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On this page, you can read our service level agreements (SLAs) and non-disclosure agreements (NDAs). Presentations with detailed descriptions of our services can be found on the Service Presentations page.
This document defines the service provider’s obligations to ensure service availability. It also includes information on response times, support availability, and the conditions under which compensation may be provided.
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An NDA (Non-Disclosure Agreement) is a legal document that establishes the rules for handling confidential information. It explicitly defines which information is considered confidential and must not be disclosed.
Download NDAThe service provider ensures the availability and stable operation of its services for 99.9% of the time per year, which corresponds to no more than 8.8 hours of downtime within a given calendar year.
POWER AVAILABILITY – 99,9%
NETWORK AVAILABILITY – 99,9%
VIRTUAL INFRASTRUCTURE AVAILABILITY – 99,9%
STORAGE-AS-A-SERVICE AVAILABILITY – 99,9%
Scheduled and emergency maintenances are excluded from the availability commitment.
As long as the total downtime does not exceed the Service Provider AVAILABILITY COMMITMENT the Customer is not entitled to receive any compensatory payment the given downtime.
The downtime is measured from the moment the service provider receives notification of a malfunction or service outage until the full restoration of normal service operation.
In the event of an unplanned service outage and the full exhaustion of the allowed downtime, the client has the right to request compensation.
The maximum amount of financial compensation, if granted, is 100% of the MRC of that particular service for one (1) month.
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