Service Level Agreement
Last updated: May 2026
Uptime Commitment
Cloudzy commits to 99.95% uptime across all VPS and cloud infrastructure services. This commitment covers network availability, server hardware, and power infrastructure at our data center locations.
Service Credits
If uptime falls below the 99.95% threshold during a calendar month, eligible customers can claim a service credit. The credit is calculated based on how much downtime occurred that month:
| Monthly downtime | Credit |
|---|---|
| More than 20 minutes, up to 36 hours | Hourly cost of the service × length of the downtime |
| More than 36 hours | 100% of the service's monthly cost |
Service credits are not issued automatically. To claim one, open a support ticket at the start of the following month, once the affected month has fully ended, since the credit is calculated against that month's total downtime.
Exclusions
The SLA outlines situations that are excluded from uptime calculations, such as scheduled maintenance windows, force majeure events, and issues caused by customer actions or third-party software.
Support Response
Technical support is available 24/7. The SLA covers expected response times for different issue severity levels and the escalation process for critical infrastructure problems.
This page summarizes Cloudzy's Service Level Agreement. Questions about a service credit? Contact support.