Service Level Agreement

Introduction

GreenCloud is committed to delivering highly available cloud and infrastructure services. This Service Level Agreement ("SLA") defines the service availability commitments provided to customers, and the compensation available if these commitments are not met.

This SLA supplements and forms part of GreenCloud's Terms of Service.

Uptime Guaranteed for Critical Workloads

GreenCloud maintains a 99.99% Network and Power Uptime Guarantee for all Virtual Servers, Cloud Resources, VDS, and Dedicated Servers.

Our infrastructure is designed for business-critical workloads and is supported by:

  • Enterprise-grade datacenter facilities across multiple global locations
  • Redundant power and network infrastructure provided by our datacenter partners
  • UPS-backed power systems and generator redundancy
  • Proactive 24/7 server and network monitoring
  • Established incident response and hardware replacement procedures

Availability Definition

Service Availability is defined as the ability of a customer's service to transmit and receive data through GreenCloud's network infrastructure while remaining powered and operational.

Availability is calculated monthly as follows:

Availability (%) = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100

For SLA purposes, downtime is measured only when a service becomes completely unavailable due to a failure within GreenCloud's infrastructure and is confirmed by GreenCloud's monitoring systems.

Hardware Replacement

For Dedicated Servers, GreenCloud will make commercially reasonable efforts to diagnose and replace failed hardware components as quickly as possible following confirmation of a hardware failure.

Hardware replacement timelines may vary depending on component availability, datacenter procedures, remote hands availability, and the nature of the failure.

If identical replacement hardware is unavailable, GreenCloud may provide equivalent replacement hardware or a temporary alternative solution where reasonably possible.

This guarantee does not cover data loss resulting from hardware failure. Customers are strongly encouraged to maintain independent backups.

Hardware Failure Resolution

In the event of a confirmed hardware failure that cannot be resolved within a commercially reasonable timeframe, GreenCloud may, at its sole discretion:

  • Provision an equivalent replacement service in the same or an alternative location;
  • Refund the unused portion of the affected service; or
  • Provide service compensation of up to thirty (30) days in accordance with this SLA.

The maximum compensation for any hardware failure shall not exceed thirty (30) days of service.

GreenCloud will make every reasonable effort to preserve customer data during hardware-related incidents. However, customers remain solely responsible for maintaining independent backups, and GreenCloud shall not be liable for any data loss resulting from hardware failures.

Packet Loss Commitment

GreenCloud continuously monitors its network infrastructure and aims to maintain minimal packet loss within its network.

Packet loss occurring within third-party carrier, transit, or customer networks is not covered by this SLA.

Service Credit Schedule

If an eligible service experiences downtime due to a failure within GreenCloud's infrastructure, customers may request compensation in the form of a service usage time extension according to the following schedule:

  • Less than 30 minutes: No compensation
  • 30–119 minutes: 1 day extension
  • 120–239 minutes: 3 days extension
  • 240–479 minutes: 7 days extension
  • 480–1439 minutes: 14 days extension
  • 1440+ minutes: 30 days extension

This compensation table applies only to the affected service. The maximum service extension available under this SLA for any single incident shall not exceed thirty (30) days.

SLA Compensation Requests

To qualify for SLA compensation:

  • A support ticket must be opened within seventy-two (72) hours of the incident.
  • The customer must specifically request SLA compensation.
  • The affected service must remain active and in good standing.
  • The account must not be suspended for non-payment, abuse, or violations of GreenCloud's Terms of Service.

GreenCloud reserves the right to verify all reported outages using its internal monitoring systems, infrastructure logs, and operational records.

SLA Exclusions

The following events are excluded from this SLA:

  • Scheduled maintenance announced at least twenty-four (24) hours in advance.
  • Emergency maintenance necessary to preserve platform stability, security, or data integrity.
  • Customer-requested shutdowns, reboots, reinstalls, migrations, or configuration changes.
  • Software, operating system, application, or control panel failures within the customer's service.
  • Customer configuration errors.
  • Customer firewall, routing, DNS, or networking issues.
  • Actions performed by the customer or third-party software.
  • DDoS attacks, malicious activity, or abuse directed at the customer's service.
  • Abuse-related suspensions.
  • Customer migrations, infrastructure upgrades, hardware replacements, or maintenance activities announced in advance.
  • Service interruptions caused by failures of datacenter facilities, upstream carriers, transit providers, internet exchanges, or other third-party infrastructure outside GreenCloud's direct control.
  • Force majeure events, including but not limited to natural disasters, war, terrorism, labor disputes, governmental actions, or other circumstances beyond GreenCloud's reasonable control.

Scope of SLA Application

This SLA applies to:

  • Windows VPS
  • KVM VPS
  • Cloud Resources
  • VDS
  • Dedicated Servers
  • Dedicated Apple hardware and macOS services

This SLA does not apply to:

  • Proxy services
  • Beta or experimental services
  • Free services

Limitation of Liability

Service compensation provided under this SLA constitutes the customer's sole and exclusive remedy for any failure by GreenCloud to meet the service commitments described herein.

Under no circumstances shall GreenCloud be liable for indirect, incidental, consequential, special, punitive, or exemplary damages arising from any service interruption.