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Service Level Agreement

This policy represents the Cloudy24 Service Level Agreement ("SLA") in its entirety and supersedes any other written or oral policy. This policy defines the Service Level Agreement all Cloudy24 customers agree to when they sign-up for any of the Cloudy24 website hosting services. Cloudy24 reserves the exclusive right to change, amend or revise any portion of this SLA policy at any time, with or without written notice to our customers.

Customers using any services offered by Cloudy24 agree to be obligated by and must comply with all policies in this SLA or must otherwise opt out of and cancel their web hosting service with Cloudy24. Cloudy24 retains the sole discretion to make judgment regarding any violation by any Cloudy24 customer and may take action against any customer deemed to be in violation of these terms including the cancellation of any customer's services without refund and/or, if deemed appropriate, be legally prosecuted.

General Provisions

In consideration for Cloudy24 maintaining one or more accounts (each "Account"), you, as the Cloudy24 customer, agree to the following Service Level Agreement.

Definitions

  • "We" "Us" or "Provider" or "Cloudy24" - Cloudy24.com
  • "You" "Your" "Client" "Customer" or "Member" - Each person or entity who applies for internet service or is a designate of anyone who applies for internet service.

Hardware SLA

Hardware replacement is guaranteed to be completed within 2 hours of problem identification. The hardware replacement timer begins once the customer opens trouble ticket and Cloudy24 Hosting has determined the cause of the problem to be faulty hardware. The period it takes to troubleshoot the server and identify the problem is outside the 3 hour SLA. In the event we are unable to replace the faulty hardware within 5 hours, Cloudy24 Hosting will credit the customer 2% of the monthly fee per additional hour of downtime incurred (up to 100% of customer’s monthly server fee).
All services following are provided free of cost to any dedicated server given by Cloudy24 Hosting.

Hardware Replacement

Initial Server hardening
Software Firewall implementation (upon request)
Free Cross Connects
Unlimited Reboots via ticket system request
Access to Knowledge Base (cPanel, Hsphere, Plesk, Hosting Controller and DirectAdmin)
Flash Training Movies for support control panels (Hsphere, cPanel, DirectAdmin, HostingController, and Plesk)
MRTG bandwidth graphs
15 minutes per month Hands and Eyes Console Access (additional time will be billed at $100 per hour)
Managed SLA
Cloudy24 Hosting managed servers get special priority on all matters relative to the customer’s server. We offer a wide range of managed services which vary in cost depending on the level of management you require. Please refer to our Managed Server Pricing Matrix for information on services offered and guaranteed.

Network SLA

Cloudy24 Hosting is committed to providing a model of service and reliability unparalleled in the hosting industry. Cloudy24 Hosting guarantees network uptime of 99.999%. The Cloudy24 Hosting Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant CRAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. Cloudy24 Hosting Solution maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.
The Cloudy24 Hosting Data Center is ultra-secure with only Cloudy24 Hosting employees having access to any of our server rooms. In the event, a customer needs personal access to their server they will be escorted to their server by a Cloudy24 Hosting Solution technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.

Cloudy24 Hosting guarantees the uptime of its network 99.999% of the time excluding scheduled maintenance.

In the event, any customer experiences anything less than 99.999% uptime of the Cloudy24 Hosting Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of Cloudy24 Hosting owned network equipment. Cloudy24 Hosting will provide a 2% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is estimated from the time a trouble ticket is opened by the affected customer to the time Cloudy24 Hosting determines the issue to be resolved, excluding recorded maintenance.

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