Service Level Agreement
Last Updated: July 24, 2025
This Service Level Agreement ("SLA") governs the use of Patrii Cloud services and defines service availability commitments.
1. Service Availability
| Service | Availability Target |
|---|---|
| Compute Instances (VPS) | 99.9% |
| Block Storage | 99.95% |
| Object Storage | 99.99% |
| Networking | 99.9% |
| API Endpoints | 99.9% |
| Dashboard | 99.5% |
Availability is calculated on a monthly basis, excluding scheduled maintenance windows.
2. Service Credits
If we fail to meet our availability commitments, you are eligible for service credits:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| 90.0% - 95.0% | 50% |
| Below 90.0% | 100% |
3. Definitions
Downtime
Any period where the service is unavailable or fails to respond to requests, excluding planned maintenance.
Monthly Uptime Percentage
Total minutes in a month minus downtime minutes, divided by total minutes in the month, multiplied by 100.
Service Credit
A percentage of monthly fees credited to your account for future use, not exceeding the monthly service fee.
Emergency Maintenance
Unplanned maintenance required to address critical security or stability issues.
4. SLA Exclusions
This SLA does not apply to:
- Features or services labeled as alpha, beta, or preview
- Downtime caused by factors outside our reasonable control
- Customer misconfigurations or unsupported use cases
- Suspension due to Terms of Service violations
- Scheduled maintenance performed with proper notice
- Issues arising from third-party software or services
- Force majeure events
5. Support Response Times
We provide tiered support with the following response time commitments:
| Severity Level | Initial Response | Target Resolution |
|---|---|---|
| Critical (S1) Production system down | 30 minutes | 4 hours |
| High (S2) Production system impaired | 2 hours | 24 hours |
| Medium (S3) Non-critical issue | 8 hours | 72 hours |
| Low (S4) General questions | 24 hours | Best effort |
6. Maintenance Windows
Scheduled Maintenance
Scheduled maintenance is performed during our maintenance window: Sundays 02:00-06:00 EST. We provide at least 7 days advance notice for scheduled maintenance.
Emergency Maintenance
Emergency maintenance may be performed with as much notice as reasonably possible under the circumstances.
7. Monitoring and Reporting
We continuously monitor our services and provide:
- Real-time status page at status.patrii.ca
- Proactive incident notifications
- Monthly availability reports
- Historical uptime data
- API for programmatic status checks
8. Customer Responsibilities
To ensure optimal service delivery, customers must:
- Maintain current contact information
- Implement appropriate backup strategies
- Follow security best practices
- Report issues promptly with necessary details
- Maintain compatible client software
- Plan for disaster recovery
9. Service Credit Request Process
To request service credits:
- Submit a request within 30 days of the incident
- Include your account information and affected services
- Provide the dates and times of unavailability
- We will review and respond within 10 business days
- Approved credits will be applied to your next invoice
10. Changes to This SLA
We may modify this SLA with 30 days notice. Continued use of services after changes constitutes acceptance of the modified SLA.
11. Contact Information
For SLA-related inquiries:
Support Email: support@patrii.ca
Status Page: status.patrii.ca