Service Level Agreement (SLA)

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Service Level Agreement

  1. Introduction

This Service Level Agreement (“SLA”) describes the service levels provided by CloudBalkan (provided by StandByte EOOD) for its cloud computing services (the “Services”).

  1. Service Availability

CloudBalkan guarantees that the Services will be available at least 99.9% of the time during each calendar month, excluding scheduled maintenance and force majeure events. If the Services are not available for at least 99.9% of the time during any calendar month, CloudBalkan will provide a credit to the customer as described in Section 4 below.

  1. Support Availability

CloudBalkan provides 24/7 support for the Services through email and live chat. Support requests will be responded to within 1 hour, and critical issues will be escalated to higher-level support personnel as necessary.

  1. Service Credits

If the Services are not available for at least 99.9% of the time during any calendar month, the customer may be eligible for a service credit as follows:

  • If availability is between 99.0% and 99.9%, the customer will receive a credit equal to 10% of the monthly fee for the affected Services.
  • If availability is between 98.0% and 99.0%, the customer will receive a credit equal to 20% of the monthly fee for the affected Services.
  • If availability is less than 98.0%, the customer will receive a credit equal to 50% of the monthly fee for the affected Services.

Service credits will be applied to the customer’s account within 30 days of the end of the calendar month in which the service level was not met.

  1. Exclusions

The following events are excluded from the calculation of service availability:

  • Scheduled maintenance windows, which will be communicated to the customer in advance.
  • Force majeure events, such as natural disasters, power outages, and acts of terrorism or vandalism.
  • Customer-caused outages or issues, such as misuse of the Services, unauthorized access, or configuration errors.
  • Issues with the customer’s operating system or software installed on the Services, including third-party applications or services not provided by CloudBalkan.
  1. Limitation of Liability

CloudBalkan’s liability for any damages arising out of or in connection with this SLA, whether in contract, tort, or otherwise, will be limited to the amount of fees paid by the customer for the affected Services during the calendar month in which the damages occurred.

  1. Termination

If the customer is not satisfied with the Services provided under this SLA, the customer may terminate the Services by providing written notice to CloudBalkan. Any prepaid fees for the terminated Services will be refunded on a prorated basis.

  1. Changes to this SLA

CloudBalkan reserves the right to modify this SLA at any time. We will notify you of any material changes to this SLA by posting the revised SLA on our website or by other means. Your continued use of our Services after any such changes constitutes your acceptance of the revised SLA.

  1. Contact Us

If you have any questions or concerns regarding this SLA or our Services, please contact us at support@cloudbalkan.com.