Agreement Overview
This Service Level Agreement ("SLA") outlines the performance commitments that Ateex Cloud ("We", "Us") makes to you, our client. It details our uptime guarantees, compensation policies for service interruptions, and the technical standards we uphold.
Our Commitment
We guarantee a minimum of 99% network availability in any given calendar month, while striving to achieve 99.9% uptime across our global infrastructure.
Definitions
The Node
A "Node" refers to the physical bare-metal server in our datacenter that hosts your Virtual Private Server, Game Server, or Web Hosting environment. It is the foundational hardware layer.
Uptime
"Uptime" is the duration during which the service is accessible and functional via the public internet, excluding scheduled maintenance.
Uptime Guarantee
Availability is measured by our internal monitoring systems. If our network availability falls below 99% in a monthly billing cycle, eligible clients may request Service Credits.
- 99.5% Goal: We architect our systems for high availability and routinely achieve >99.5% uptime.
- 99% Assurance: This is the threshold below which SLA credits become active.
Service Credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 98.0% - 100% | No Credit (Standard Operation) |
| 94.0% - 97.9% | 10% of Monthly Fee |
| 89.0% - 93.9% | 25% of Monthly Fee |
| Less than 89.0% | 50% of Monthly Fee |
*Credits are capped at 50% of the monthly service cost and are applied to future invoices. They cannot be exchanged for cash.
Planned Maintenance
Occasional maintenance is required to ensure security and performance.
- We will provide at least 24 hours notice for scheduled maintenance via email or the status page.
- Essential security patches (e.g., zero-day exploits) may be applied immediately without prior notice to protect the infrastructure.
- Downtime caused by scheduled maintenance does not count towards SLA calculations.
Limitations & Exclusions
The SLA does not apply to interruptions caused by:
- Force Majeure events (natural disasters, wars, etc.).
- DDoS attacks that exceed our mitigation capacity (though we utilize enterprise-grade protection).
- Client-side configuration errors, custom software, or misuse of the service.
- Suspension or termination due to Terms of Service violations.
Claim Process
How to Request Credit
To receive a Service Credit, you must submit a support ticket via the Billing department within 7 days of the incident.
- Include "SLA Claim" in the subject line.
- Provide dates, times, and details of the downtime.
- Credits are applied after verification by our team.