1. Monthly availability commitment
CloudBalkan targets and commits to at least 99.9% availability during each calendar month for eligible Services, excluding the events listed under SLA Exclusions.
Availability is evaluated for the affected CloudBalkan Service. An application being unavailable does not by itself establish a CloudBalkan infrastructure outage if the underlying Service remains available.
2. Support availability
Support requests can be submitted 24 hours a day through support@cloudbalkan.com. Critical service-impacting issues are prioritized for escalation. CloudBalkan targets an initial response within one hour for critical infrastructure incidents.
The public Status page is the primary location for published platform incidents and planned maintenance information.
3. Service credits
If an eligible Service does not meet 99.9% availability during a calendar month, the customer may be eligible for a service credit for the affected Service:
- Availability from 99.0% up to, but below, 99.9%: 10% of the monthly fee for the affected Service.
- Availability from 98.0% up to, but below, 99.0%: 20% of the monthly fee for the affected Service.
- Availability below 98.0%: 50% of the monthly fee for the affected Service.
Eligible service credits are applied to the customer account. Service credits are the remedy provided by this SLA for qualifying availability failures, except where applicable law requires otherwise.
4. SLA exclusions
- Scheduled maintenance that is announced in advance where reasonably possible.
- Emergency maintenance required to address an active security, integrity or reliability risk.
- Force majeure and events outside CloudBalkan reasonable control, including major upstream network failures, natural disasters, war, civil disruption or government action.
- Customer configuration errors, customer software failures, compromised customer credentials or actions performed by the customer or an authorized account user.
- Third-party software, external APIs, domain registries, registrars, payment providers, networks or other services not operated by CloudBalkan.
- Suspension or restriction resulting from non-payment, abuse, a Terms/AUP violation or a binding legal requirement.
5. Claiming an SLA credit
Contact support@cloudbalkan.com and identify the affected Service, approximate outage time and any relevant evidence. CloudBalkan will compare the report with platform monitoring and incident records and confirm any applicable credit.
6. Changes to this SLA
CloudBalkan may update this SLA as the platform develops. Material changes will be published on this page and will not be used to retroactively reduce a credit already earned for a completed service period.