Neon Cloud Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) is a policy governing the use of Neon Cloud services. This SLA applies to all customers of Neon Cloud unless a separate SLA has been agreed upon.
1. Service Commitment
Neon Cloud is committed to providing a reliable and secure cloud infrastructure. Our uptime commitment for all services is 99.995% per calendar month. If we fail to meet this guarantee, you may be eligible for a Service Credit as described below.
Neon Cloud ensures its service delivery meets industry standards by investing in advanced infrastructure, high-availability architecture, and proactive monitoring systems. These measures help minimize potential disruptions and provide customers with seamless performance. Our commitment reflects our dedication to offering industry-leading services and addressing customers’ needs promptly.
2. Uptime Guarantee
2.1 Uptime Calculation
Uptime Percentage is calculated as:
Uptime Percentage=(1−Total Downtime in MinutesTotal Minutes in the Month)×100\text{Uptime Percentage} = \left(1 – \frac{\text{Total Downtime in Minutes}}{\text{Total Minutes in the Month}}\right) \times 100
Where:
- Total Downtime in Minutes: The sum of minutes when the service was unavailable.
- Total Minutes in the Month: Total minutes in the respective calendar month.
By ensuring these calculations are transparent, Neon Cloud provides customers with clarity and confidence. Our monitoring tools continuously assess uptime and reliability, enabling real-time insights and quick mitigation of issues.
2.2 Downtime Definition
“Downtime” refers to periods when the customer is unable to connect to Neon Cloud services due to issues within Neon Cloud’s control, excluding exceptions outlined below.
Downtime does not include instances such as degraded performance not affecting core functionalities or localized issues caused by factors outside Neon Cloud’s scope. By clearly defining Downtime, we set realistic expectations for service reliability.
3. Service Extensions
3.1 Extension Eligibility
If the Uptime Percentage falls below 99.9%, customers may request a Service Extension as follows:
| Uptime Percentage | Service Extension |
|---|---|
| ≥ 99.9% | No Service Extension |
| 99% to < 99.9% | Service Extension for 1 day beyond the service period |
| 98% to < 99% | Service Extension for 2 days beyond the service period |
| 97% to < 98% | Service Extension for 3 days beyond the service period |
| < 97% | Service Extension for 3 + n days, where n = 97 – Uptime |
Alternatively, Neon Cloud may offer equivalent credits or discounts at its discretion in the next billing cycle.
3.2 Extension Request Process
To request a Service Extension, customers must:
Submit a written request to Neon Cloud Support within 30 days of the incident.
Provide detailed information, including incident date, duration, and impact.
Neon Cloud will evaluate all claims and respond within 10 business days.
3.3 Extension Limitations
Service Extensions or equivalent credits are the sole and exclusive remedy for service disruptions under this SLA. Extensions or credits cannot exceed the customer’s monthly service fees for the affected period.
4. Exclusions
The SLA does not apply to:
- Scheduled Maintenance: Announced at least 48 hours in advance.
- Force Majeure Events: Events beyond Neon Cloud’s reasonable control, including natural disasters, acts of terrorism, and government actions.
- Customer Configuration Errors: Issues caused by improper customer configurations or third-party software.
- Network Issues: Downtime caused by external ISPs or other third-party networks.
- Unauthorized Activities: Downtime caused by customer’s violation of Neon Cloud’s Acceptable Use Policy.
These exclusions ensure clarity on circumstances where Neon Cloud cannot be held accountable. By identifying these exceptions, the SLA promotes realistic service expectations and mutual understanding.
5. Scheduled Maintenance
Scheduled maintenance activities are performed to improve service performance and reliability. Neon Cloud will:
- Notify customers via email or dashboard notifications at least 48 hours prior.
- Schedule maintenance during off-peak hours whenever possible.
By prioritizing transparency, we aim to minimize disruptions while continuously enhancing our systems. Neon Cloud’s approach ensures customers are informed and can plan around maintenance activities effectively.
5.1 Emergency Maintenance
In rare cases, emergency maintenance may be required to address critical vulnerabilities or mitigate imminent risks. While advance notice may not always be possible, Neon Cloud will strive to provide updates and minimize impact.
6. Monitoring and Reporting
Neon Cloud employs state-of-the-art monitoring tools to track service performance, uptime, and potential issues. Customers can access real-time status updates and incident reports via the Neon Cloud dashboard. This transparency empowers customers to stay informed about service health and operational metrics.
6.1 Incident Reporting
Customers are encouraged to report issues promptly via the available support channels. This collaboration between Neon Cloud and its customers ensures faster resolution of incidents and helps improve overall service quality.
7. Support
Neon Cloud offers 24/7 customer support through the following channels:
- Email: help@neoncloud.com
- Chat: Available via the Neon Cloud dashboard
- Phone: Contact details available in the customer portal and on the website
Our support team is trained to address technical concerns, assist with configurations, and provide guidance on best practices. By offering multiple communication channels, Neon Cloud ensures accessibility and prompt assistance.
7.1 Escalation Process
For critical issues requiring urgent attention, customers can escalate tickets by marking them as “Priority” in the support portal. Escalations are reviewed by senior technical staff to ensure swift resolution.
8. Amendments
Neon Cloud reserves the right to modify this SLA at any time. Changes will be communicated to customers at least 30 days prior to taking effect. Continued use of Neon Cloud services after the effective date of changes constitutes acceptance of the revised SLA.
Amendments aim to address evolving customer needs, technological advancements, and compliance requirements. By communicating changes transparently, Neon Cloud fosters trust and ensures alignment with customers.
9. Governing Law
This SLA is governed by the laws of Gurugram, Haryana, India without regard to its conflict of laws principles. Disputes arising from this SLA shall be resolved in Gurugram, Haryana, India.
This provision establishes the legal framework under which the SLA operates, ensuring clarity and consistency in addressing disputes.
10. Security and Data Privacy
Neon Cloud prioritizes the security and privacy of customer data. Our infrastructure complies with industry standards and regulatory requirements to ensure data protection. Security features include:
- Encryption: End-to-end encryption for data in transit and at rest.
- Access Control: Role-based access to safeguard against unauthorized access.
- Regular Audits: Periodic assessments to identify and address vulnerabilities.
Customers are encouraged to adopt strong password policies and monitor access logs to complement Neon Cloud’s security measures. Together, these efforts create a robust defense against potential threats.
11. Performance Optimization
Neon Cloud continuously works to enhance performance through:
- Infrastructure Upgrades: Investing in cutting-edge hardware and software.
- Load Balancing: Ensuring even distribution of workloads for optimal performance.
- Resource Scaling: Offering dynamic scaling options to handle traffic surges effectively.
These initiatives enable customers to experience high availability and performance tailored to their needs.
12. Customer Responsibilities
To ensure optimal service delivery, customers are responsible for:
- Maintaining accurate contact information.
- Adhering to Neon Cloud’s Acceptable Use Policy.
- Regularly updating software and configurations.
- Reporting incidents promptly for timely resolution.
By fulfilling these responsibilities, customers can maximize the benefits of Neon Cloud’s services while minimizing potential risks.
13. Feedback and Continuous Improvement
Neon Cloud values customer feedback and encourages suggestions to improve services. Feedback can be submitted via:
- Support portal feedback forms.
- Quarterly customer satisfaction surveys.
- Direct communication with account managers.
Customer insights play a vital role in shaping Neon Cloud’s roadmap and enhancing overall service quality.
14. Conclusion
This SLA underscores Neon Cloud’s commitment to reliability, performance, and customer satisfaction. By clearly defining service expectations, responsibilities, and remedies, this agreement fosters a strong partnership between Neon Cloud and its customers.
For any questions or concerns regarding this SLA, please contact us at legal@neoncloud.com.