Service Level Agreement (SLA) – Cloudwalks

1. Scope of This Agreement

This Service Level Agreement (“SLA”) applies when you (“Customer”) subscribe to and pay for any Cloudwalks services that you have purchased and your account is active and in good standing. This includes Virtual Server Hosting Plans (Professional, Business) and Virtual Application Hosting Plans provided by Cloudwalks.

2. Definitions

Service Availability: The percentage of time in a given calendar month that your virtual servers are accessible and operational, as measured by Cloudwalks.

3. Service Level Goal

Cloudwalks is committed to delivering 99.9% service availability for our customers’ hosted services each month.

4. Remedies if Targets Aren’t Met

If the monthly service availability falls below the agreed target of 99%, Cloudwalks will issue service credits based on the level of uptime actually delivered. Credits are applied to future billing and calculated as a percentage of the monthly service charge for the affected service:

Up-time	Refund
99%-100%	0%
81% - 99.9%	5%
71% - 80%	10%
61% - 70%	20%
51% - 60%	30%
50% or below	100%

5. Exceptions

Customers are not eligible for credits under this SLA for downtime caused by events or conditions outside Cloudwalks’ direct control. These may include, but are not limited to:

Acts of nature, governmental actions, war, fire, flood, or strikes
Interruptions in third-party services such as Internet backbone or other networks
Scheduled maintenance or emergency upgrades
DNS and propagation delays outside Cloudwalks’ control
Customer’s own actions, misuse, custom coding, or breaches of acceptable use policies
Browser or local caching issues that make a service appear unavailable even when it is accessible

The SLA applies only to system components and infrastructure directly controlled by Cloudwalks (servers, routing hardware, and core network access).

6. How to Request a Credit

To request a service credit, customers must:

Email support [@] cloudwalks.com and billing [@] cloudwalks.com within 10 business days after the period of unavailability.
Include your registered email address and details of the downtime (dates and times).

Once verified by Cloudwalks, credits are applied within two billing cycles. Credits are non-refundable and may only be used toward future invoices.
The total credit issued for any given month will not exceed the fees paid by the customer for that month’s services.

7. Effect of This Agreement

This SLA outlines Cloudwalks’ commitment to reliable hosting and defines the remedies available to customers if the service falls below the guaranteed levels. It does not change any other terms of the Cloudwalks Terms and Conditions or other service agreements.