Service Level Agreement (SLA)
This SLA outlines Cloud Fixer’s uptime targets, measurement methods, and remedies for our managed hosting services. We work relentlessly to keep your sites and systems running at their best.
1. Introduction
This Service Level Agreement (“SLA”) is part of your agreement with Cloud Fixer (“we”, “us”, “Provider”) and applies to active accounts in good standing. It defines our uptime commitment, how we measure it, and the service credits available if we don’t meet our commitment.
2. Scope of Services
This SLA applies to the following Cloud Fixer services:
- Web Hosting
- Server Hosting
- Email Hosting
- VoIP Hosting
3. Availability Commitment
Cloud Fixer targets 99.9% monthly uptime (“Availability Commitment”) for each eligible service. Availability means the time the service is operational and reachable over the public Internet.
4. Measurement & Calculation
Availability = ((Total Minutes − Unscheduled Downtime Minutes) / Total Minutes) × 100
“Unscheduled Downtime Minutes” excludes scheduled or emergency maintenance and events outside our reasonable control.
5. Service Credits
| Monthly Availability | Credit (% of Monthly Fee) |
|---|---|
| ≥ 99.9% | 0% |
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| < 95.0% | 50% |
Service credits are the sole and exclusive remedy for an SLA breach. Credits apply to future invoices and are not refundable or transferable.
6. Exclusions & Limitations
- Scheduled or emergency maintenance (announced by Cloud Fixer).
- Customer-side software, configuration, or connectivity issues.
- Provider- or Internet-wide incidents outside Cloud Fixer’s reasonable control.
- Force majeure events (e.g., natural disasters, large regional outages).
- Suspension for non-payment or Terms of Service/AUP violations.
7. Scheduled Maintenance
We schedule routine maintenance to improve reliability and security. We aim to provide at least 48 hours’ notice when maintenance may affect availability. Scheduled windows are excluded from downtime calculations.
8. Reporting & Credit Requests
- Email su*****@********er.us or submit a support ticket within 30 days of the event.
- Include your account/domain, affected service, time & duration, and any logs/screenshots.
- We’ll review eligibility within 10 business days; approved credits appear on your next invoice.
9. Monitoring & Notifications
Cloud Fixer continuously monitors infrastructure and uptime. We communicate incidents and status updates via support channels to keep you informed.
10. General Terms
- Credits offset future invoices only; no cash value.
- We may update this SLA by posting a new version at https://cloudfixer.us/sla.
- This SLA doesn’t apply to free or trial services unless stated otherwise.
- Aggregate liability for SLA claims in a calendar year is limited to fees paid for the affected service during that year.
11. Definitions
- Service: Any offering listed in Section 2.
- Downtime: Periods when a service is not reachable and cannot be used.
- Scheduled Maintenance: Planned, announced maintenance windows.
- Service Credit: Percentage credit applied to a future invoice when the SLA is not met.
- Unscheduled Downtime: Outages not announced in advance and not excluded elsewhere in this SLA.