Service Level Agreement
Last updated: March 9, 2026
1. Service Commitments
CloudStore provides financially backed availability guarantees tailored to the operational tier:
- Developer Tier: 99.9% Uptime (Max allowable downtime: 43.8 minutes/month).
- Business Tier: 99.99% Uptime (Max allowable downtime: 4.38 minutes/month).
- Enterprise Tier: Custom SLA, up to 99.999% availability with dedicated isolated fault domains.
2. SLA Exclusions
Downtime measurements explicitly exclude: (i) Scheduled Maintenance communicated at least 7 days in advance; (ii) Force Majeure events (e.g., acts of God, widespread internet backbone failures); (iii) Service degradation caused by the Customer’s malformed API requests or exceeding provisioned rate limits (HTTP 429).
3. Service Credits
In the event CloudStore fails to meet the Uptime Guarantee, the Customer is eligible to receive Service Credits applied to future billing cycles:
- < 99.99% to 99.0%: 10% Credit
- < 99.0% to 95.0%: 25% Credit
- < 95.0%: 50% Credit