Skip to main content

Product Service Level Agreements (SLAs)

Validated on 21 Jun 2023 - Last edited on 21 Jun 2023

FibaCloud provides Service Level Agreements (SLAs) for several of its products, including Instances, Block Storage, and Kubernetes Control Plane. SLAs display our commitment to deliver a high level of availability for customers. This article defines our agreements for each product for which we have an SLA.

These SLAs are the policies governing the use of the FibaCloud services and they apply separately to each account using the services. In the event of a conflict between the terms of an SLA and the terms of the FibaCloud Customer Agreement, or any other agreement with us governing your use of our services (the Agreement), the terms and conditions of the services respective SLA apply, but only to the extent of such conflict.

See the Credit Request and Payment Procedures section for information about how to request service credits for SLA violations.

Instances​

Service Commitment​

The FibaCloud Instance service provides a 99.98% uptime SLA per month.

Service Credits​

Service Credits are calculated as a percentage of the charges paid by you for the Instance(s) that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the table below.

Monthly UptimeService Credit
less than 99.98%100% of lost time at the hourly rate incurred

Block Storage​

Service Commitment​

The FibaCloud Block Storage service provides a 99.98% uptime SLA per month.

Service Credits​

Service Credits are calculated as a percentage of the charges paid by you for the storage(s) that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.

Monthly UptimeService Credit
less than 99.98%100% of lost time at the hourly rate incurred

Security​

While we do not provide any SLAs related to security, we maintain several security certifications, including AICPA SOC 2 Type II and SOC 3 Type II certifications. For more information about how FibaCloud takes steps to secure your data, see our Trust platforms FAQ.

Credit Request and Payment Procedures​

You can request for a service credit by contacting Support. To be eligible, the credit request should be received by us within three (3) months of the end of the billing cycle when the issue occurred.

Once we validate and confirm the claim request, your account is credited with service credits in the billing cycle following when you filed the claim.

Definitions​

The terms used in this SLA document are defined as follows:

  • Monthly Uptime: For a given service, monthly uptime is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the service was unavailable. If your resources exist for only part of the month, availability is calculated over the portion of the month during which it existed. Monthly uptime measurements exclude unavailability resulting directly or indirectly from any SLA exclusion.
  • Service Credit: Credit in terms of $USD issued to the associated FibaCloud account.
  • Unavailability: All the requests to a resource fail for more than 5 minutes.