Service Level Agreement – SLA

This Service Level Agreement (“SLA”) is a policy governing the use of Cloud HM Company Limited’s (“Cloud HM”) Cloud Server and Cloud Backup service by the end users. This SLA applies separately to each account using Cloud Server and/or Cloud Backup. Cloud HM will use commercially reasonable efforts to make our Cloud Server and Cloud Backup services available with a Monthly Uptime Percentage (defined below) of at least 99.9%.

  1. Definitions for SLA
    1. Downtime means the amount of time all customers are unable to use Cloud Server and Cloud Backup.
    2. Monthly Uptime Percentage means the number of minutes the system is available for use divided by the total number of minutes available for that usage year.
    3. Refund policy in the event of not being able to honor SLA commitment
      Monthly Uptime PercentageMonthly Service Credit Refund for Affected Month
      99.8% to 99.0% 10%
      less then 99.0% 35%
      Refunds can only be credited back to your account for future purchases/invoices.
  2. The end user bears the responsibility of requesting for the refund. 
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