This template is general business content and is not legal advice. Update it to match Cyclone Hosting's actual practices and obtain legal review where appropriate.
1. Scope
This Service Level Agreement applies only to services specifically identified as covered by an uptime commitment.
Before publishing, replace the general wording with the exact uptime percentage, credit schedule, exclusions, and claim deadline Cyclone Hosting will honor.
2. Availability Measurement
Availability should be measured using Cyclone Hosting monitoring records for the covered service during the applicable billing period.
A service is generally considered unavailable when the covered server or network is unreachable because of a qualifying Cyclone Hosting infrastructure issue.
3. Exclusions
Downtime or performance issues caused by the following events should generally be excluded from SLA calculations.
- Scheduled or emergency maintenance.
- Customer code, configuration, scripts, plugins, applications, or content.
- Account suspension, nonpayment, policy enforcement, or resource-limit violations.
- Distributed denial-of-service attacks, malicious traffic, or security events.
- Internet, carrier, upstream, third-party, registry, DNS, software, or payment-provider failures outside reasonable control.
- Force majeure events and other circumstances beyond reasonable control.
4. Service Credits
Where a valid SLA claim is approved, the remedy should be limited to an account credit according to the final published credit schedule.
Credits are not cash refunds, cannot exceed the amount paid for the affected covered service during the relevant period, and do not apply automatically.
5. Claim Process
Submit an SLA claim through the billing or support portal within the final published claim period.
Include the affected service, date and time of the incident, duration, symptoms, and any supporting evidence.
Questions About This Policy?
Contact Cyclone Hosting through the contact page or client support portal.
Contact Cyclone Hosting