Service Level Agreement
This is an overview of the policies that govern our service level agreement
Last updated
This is an overview of the policies that govern our service level agreement
Last updated
Last Updated: 25 Aug 2024
We guarantee a 100% uptime SLA for all our services. This SLA applies to all cloud services across all locations. To qualify for SLA credits, a ticket must be opened within 48 hours of an qualifying event.
Please note that we do not provide SLA compensation for the following events:
Scheduled Maintenance: Any planned or scheduled maintenance activities notified in advance.
Customer-initiated actions: Downtime or issues caused by actions taken by the customer, such as configuration changes, software installation, or mismanagement.
Force Majeure Events: Natural disasters, acts of war, terrorism, or any other events outside our reasonable control.
Third-party Service Failures: Downtime or performance issues caused by third-party services or providers outside of our direct control.
DDoS Attacks: Downtime resulting from Distributed Denial of Service (DDoS) attacks or other similar malicious activities.
Violations of Terms of Service: Any incident resulting from a violation of our terms of service or acceptable use policy.
Performance issues: We do not offer SLA coverage for performance issues on customer servers; however, we will investigate if the problem may be due to our configuration. If you believe your server's performance has degraded, please open a ticket for further assistance.
Below is the table outlining the credits we will provide:
| Downtime | Credit |
|---|---|
If multiple consecutive outages occur due to the same root cause, they will be treated as a single incident.
When monetary credit is applicable, the agreed amount will be credited to your Onidel Cloud account.
We reserve the right to determine the validity of any SLA compensation request.
Please note that in order to claim the SLA credits, you must meet the following requirements:
Your account has no outstanding payments.
You have not initiated a chargeback.
A ticket was created within 48 hours of the qualifying event.
Your service complies with our policies and remains active.
In cases where multiple outages occur consecutively due to the same root cause, we reserve the right to treat them as a single outage event and will provide compensation based on the total downtime as one event.
We offer an on-call rotation service that responds to customer pages, available exclusively as an add-on to our Managed Cloud Server service. If you are using our Managed Cloud Server service and would like the ability to page our on-call team for emergency assistance, please open a ticket for further discussion.
We will perform scheduled maintenance at a time deemed suitable by us. Should it require any service(s) to be offline for more than thirty (30) minutes, we will post details of the scheduled maintenance at least two (2) days prior. These periods are not included in the SLA calculations.
Unscheduled maintenance will be performed as required by us, and should any service(s) be offline for greater than thirty (30) minutes, we will post details of the maintenance and any updates until it has been completed. These periods are not included in the SLA calculations.
1 - 3 hours per incident
Service extended by 3 days
3 - 7 hours per incident
50% of your monthly service cost (excluding add-ons e.g premium support, managed service cost, etc)
7 hours+ per incident
100% of your monthly service cost (excluding add-ons e.g premium support, managed service cost, etc)