Service Level Agreement
Effective: March 1, 2026
This SLA defines the service levels, response targets, and remedies for CloudLink customers. The terms apply to all paid subscription plans.
Platform Uptime
CloudLink guarantees 99.99% uptime for the platform, measured monthly. Excludes scheduled maintenance windows (announced 48 hours in advance).
| Uptime Level | Max Downtime/Month | SLA Credit |
|---|---|---|
| 99.99% – 100% | 4.3 minutes | — |
| 99.9% – 99.99% | 43 minutes | 10% credit |
| 99.0% – 99.9% | 7.3 hours | 25% credit |
| Below 99.0% | >7.3 hours | 50% credit |
Response Time SLA by Plan
| Severity | Starter | Growth | Enterprise |
|---|---|---|---|
| P1 — Critical | 4 hours | 1 hour | 15 minutes |
| P2 — High | 8 hours | 4 hours | 1 hour |
| P3 — Medium | 24 hours | 8 hours | 4 hours |
| P4 — Low | 48 hours | 24 hours | 8 hours |
Resolution Targets
| Severity | Target Resolution | Update Frequency |
|---|---|---|
| P1 — Critical | 4 hours | Every 30 min |
| P2 — High | 8 hours | Every 2 hours |
| P3 — Medium | 3 business days | Daily |
| P4 — Low | 10 business days | Weekly |
Severity Definitions
- P1 — Critical: Complete production outage affecting all users or major security breach
- P2 — High: Significant impact on production, degraded performance for many users
- P3 — Medium: Partial service impact, workaround available, non-urgent issues
- P4 — Low: Minor issues, cosmetic defects, feature requests, general questions
SLA Credit Claims
To claim SLA credits, submit a request within 30 days of the incident to [email protected]. Credits are applied to the next billing cycle and cannot exceed 50% of the monthly fee.