At Cloudzy, our unwavering commitment is to deliver reliable and high-performing cloud VPS services that meet your expectations. Our Service Level Agreement (SLA) is a testament to our dedication to your satisfaction. We are committed to maintaining the availability of our cloud virtual private servers at 99.95%.
Our Monthly Availability Percentage is calculated by deducting the percentage of minutes during the month when any Cloudzy Service experienced Unavailability from 100%. Our objective is to transparently and accurately gauge our performance, excluding Unavailability as defined below:
In the unlikely event that Cloudzy's services do not meet the Monthly Availability Commitment, we are determined to make amends. We will offer you Service Credits in the form of credit equal to the following percentages of the total monthly value of your active VPS for the calendar month when unavailability occurred:
To request a Service Credit, the process is designed to be simple. Just open a support ticket within 15 calendar days of the suspected incident via the Cloudzy Control Panel. After confirming that the Monthly Availability Percentage falls short of the Monthly Availability Commitment, we will provide you with the Service Credit by the end of the calendar month.
Our monitoring tools, data, and records serve as the sole sources of information used to track and validate Availability. Service Credits will be issued to the entity or individual invoiced for the relevant Cloudzy Service. These credits can be applied to future invoices for the same Cloudzy Service.
To qualify for Service Credits, you must meet the following criteria:
Unavailability of a Cloudzy Service is defined as the absence of external connectivity. Our Unavailability assessments include the following scenarios:
In the rare instance of Unavailability, we will compensate you in line with the Service Credit Percentage, as detailed earlier. We aim to provide you with peace of mind and a trustworthy service.