1. Introduction
This Service Level Agreement (“SLA”) defines the service levels, performance metrics, responsibilities, and remedies associated with the cloud hosting and server services provided by Japan Cloud Servers (“Provider”, “we”, “us”, “our”) to you (“Customer”, “you”). This SLA is part of and subject to our Terms of Service and governs your use of our services. Vaia
2. Scope of Services
This SLA applies to the following services offered by Japan Cloud Servers:
- Dedicated Servers
- VPS Hosting
- Cloud Servers
- Web Hosting
- Storage and Backup Services
Services not explicitly mentioned are outside the scope of this SLA.
3. Service Availability (Uptime Guarantee)
Japan Cloud Servers guarantees [99.9% or specify uptime]% uptime for covered services measured on a monthly basis, excluding scheduled maintenance windows.
Uptime is defined as the total time services are operational and accessible over a calendar month. Cyfuture Cloud
Service Unavailability (Downtime) does not include:
- Scheduled maintenance notified in advance
- Outages outside our network or control
- Force majeure events
- Customer misconfiguration or security breaches
4. Performance Metrics & Monitoring
We continuously monitor service performance to ensure compliance with SLA targets. Key performance indicators (KPIs) include:
- Uptime Percentage for each hosted service
- Network stability and connectivity
- System response and availability
Reports may be provided upon request or as part of your service dashboard.
5. Support Response & Resolution Times
Japan Cloud Servers provides tiered support based on issue severity:
| Priority | Incident Type | Response Time | Resolution Target |
|---|---|---|---|
| P1 | Critical outage | < 1 hour | As soon as possible |
| P2 | Major impact | < 4 hours | Within 8 hours |
| P3 | Minor issue | < 12 hours | Within 24 hours |
| P4 | General inquiry | < 24 hours | Within 3 business days |
Support is available via ticket, email, or control panel helpdesk. Response times may vary by service level and package.
6. Remedies & Service Credits
If Japan Cloud Servers fails to meet the uptime guarantee in a given month, Customers may be eligible for service credits, calculated as a percentage of the monthly service fee.
| Monthly Uptime | Service Credit % |
|---|---|
| ≥ 99.0% and < SLA | 5% |
| ≥ 95.0% and < 99.0% | 10% |
| < 95.0% | 20% |
How to Claim:
To receive service credits, Customers must submit a request via support ticket within 30 days of the end of the affected month. Credits are applied to future invoices and do not represent cash refunds. Medhacloud
7. Customer Responsibilities
Customers must:
- Use the services according to our Acceptable Use Policy
- Report issues promptly via the proper support channel
- Provide accurate technical details when troubleshooting
- Ensure customer systems are properly configured
- Failing to meet these responsibilities may delay response/resolution times or invalidate credit claims.
8. Exclusions & Limitations
This SLA does not apply to failures or issues caused by:
- Scheduled maintenance
- Third-party services outside our control
- Customer-initiated changes
- Network issues beyond our infrastructure
9. SLA Modifications
Japan Cloud Servers may update or modify this SLA from time to time. Changes take effect when posted on this page and your continued use of services constitutes acceptance.
10. Termination
If service levels consistently fall below targets and no improvement plan is agreed, either party may request review or termination under the Terms of Service.