Service level agreement
Cloud Noce service reliability and quality
Cloud Noce is committed to keeping its network and services reliable. This agreement sets out our rights and obligations in the event of an interruption.
1. Guaranteed service uptime
We guarantee 99.9% monthly uptime for all core services, including compute, storage and networking. Total downtime should therefore not exceed 43 minutes per month.
2. Calculating compensation
If service uptime falls below the guaranteed level, you are entitled to account credit according to the following table:
| Monthly uptime | Account credit |
|---|---|
| less than 99.9% to 99.5% | 10% of the monthly service fee |
| less than 99.5% to 99% | 25% of the monthly service fee |
| less than 99% | 50% of the monthly service fee |
3. Exceptions
This agreement excludes scheduled maintenance with advance notice, large-scale DDoS attacks beyond our control and errors caused by incorrect user configuration.
To request an SLA review and account credit, open a support ticket within 7 days of the end of the month.