This Service Level Agreement (SLA) describes the availability and support levels Nebora Cloud commits to for its services, and the service credits you receive if we fall short. It forms part of your contract with us.
1. Scope
This SLA applies to the following services when they are provided under a signed contract: Public Cloud, Private Cloud, Hybrid Cloud, Colocation, Connectivity, Managed Cloud, Backup, Disaster Recovery and Monitoring.
Remote Hands, Managed Security and Managed On-Prem are covered by the support response times in section 4 and by the service description in your contract.
Where your contract sets different service levels, the contract takes precedence.
2. Monthly availability commitment
We commit to 99.95% monthly availability for each service covered by this SLA. Availability is calculated per calendar month:
Availability (%) = (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100
Downtime is any period of at least one minute in which the service is unavailable to you, as confirmed by our monitoring or by a support ticket you open. Planned maintenance and the exclusions in section 6 are not counted as downtime.
Example: a 30-day month has 43,200 minutes. 99.95% availability allows up to 21.6 minutes of downtime in that month.
3. Service credits
If monthly availability falls below the commitment, you receive a credit on the monthly fee of the affected service:
| Monthly availability | Service credit |
|---|---|
| Below 99.95% | 10% of the monthly fee |
| Below 99.5% | 25% of the monthly fee |
| Below 99.0% | 50% of the monthly fee |
Only the highest applicable credit applies. Credits are calculated on the monthly fee of the affected service only, are capped at 50% of that fee per month, are applied to your next invoice and cannot be exchanged for cash.
4. Support priorities and response times
Our Network Operations Center (NOC) is staffed 24/7. Response time is measured from the moment a ticket is created in the Client Portal until an engineer responds and starts working on it.
| Priority | Description | First response | Status updates |
|---|---|---|---|
| P1 — Critical | A production service is down or seriously degraded for many users. | 30 minutes, 24/7 | Every hour |
| P2 — High | A production service is degraded, or a key function is unavailable but a workaround exists. | 2 hours, 24/7 | Every 4 hours |
| P3 — Normal | A non-critical issue or a question affecting a small number of users. | 1 business day | Every business day |
| P4 — Low | Requests for information, changes and planned work. | 2 business days | As agreed |
Business days are Monday to Friday, excluding Bulgarian public holidays. Please report P1 and P2 issues through the Client Portal with the correct priority.
5. Planned maintenance
Planned maintenance takes place in a standard window from 23:00 to 05:00 Sofia time (EET/EEST), Tuesday to Thursday. We announce planned maintenance at least 5 business days in advance, by email and in the Client Portal.
Most maintenance causes no interruption, because our infrastructure is designed to be serviced while it runs. If an interruption is expected, the announcement states its expected duration.
Emergency maintenance to fix a security vulnerability or prevent an outage may be carried out at shorter notice. If emergency maintenance makes a service unavailable, the time counts as downtime.
6. Exclusions
The following are not counted as downtime:
- Planned maintenance announced in line with section 5.
- Problems caused by your own software, configuration, equipment or actions, or by people acting on your behalf.
- Problems with networks, services or equipment outside our control, such as your own internet provider.
- Suspension of a service under the Terms of Service, for example for unpaid invoices or misuse.
- Force majeure events as defined in the Terms of Service.
- Features clearly marked as preview or beta.
7. How to claim a service credit
- Open a ticket in the Client Portal within 30 days after the end of the affected month.
- Include the affected service, the dates and times of the downtime, and any related ticket numbers.
- We review the claim against our monitoring data and reply within 10 business days.
- Approved credits are applied to your next invoice.
Service credits are your sole remedy for missing the availability commitment, unless your contract states otherwise.
Questions about this SLA?
Our team will explain how it applies to your services.