority Level Description Response Time
Critical Service is down or unavailable 15 minutes
High Service is severely impaired or degraded 30 minutes
Medium Non-critical feature or functionality is impaired 2 hours
Low General inquiries, feature requests, or non-urgent issues 4 hours

3. Hardware Replacement Guarantee

In the event of hardware failure, CloudSpace guarantees the following hardware replacement times:

Component Replacement Time Service Credit
Hard Drives 2 hours 1 day of service for each additional hour of delay
Memory 2 hours 1 day of service for each additional hour of delay
CPU 4 hours 1 day of service for each additional hour of delay
Motherboard 4 hours 1 day of service for each additional hour of delay
Power Supply 2 hours 1 day of service for each additional hour of delay
Network Interface 2 hours 1 day of service for each additional hour of delay

4. DDoS Protection

CloudSpace guarantees automatic DDoS attack detection and mitigation for attacks up to 10 Tbps. Mitigation will begin within 60 seconds of attack detection. This protection is included as standard with all dedicated server packages.

5. Service Credit Procedure

In the event that CloudSpace fails to meet the guarantees specified in this SLA, you may be eligible for service credits according to the terms outlined above. To receive a service credit, you must follow this procedure:

  1. Submit a credit request via a support ticket within 7 days of the incident.
  2. Include your account information and details of the service disruption, including dates, times, and relevant support ticket numbers.
  3. CloudSpace will review your request and respond within 5 business days.
  4. Approved credits will be applied to your next billing cycle.

6. SLA Exclusions

This SLA does not apply to performance issues resulting from:

  • Scheduled maintenance, which will be announced at least 48 hours in advance
  • Emergency maintenance required to address critical security or performance issues
  • Factors outside CloudSpace's reasonable control, including force majeure events
  • Actions or inactions by you or your authorized users
  • Equipment, software, or connections not provided by CloudSpace
  • Violations of CloudSpace's Acceptable Use Policy

7. SLA Changes

CloudSpace reserves the right to modify this SLA from time to time, with 30 days' advance notice provided to customers. The current version of the SLA will always be available on our website.

Contact Our Support Team

If you have any questions about our Service Level Agreement or need to report an issue, our support team is available 24/7/365.

Contact Support View Support Status