Service Level Agreement

1. Scope of This SLA

This Service Level Agreement ("SLA") applies to the following Cloudspace infrastructure services:

• VPS (Virtual Private Server) Hosting: Linux and Windows virtual machines
• Private Cloud: Dedicated cloud infrastructure for enterprise customers
• GPU Compute (AI Acceleration): GPU-powered instances for machine learning and rendering
• Managed Services: Managed infrastructure where applicable (subject to separate managed service addendums)

What This SLA Covers:

• Infrastructure availability (compute, networking, storage)
• Uptime measurement and service credits
• Support response times and incident handling

What This SLA Does Not Cover:

• Application-level performance or availability (your software, databases, configurations)
• Downtime caused by your actions (misconfigurations, security incidents on your instances)
• Third-party services or software not provided by Cloudspace
• Scheduled maintenance (see Section 5)
• Exclusions listed in Section 6

2. Definitions

• Uptime: The percentage of time in a calendar month that your infrastructure services are available and accessible.
• Downtime: Any period during which your services are unavailable due to infrastructure failures within Cloudspace's control (compute, network, storage).
• Monthly Uptime Percentage: Calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
• Service Credits: Account credits issued as compensation when we fail to meet the uptime commitment.
• Critical Incident (Sev1): Infrastructure-wide outage or complete service unavailability affecting multiple customers or significant data loss risk.
• High Priority (Sev2): Service degradation or single-customer infrastructure issue affecting availability or performance.
• Normal Priority (Sev3): Non-urgent issues, billing inquiries, configuration questions.
• Low Priority (Sev4): Feature requests, documentation, informational inquiries.

3. Uptime Commitment

What This Means

Your virtual servers, storage, and network connectivity will be available and operational for at least 99.95% of the time each month, excluding scheduled maintenance and circumstances described in Section 6 (Exclusions).

Uptime by Service Type

Note: Managed services may have custom SLA terms outlined in your managed services agreement.

4. Uptime Measurement and Monitoring

4.1 How We Measure Uptime

Uptime is measured using automated monitoring systems that continuously check:

• Compute availability: Hypervisor health, instance responsiveness
• Network connectivity: Ability to reach your instances via network
• Storage accessibility: Read/write operations to storage volumes

4.2 Downtime Detection

Downtime begins when our monitoring systems detect an infrastructure failure and ends when service is restored. Downtime is measured in one-minute increments.

Downtime does not include:

• Instances that are stopped or suspended by you
• Application-level failures (crashed web servers, database errors, application bugs)
• Performance degradation that does not result in complete unavailability
• Scheduled maintenance windows (see Section 5)

4.3 Transparency and Reporting

You can view your service uptime statistics in your account dashboard. Historical uptime data is available for the past 12 months.

For significant incidents, we publish post-incident reports detailing the cause, impact, duration, and steps taken to prevent recurrence.

5. Scheduled Maintenance

Cloudspace performs scheduled maintenance to upgrade infrastructure, apply security patches, and improve service reliability.

5.1 Advance Notice

We will provide advance notice for scheduled maintenance as follows:

• Standard maintenance: At least 7 days' notice via email and dashboard notification
• Emergency maintenance: As much notice as possible (may be less than 7 days if required for critical security updates or infrastructure stability)

5.2 Maintenance Windows

Scheduled maintenance typically occurs during low-traffic periods:

• Standard window: Tuesdays or Wednesdays, 2:00 AM - 6:00 AM Mountain Time (MT)
• Duration: Most maintenance windows last 2-4 hours; actual downtime is usually much shorter

5.3 SLA Exclusion

Scheduled maintenance does not count toward downtime for SLA purposes, provided we have given the required advance notice. Emergency maintenance with less than 7 days' notice may count toward downtime depending on the circumstances.

6. SLA Exclusions

This SLA does not apply to downtime or service unavailability caused by:

6.1 Customer-Caused Issues

• Misconfigurations, software bugs, or errors in your applications or operating systems
• Security incidents on your instances (compromised credentials, malware, unauthorized access)
• Excessive resource usage or "noisy neighbor" behavior resulting in throttling
• Actions you take that cause downtime (e.g., accidentally shutting down instances, deleting storage)

6.2 External Factors

• Upstream Internet connectivity issues beyond Cloudspace's network (e.g., ISP failures, backbone routing problems)
• Distributed Denial of Service (DDoS) attacks targeting your instances (we provide mitigation, but severe attacks may cause temporary unavailability)
• Force majeure events (natural disasters, war, terrorism, labor disputes, government actions)
• Third-party service failures (e.g., DNS providers, CDN services, external APIs you rely on)

6.3 Scheduled and Emergency Maintenance

• Scheduled maintenance windows with at least 7 days' advance notice
• Emergency maintenance required to protect infrastructure or customer security

6.4 Suspension or Termination

• Service suspensions due to non-payment, Terms of Service violations, or Acceptable Use Policy violations
• Account termination for cause

6.5 Beta and Preview Services

Services marked as "Beta," "Preview," "Experimental," or similar are provided without SLA commitments.

7. Support and Incident Response

Cloudspace provides tiered support based on incident severity. Our goal is to respond quickly to critical infrastructure issues.

7.1 Support Channels

• Primary: Email/ticket system (support@cloudspace.ca)
• Critical incidents: Phone support available for Sev1 incidents (provided to active customers)
• Account dashboard: Submit and track tickets online

7.2 Response Time Commitments

Response times are based on incident severity. Response time is measured from when you submit a ticket to when a support engineer begins investigating.

*Business hours: Monday-Friday, 8:00 AM - 6:00 PM Mountain Time (MT), excluding Canadian statutory holidays.

7.3 Escalation

If you feel an issue is not being addressed appropriately, you can escalate by replying to your support ticket with "ESCALATE" in the subject line or by contacting support@cloudspace.ca. Escalated tickets are reviewed by senior engineers and management.

8. Service Credits

If we fail to meet the 99.95% uptime commitment, you are eligible for service credits based on the actual monthly uptime percentage.

8.1 Credit Tiers

8.2 Credit Details

• Calculated per affected service: Credits are based on the monthly fees for the specific service(s) affected by downtime (e.g., a single VPS instance)
• Applied as account credits: Credits are applied to your Cloudspace account and can be used toward future invoices
• No cash refunds: Credits cannot be redeemed for cash or transferred to another account
• Maximum credit: Total credits for any single month cannot exceed 100% of that month's fees for the affected service

8.3 Sole Remedy

Service credits are your sole and exclusive remedy for any failure by Cloudspace to meet the SLA. We are not liable for any damages, losses, or other compensation beyond the credits described here.

9. How to Request Service Credits

To request service credits, you must follow this process:

9.1 Submission Requirements

1. Timeframe: Submit your credit request within 30 days of the end of the month in which the downtime occurred. Requests submitted after 30 days will not be processed.
2. Method: Email billing@cloudspace.ca or submit a ticket through your account dashboard with the subject "SLA Credit Request."
3. Information to include:
   • Your account name and email
   • The affected service(s) (instance IDs, service names)
   • Dates and times of the downtime (in Mountain Time or UTC)
   • Description of the issue and impact
   • Any supporting evidence (screenshots, error messages, monitoring data)

9.2 Review and Approval

We will review your request within 15 business days and respond with:

• Confirmation of downtime duration and uptime percentage
• Credit amount (if applicable)
• Application of credits to your account

If we determine that the downtime was excluded under Section 6, we will explain the reason for denial.

10. Data Residency and Regional SLA

This SLA applies to all Cloudspace infrastructure services, including those with Canadian data residency.

Canadian Data Centers: When you provision services in Canadian regions, your uptime is measured based on availability within that region. Uptime commitments and service credits apply equally to all regions we operate.

For more information about data residency, see our Privacy Policy and Terms of Service.

11. Changes to This SLA

We may update this SLA from time to time to reflect improvements to our services, changes in technology, or business operations.

Material changes (those affecting uptime commitments, credit amounts, or support response times) will be communicated via email at least 30 days in advance.

Non-material changes (clarifications, formatting, updated contact info) may take effect immediately upon posting. The "Last updated" date at the top of this page indicates when changes were last made.

If we reduce the uptime commitment or make other changes that negatively affect you, you may cancel your services without penalty within 30 days of notification.

12. Contact Information

Questions about this SLA or service credits? Contact us: