Service Availability
Cloudheed guarantees the following Monthly Uptime Percentages for production services, measured as (Total Minutes - Downtime Minutes) / Total Minutes.
99.9%
Starter Plan
~43 downtime/month
Recommended
99.95%
Professional Plan
~22 downtime/month
99.99%
Enterprise Plan
~4 downtime/month
Service Credits
Service credits are automatically applied when uptime falls below SLA thresholds. Credits are calculated as a percentage of monthly fees.
10%
99.0% - 99.9%
25%
95.0% - 99.0%
50%
90.0% - 95.0%
100%
Below 90.0%
Support Response Times
| Severity | Starter Plan | Professional Plan | Enterprise Plan |
|---|---|---|---|
| Severity 1 (Production Down) | 4 hours | 1 hour | 15 min |
| Severity 2 (Production Degraded) | 8 hours | 4 hours | 1 hour |
| Severity 3 (Non-Production) | 24 hours | 8 hours | 4 hours |
| Severity 4 (General Inquiry) | 24 hours | 24 hours | 24 hours |
Exclusions
The following are excluded from SLA calculations and service credit eligibility:
Features designated as Alpha, Beta, or Preview
Force majeure events including natural disasters
Customer misconfigurations or unauthorized modifications
Third-party service failures beyond our control
Connectivity issues in customer networks
DNS failures outside Cloudheed infrastructure
Questions About SLA?
Contact our support team for SLA inquiries or to request service credits. Credit requests must be submitted within 30 days of the incident.