This Service Level Agreement ("SLA") defines the uptime commitments, measurement methodology, exclusions, and remedies applicable to Neon Cloud's production Services. This SLA is incorporated by reference into the Terms & Conditions and applies to all customers on paid plans.
4.1 Definitions
- ·Monthly Uptime Percentage: The total minutes in a calendar month minus the minutes of Downtime, divided by the total minutes in the month, expressed as a percentage.
- ·Downtime: A period during which the Service is unavailable to the Customer, as determined by Neon Cloud's monitoring systems. Downtime begins when Neon Cloud confirms the issue and ends when the Service is restored.
- ·Service Credit: A percentage of the Customer's monthly bill for the affected Service, credited to the Customer's account as the sole and exclusive remedy for SLA breaches.
4.2 Uptime Commitments
| Service | SLO (Internal) | SLA (Customer) |
|---|---|---|
| Compute — Single VM | 99.95% | 99.95% |
| Compute — Multi-AZ | 99.95% | 99.95% |
| Block Storage | 99.95% | 99.9% |
| Object Storage (Availability) | 99.95% | 99.9% |
| Object Storage (Durability) | 99.999999999% | 99.999999999% |
| Virtual Network / VPC | 99.95% | 99.9% |
| Load Balancer | 99.95% | 99.9% |
| Control Plane / API | 99.95% | 99.9% |
| Managed Database | 99.95% | 99.9% |
| DRaaS (Disaster Recovery) | 99.9% | 99.5% |
4.3 Service Credit Structure
| Monthly Uptime Percentage | Service Credit (% of Monthly Bill) |
|---|---|
| < SLA Target but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Maximum aggregate service credits in any calendar month shall not exceed fifty percent (50%) of the Customer's monthly spend on the affected Service. Service credits are non-transferable, non-refundable, and apply only to the affected service's charges.
4.4 Credit Request Process
To request a service credit, the Customer must submit a support ticket within thirty (30) days of the Downtime event. The request must include the affected service, date and time of the incident, duration of impact, and any relevant logs or screenshots.
Neon Cloud will review and respond within ten (10) business days. Approved credits are applied to the next billing cycle.
4.5 SLA Exclusions
The following are excluded from Downtime calculations and do not qualify for service credits:
- ·Scheduled maintenance performed with at least seventy-two (72) hours' advance notice via email and control panel notification. Emergency maintenance with shorter notice is limited to critical security patches and will not exceed four (4) hours per month.
- ·Force majeure events including natural disasters, acts of war, pandemics, government actions, widespread internet outages, and third-party carrier failures.
- ·Customer-caused issues including misconfiguration, self-inflicted DDoS, exceeded resource quotas, or actions by Customer's users or end customers.
- ·Issues arising from beta, preview, or free-tier services.
- ·Account suspension due to AUP violations or non-payment.
- ·DNS issues outside Neon Cloud's managed DNS infrastructure.
- ·Third-party software or services not provided by Neon Cloud.
4.6 Maintenance Windows
Scheduled Maintenance
Tuesday and Thursday, 02:00–06:00 IST (UTC+5:30). Maintenance windows are communicated at least seventy-two (72) hours in advance.
Emergency Maintenance
May be performed at any time for critical security vulnerabilities or platform stability issues. Neon Cloud will provide as much advance notice as reasonably possible and will communicate updates via status page (status.neoncloud.com), email, and control panel.
4.7 Monitoring & Reporting
Neon Cloud operates an AI-driven Network Operations Centre (NOC) providing 24/7 infrastructure monitoring. Customers have access to a real-time status page at status.neoncloud.com displaying current service health, historical uptime data, and incident reports.
Monthly uptime reports are available upon request for Enterprise and Strategic support tier customers.
4.8 Hardware Failure
In the event of a hardware failure affecting a Customer's instance, Neon Cloud's sole obligation is to provision an equivalent replacement compute node as soon as reasonably possible.
If the affected workload was enrolled in a Neon Cloud backup or DRaaS plan with a valid Recovery Point Objective (RPO), Neon Cloud will assist with restoration on a best-effort basis.
Important: For workloads not enrolled in a Neon Cloud backup plan, the Customer is solely responsible for backup and disaster recovery design, implementation, and testing.