Service Level Agreement (SLA)

QoCloud guarantees availability of each server of at least 99.9% per calendar month, which means no more than 43 minutes of unavailability through QoCloud's fault per month.

A server is considered unavailable if it does not respond over the network or cannot be started because of a hardware failure, a failure of the data center network or virtualization systems, or QoCloud errors, and this is confirmed by our monitoring or by an incident on the status page.

Availability = (minutes in the month − minutes of unavailability through QoCloud's fault) / minutes in the month × 100%.

Unavailability is counted from the moment our monitoring detects it or the Client contacts support (whichever comes first) until service is restored.

The periods listed in section 4 of the Refund Policy are excluded: scheduled and emergency maintenance, actions of the Client, attacks on the Client's server, suspension for violations and non-payment, external networks and force majeure.

We announce scheduled maintenance at least 24 hours in advance on the status page (qocloud.tech/status) and by email to owners of affected servers. Scheduled maintenance totals no more than 4 hours per month. Maintenance time beyond that counts as unavailability.

Emergency work to eliminate security threats is carried out without prior notice and is posted on the status page when it starts.

If unavailability lasted continuously for more than 72 hours or monthly availability was below 95%, the Client may, instead of compensation, terminate the agreement for the server and receive a refund of the cost of the unused term (Refund Policy, section 3).

Total compensation for a month does not exceed the monthly price of the server.

Create a ticket in the "Billing" section within 14 days after the end of the month. Specify the server and the approximate period of unavailability. We will check the rest ourselves.

Current service status, incidents and 90-day availability history are published at qocloud.tech/status.