1. Service Level Agreement (SLA)
Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (“SLA”) sets forth the service levels provided by Windows Cloud Server (“Provider,” “we,” “us,” or “our”) to customers (“Customer,” “you,” or “your”). This SLA is incorporated into and governed by the Terms of Service.
2. Service Commitment
Windows Cloud Server is committed to delivering a reliable cloud hosting environment with high availability. We guarantee the following:
- Uptime Guarantee: 99.9% network uptime per monthly billing cycle.
- Service Credits: In the event that uptime falls below the guaranteed level, eligible customers may receive service credits as defined in this agreement.
3. Definitions
- “Downtime”: The total accumulated minutes of unplanned service unavailability.
- “Monthly Billing Cycle”: A calendar month or prepaid billing period.
4. Service Availability
Windows Cloud Server guarantees network infrastructure availability 99.9% of the time, excluding scheduled maintenance.
5. Scheduled Maintenance
Scheduled maintenance may occur periodically. Customers will receive notification at least 48 hours in advance where practicable.
6. Incident Response
- Critical Issues: Response within 30 minutes
- High Priority: Response within 1 hour
- Medium/Low Priority: Response within 4 hours
Response times are measured from the time a ticket is created via our support portal.
7. Exclusions
Service availability does not apply to:
- Customer-caused issues
- Third-party service outages
- Force majeure events
- Scheduled maintenance
8. Claiming Credits
To request service credits, customers must submit a support ticket within 7 days of the incident with relevant logs and timestamps.
9. Amendments
Windows Cloud Server reserves the right to modify this SLA with 30 days’ advance notice to customers.