Service Level Agreement
Last updated: October 2026
1. Scope
1.1. This SLA applies to all CLOUD services: Cloud Hosting, Cloud Servers (VPS), and AI Hosting.
1.2. This SLA is part of the general Terms of Service.
1.3. In case of conflict between this SLA and the general Terms, this SLA prevails regarding service levels.
2. Uptime Definition
2.1. Uptime: The period during which the Service is available and operating normally.
2.2. Downtime: The Client's inability to access their service due to a failure in CLOUD's infrastructure.
2.3. Not considered downtime: Issues caused by the Client's software or configuration, scheduled maintenance (Section 9), exclusions listed in Section 6.
3. Uptime Commitment
| Service | Uptime | Max Downtime/Month |
|---|---|---|
| Cloud Servers (VPS) | 99.99% | 4.3 minutes |
| Cloud Hosting | 99.99% | 4.3 minutes |
| Network | 99.99% | 4.3 minutes |
| Control Panel | 99.9% | 43.2 minutes |
4. Uptime Calculation
4.1. Formula: Uptime = ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100
4.2. Calculated on a calendar month basis.
4.3. Downtime minutes begin from CLOUD's confirmation of the issue or Client report (whichever is earlier).
4.4. Scheduled maintenance is excluded from downtime calculations.
5. Compensation
5.1. Compensation is issued as service credit added to the account. Not redeemable for cash.
5.2. Maximum compensation in any month = 100% of the service value for that month.
5.3. Monthly value = annual price ÷ 12.
5.4. Compensation does not include licenses or add-ons only the affected base service.
| Actual Uptime | Compensation (Service Credit) |
|---|---|
| 99.99% - 99.9% | 10% of monthly value |
| 99.9% - 99.0% | 25% of monthly value |
| 99.0% - 95.0% | 50% of monthly value |
| Below 95.0% | 100% of monthly value |
6. Exclusions
Uptime commitments and compensation do not apply in the following cases:
6.1. Force majeure: Natural disasters, wars, pandemics, government orders.
6.2. Client actions: Incorrect configuration, faulty software, or usage exceeding plan resources.
6.3. DDoS attacks: Exceeding included protection capacity (unless the Client has subscribed to advanced DDoS protection).
6.4. Scheduled maintenance: Per Section 9.
6.5. External factors: Telecommunications provider outages, external DNS issues, or public internet failures.
6.6. Service suspension: Due to non-payment or Terms violation.
7. Claiming Compensation
7.1. The Client opens a support ticket titled "SLA Compensation Request" within 30 days of the incident.
7.2. The request includes: date and time of downtime, affected service, description of the issue.
7.3. CLOUD reviews the request and responds within 10 business days.
7.4. If the claim is valid, credit is automatically added to the account.
8. Response Times
| Priority | Description | First Response | Target Resolution |
|---|---|---|---|
| Critical | Service completely down | 30 minutes | 4 hours |
| High | Noticeably degraded performance | 1 hour | 8 hours |
| Medium | Issue affecting part of the service | 4 hours | 24 hours |
| Low | General inquiry or change request | 24 hours | 72 hours |
| Channel | Availability |
|---|---|
| Support tickets | 24/7 |
| 24/7 | |
| Phone | 24/7 |
| Developer guidance sessions | Sunday - Thursday, 9-6 |
9. Scheduled Maintenance
9.1. CLOUD notifies Clients of scheduled maintenance at least 48 hours in advance.
9.2. Maintenance is scheduled during low-usage hours (typically 2:00 - 6:00 AM Riyadh time).
9.3. Scheduled maintenance does not exceed 4 hours per month.
9.4. Emergency maintenance: In critical security situations, maintenance may be performed without full advance notice. Clients are notified as soon as possible.
10. Contact
For inquiries related to this SLA:
Email: sla@cloud.net.sa
Support: support@cloud.net.sa
Tickets: cloud.net.sa/login