1. Service Availability Commitment
Fada Cloud commits to maintaining the following service availability levels:
| Service | Uptime Commitment | Monthly Downtime |
| Compute Instances | 99.9% | ≤ 43.8 minutes |
| Block Storage | 99.9% | ≤ 43.8 minutes |
| Load Balancers | 99.9% | ≤ 43.8 minutes |
| Virtual Private Cloud | 99.9% | ≤ 43.8 minutes |
| Control Panel/API | 99.5% | ≤ 3.6 hours |
2. Service Credits
If we fail to meet our uptime commitments, you are eligible for service credits:
| Monthly Uptime | Service Credit |
| ≥ 99.9% | No credit |
| 99.0% - 99.89% | 10% of monthly service fees |
| 95.0% - 98.99% | 25% of monthly service fees |
| < 95.0% | 50% of monthly service fees |
Credit Limitations
- Maximum credit of 50% of monthly service fees per service
- Credits are applied to future billings
- Credits must be requested within 30 days of the incident
- Credits are the sole remedy for availability failures
3. Support Response Times
Our support team provides different response levels based on issue severity:
| Severity Level | Description | Response Time |
| Critical | Service completely unavailable | ≤ 15 minutes |
| High | Significant service impairment | ≤ 1 hour |
| Medium | Partial service issues | ≤ 4 hours |
| Low | General questions, minor issues | ≤ 24 hours |
4. Exclusions
This SLA does not apply to service unavailability caused by:
- Scheduled Maintenance: Planned maintenance with 24+ hours advance notice
- Emergency Maintenance: Critical security or stability updates
- Customer Actions: Misconfigurations, exceeding quotas, or policy violations
- External Factors: Internet connectivity issues, third-party services
- Force Majeure: Natural disasters, governmental actions, or other uncontrollable events
- Network Issues: Problems beyond our network infrastructure
- Customer Environment: Issues within customer applications or configurations
5. Monitoring and Measurement
Service Monitoring
We continuously monitor our services using:
- Automated monitoring systems with 30-second intervals
- Multiple monitoring points for comprehensive coverage
- Real-time alerting for service degradation
- Historical performance tracking and reporting
Availability Calculation
Monthly uptime percentage is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
6. Maintenance Windows
Scheduled Maintenance
- Frequency: Monthly maintenance windows as needed
- Duration: Maximum 4 hours per maintenance window
- Timing: Outside business hours (Jordan time)
- Notice: Minimum 24 hours advance notification
Emergency Maintenance
- Critical security updates may require immediate maintenance
- We will provide as much advance notice as possible
- Emergency maintenance is excluded from SLA calculations
7. Service Credit Process
To request service credits:
- Submit Request: Email support@fada.cloud within 30 days
- Include Information: Account details, affected services, and time period
- Review Process: We will investigate and respond within 5 business days
- Credit Application: Approved credits are applied to your next bill
8. Performance Metrics
We track and report on:
- Availability: Service uptime percentages
- Response Times: API and interface performance
- Resolution Times: Average time to resolve issues
- Customer Satisfaction: Support ticket ratings
Monthly performance reports are available in your customer portal.
9. SLA Updates
We may update this SLA to:
- Improve service commitments
- Add new services or features
- Clarify existing terms
Material changes will be communicated with 30 days advance notice.
10. Contact Information
For SLA-related questions or to request service credits:
Our Commitment to You
This SLA represents our commitment to providing reliable, high-performance cloud services.
We continuously invest in infrastructure and monitoring to exceed these commitments.
Questions About Our SLA? 
