Service Level Agreement
This SLA is an integral part of your agreement with us as referenced in our Terms & Conditions.
The compensations described in this SLA are your sole and exclusive compensations for the events covered by the SLA.
Although we will not modify this SLA arbitrarily, we may introduce some changes from time to time. In the event that this happens, we will notify you of any such changes and their effective date to the email address you provided during your registration process.
1. Standard Level of Service (Service Standard)
- We ensure that the My Cloud Service is available to Customers twenty-four hours a day, seven days per week, and three hundred sixty-five days per year (Service Availability).
- Please note that Service Availability refers to CloudOnClick Member Area and related services and in no case we are guaranteeing here the Service Availability of our Partner Cloud Providers.
- Our goal is respond to High Priority tickets presented by Customer within thirty minutes (Response Time). For Normal Priority tickets our Response Time is within three hours. Our Response Time goal is a time to acknowledge and “work started” only, not a time to resolve.
- High Priority tickets must be related to events that render Customers infrastructure and/or services unusable/inaccessible. Other type of events rated as High Priority by Customers and that don't match this description will be demoted to Normal Priority by Support personnel and treated accordingly.
3. Third party Infrastructure Providers SLAs
Click here to view ElasticHosts SLA
Click here to view Amazon EC2 SLA.
Click here to view Digital Ocean SLA.
Click here to view Microsoft Azure SLA
