CloudKey Service Level Agreement

This Service Level Agreement (this “SLA”) is to be used together with the CloudKey Master Services Agreement (“Agreement”) between CloudKey, Inc and its affiliates (“we”, “our” or “us”) and You (“Customer”, “Your”, “User” or “End User”).

We are committed to providing a highly reliable and performant cloud and virtual data center platform. This SLA describes the availability SLA and outlines the compensation available should we fail to meet those guarantees.

1. Service Commitment

We are committed to providing 99.99% monthly uptime for the core services (Compute, Storage, and Networking).

Monthly Uptime Percentage is calculated as:
[(Total minutes in a month – Downtime) / Total minutes in a month] × 100

2. Service Credits

If we fail to meet the SLA, You may be eligible to receive a Service Credit for the month of the affected Services as outlined below:

Monthly Uptime	Service Credit
< 99.99% – ≥ 99.9%	10%
< 99.9% – ≥ 99.0%	25%
< 98.9% – ≥ 98.0%	50%
< 97.9% – ≥ 97.0%	75%
< 97.0%	100%

Credits apply only to the specific service(s) affected on a monthly billing cycle. Maximum credit in a billing month shall not exceed 100% of the monthly service fee.

3. Claim Process

To receive a credit, You will be required to:

Submit a written request to support@cloudkey.io or at the customer portal within 30 days of the incident.
Include:
- Account ID
- Dates and times of the unavailability
- A description of the issue and affected services
- Any relevant logs or monitoring data

We will use system logs and monitoring data to validate all claims. If verified, credits will be applied to Your account within one billing cycle. Credits can only be used for Services. Credits are not transferable, do not have cash value and cannot be redeemed as cash.

4. SLA Exclusions

This SLA does not apply to:

Issues caused by factors outside of our reasonable control (e.g. natural disasters, Internet outages).
Downtime originating from Your software.
Scheduled maintenance with at least 24 hours notice.
Beta services or trial environments.
Any downtime during account suspension or termination.

5. Additional Terms

Service Credits are the sole and exclusive remedy for SLA violations.
Credits are not transferable or refundable and may not be exchanged for cash.
This SLA is subject to change with 30 days notice.

Updated April 28, 2025