1. Covered Services
This SLA applies only to paid Cloud Compute, Memory Optimized, Private Cloud, Object Storage, Block Storage, and Hybrid Colocation services when an Order identifies the service as SLA-eligible. Beta, preview, free, trial, customer-managed software, and third-party services are excluded unless an Order expressly states otherwise.
2. Proposed Availability Target
The proposed production availability target is 99.99% monthly availability for eligible Cloud Compute, Memory Optimized, Object Storage API, and Block Storage services. Private Cloud and Hybrid Colocation availability may depend on the purchased architecture, power feeds, network design, redundancy, and Order. These targets are draft commercial terms and must be confirmed before publication.
3. Measurement
Monthly Availability Percentage is calculated from total minutes in the billing month for the affected eligible service, less qualifying unavailable minutes, divided by total eligible minutes. An outage begins when MSPClouds monitoring confirms loss of the covered service and ends when service is restored. Partial degradation that does not prevent use is not automatically downtime.
4. Proposed Service Credits
For an eligible service with a 99.99% target: below 99.99% but at or above 99.9% may qualify for a credit equal to 10% of the affected service’s monthly recurring charge; below 99.9% but at or above 99.0% may qualify for 25%; below 99.0% may qualify for 50%. Credits are capped at the affected service’s monthly recurring charge and are the sole monetary remedy for an SLA failure unless a signed Order states otherwise.
5. Exclusions
Downtime does not include scheduled or emergency maintenance; customer configuration or software; customer-requested actions; attacks or abuse attributable to Customer; Internet or carrier failures outside MSPClouds control; DNS outside the covered service; third-party software; force majeure; suspension under the Agreement; exhausted quotas; unsupported configurations; or failures of a non-redundant component where Customer declined an available redundant architecture.
6. Claims
Customer must open a support ticket within 10 days after the end of the affected month and include service identifiers, timestamps, symptoms, and relevant logs. MSPClouds will compare the claim with platform monitoring. Approved credits apply to future invoices, are not cash refunds, and may not be transferred.