Service Level Agreement

This Service Level Agreement ("SLA") describes the service standards, support commitments, uptime targets, and operational policies applicable to hosting services provided by Cloudy24.

By using Cloudy24 services, customers agree to comply with this SLA along with our Terms of Service, Acceptable Use Policy, Privacy Policy, and applicable laws including the Information Technology Act, 2000 (India).

Definitions

• "Cloudy24", "we", "us", or "provider" refers to Cloudy24.com.
• "Customer", "you", or "client" refers to any person or organization using Cloudy24 services.
• "Service" refers to hosting, VPS, reseller, cloud, dedicated server, domain, email, or related solutions provided by Cloudy24.
• "Downtime" means total accumulated minutes in a calendar month during which the Service is unavailable, excluding scheduled maintenance, force majeure events, and customer-caused interruptions.
• "Monthly Uptime Percentage" is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100.

Network Availability & Uptime

Cloudy24 targets 99.9% monthly network availability for shared, reseller, and VPS hosting services. This commitment excludes scheduled maintenance windows, third-party network outages, force majeure events, cyber attacks, customer-side misconfigurations, and any circumstance beyond our reasonable control.

Uptime is measured on a per-calendar-month basis from our network monitoring systems. Planned maintenance activities will be communicated via email or our status page wherever possible and are excluded from uptime calculations.

Support & Response Times

Cloudy24 provides technical assistance for active hosting services via support tickets, email, WhatsApp, and live chat. Support requests are classified by priority and handled accordingly:

• Response times are measured from the time a ticket is received during business hours (Mon–Sat, 10:00 AM – 7:00 PM IST). Critical issues are monitored 24/7.
• Troubleshooting of third-party applications (WordPress plugins, custom scripts, etc.) is provided on a best-effort basis and is not covered under response time guarantees.

Scheduled Maintenance

Cloudy24 may perform scheduled upgrades, security patches, hardware replacements, or maintenance activities required for platform stability and security. Where possible, maintenance is scheduled during low-traffic hours (12:00 AM – 6:00 AM IST) with at least 24 hours advance notice via email.

Scheduled maintenance windows are excluded from uptime calculations and do not qualify for service credits.

Customer Responsibilities

• Customers are responsible for maintaining independent backups of all websites, applications, emails, and databases. Cloudy24 backups are a convenience, not a guarantee.
• Customers must maintain strong, unique passwords and secure access practices for their hosting accounts, control panels, and FTP/SSH credentials.
• Customers must ensure their hosted content and applications comply with all applicable Indian laws and Cloudy24's Acceptable Use Policy.
• Customers are responsible for keeping their software, CMS, plugins, and themes updated to prevent security vulnerabilities.

Security & Abuse

Cloudy24 prohibits phishing, malware distribution, spam sending, unauthorized access attempts, copyright infringement, cryptocurrency mining abuse, DDoS attacks, illegal content hosting, and any other harmful or unlawful activity on our infrastructure.

Accounts found engaging in abusive activity will be suspended immediately without prior notice. Accounts posing a risk to other customers or our network may be terminated without refund.

Backup Disclaimer

Where Cloudy24 offers backup features, they are provided as a convenience only. Cloudy24 does not guarantee backup availability, frequency, completeness, or successful restoration. Customers are solely responsible for maintaining their own independent off-site backups of all critical data.

Service Credits

If Cloudy24 fails to meet the monthly uptime target, eligible customers may request service credits as compensation. Credits are calculated based on the monthly uptime percentage achieved:

• Credits apply only to the directly affected hosting service and billing period.
• Credit requests must be submitted to legal@cloudy24.net within 7 days of the incident with supporting details.
• Total credits in any calendar month shall not exceed one month of the recurring service fee for the affected service.
• Credits are applied as account balance and are not redeemable for cash.

Limitation of Liability

Cloudy24 shall not be liable for indirect, incidental, special, or consequential damages including loss of data, profits, revenue, business interruption, or reputational harm arising from use of or inability to use the Services.

Cloudy24's maximum aggregate liability for any claim related to the Services shall not exceed the total fees paid by the customer for the affected service during the 30 days immediately preceding the event giving rise to the claim.

Account Suspension & Termination

Non-Payment: If a service invoice remains unpaid beyond the due date, Cloudy24 will send a reminder. Services will be suspended after 3 days of non-payment following the due date. Suspended accounts that remain unpaid for 15 days may be terminated and data permanently deleted.

Abuse / Policy Violation: Services involved in illegal activity, abuse, or violations of Cloudy24's Acceptable Use Policy may be suspended immediately without notice and terminated without refund.

Data Retrieval Window: Upon termination (except for abuse-related terminations), customers have 7 days from the termination date to request a data export. After this period, all account data is permanently and irreversibly deleted from our systems.

Force Majeure

Cloudy24 shall not be held responsible for any delay or failure in performance resulting from causes beyond our reasonable control, including but not limited to: natural disasters, floods, earthquakes, fire, pandemics, war, terrorism, government restrictions, power grid failures, upstream internet provider outages, DDoS attacks, or actions of third-party infrastructure providers. In such events, Cloudy24 will use reasonable efforts to restore service as quickly as possible and communicate status updates to affected customers.

Governing Law & Jurisdiction

This SLA and any disputes arising from it shall be governed by and construed in accordance with the laws of India, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023. Any legal disputes shall be subject to the exclusive jurisdiction of the courts located in Delhi, India.

Customers are encouraged to first contact our support team to resolve any disputes informally before pursuing legal action.

Policy Changes

Cloudy24 reserves the right to modify this SLA at any time. Material changes will be communicated via email or a notice on our website at least 7 days before taking effect. Continued use of Cloudy24 services after the effective date of a revised SLA constitutes your acceptance of the updated terms.

Thank you for choosing Cloudy24.