This Service Level Agreement (SLA) applies to you ("customer") if you currently
hold an account with any Cloud Storage Services from CloudTB (the
"Services") and your account is current (i.e., not past due) with CloudTB.
CloudTB offers a monthly Uptime Guarantee of 99.9% (“Guarantee”) for the Cloud Storage Services You purchase from Us. If We fail to meet this Guarantee, as solely
determined by Us, due to an internal infrastructure or equipment failure, You
will be eligible for a Service cycle prolongation for the time the Service was
unreachable. The maximum Service cycle prolongation given may be one (1) month
of service extension. Downtime must be confirmed by a staff member of our Support
Team.
As used herein, the term "Service Availability" means the percentage of a
particular month (based on 24-hour days for the number of days in the subject
month) that the data/content of customer's service is available for access by third
parties via FTP / SFTP / FTPs / FTPes / HTTP / HTTPS, as measured by CloudTB.
We offer 99.9% Monthly Uptime Guarantee for all our Cloud Storage Services.
The first forty-five (45) minutes, i.e. 0.1%, of Service unavailability per
month are not eligible.
If the Service has been up for less than 99.9% we'll offer a 1-day Service cycle
prolongation for each hour the server has been down below this limit. Please
note that all calculations are done only for 30 calendar days of the current
calendar month.
For non-scheduled maintenance/downtime, we'll offer a 1-day Service cycle
prolongation for each hour of downtime experienced.
Restriction and Limitation
Customer shall not receive any prolongation under this SLA in connection with
any failure or deficiency of Service Availability caused by or associated with:
⇒ DDoS or similar attacks on Our Cloud Servers or Data Storage Nodes.
⇒ Third-party software/firmware/hardware failure, that are not reasonably foreseeable.
⇒ You maxing Your resource container or over using the allotted resources
⇒ Issues resulting from any coding errors, page errors or omissions by You.
⇒ Interruptions caused by You from custom scripting, coding or the installation
of third-party applications.
⇒ Malware/Hack code on your allotted resources injected through weak passwords or keyloggers
⇒ Network conditions across the internet (outside of our network), such as
between Your ISP and Our data center.
⇒ Firewall blocks/bans or local ISP network blocks.
⇒ Browser or DNS or Network caching/transmission issues .
⇒ Scheduled maintenance and emergency maintenance and upgrades
⇒ Account suspended for TOS or AUP or FUP violations
⇒ Outages related to the reliability of certain programming environments.
⇒ Any other circumstances beyond our control, including Partial or Complete data loss.
⇒ False SLA breaches reported as a result of outages or errors of any
CloudTB's measurement system.
⇒ Any act of God or force majeur which results in the failure of the service.
Please ensure that you always retain offline copies of all of your uploaded files on your external storage system or on your personal computer or any other form of storage media outside of your cloud account. You further acknowledge that you only upload files that you have already backed up on your local device/offline media and CLOUDTB accepts no responsibility/liability for any data loss at any situation.
In order to receive a SLA prolongation, customer must make a request by opening
a ticket through our Support Center at CloudTB.com/support
Each request in connection with this SLA must include customer's account name
(per customer's control panel login) and the dates and times of the
unavailability of customer's service and must be received by CloudTB within
ten (10) business days after customer's service was not available. If the
unavailability is confirmed by CloudTB, prolongation will be applied within
two billing cycles after CloudTB's receipt of customer's SLA prolongation
request.