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SLAs: Explained

At Cloudbear, we offer three distinct Service Level Agreements (SLAs) to meet the diverse needs of our customers: the Always SLA, the Office SLA and the Basic SLA. Each is designed to provide a clear framework for service availability, performance, and support.

The Service Level Agreements

  • Always SLA: Ideal for businesses that demand the highest level of availability and have critical services that need 24/7 monitoring and response. Based on the principles described in this document.
  • Office SLA: Ideal for businesses that primarily operate during standard office hours and require reliable, cost-effective support for their services. Based on the principles described in this document.
  • Basic SLA: Our most offordable SLA for single servers and basic applications. Works different then our Office and Always SLA's.

What is included?

Please note, this page is only relevant for our Always SLA and Office SLA. Please see this page for detailed information regarding our Basic SLA.

Our Always and Office SLA ensures your environment is managed and maintained with the following standard features:

  • Monitoring: All the system components are 24/7 and fully monitored and visibile in your own dashboarding.
  • Disaster Recovery procedure: For every application we maintain a Disaster Recovery procedure, so you know we are able to recover your application in case of emergency.
  • System maintenance: Routine operating system and software package upgrades are performed to ensure stability and performance, according to a set schedule.
  • Critical security patching: Immediate application of critical security patches to system components whenever urgent vulnerabilities are discovered, regardless of the set upgrade schedule.
  • Backups: We perform a backup of your apps data on a set schedule to ensure data recoverability in the event of data loss, and we make sure the backups are checked and in working order.

How it works

Instead of a simple uptime promise, we use a framework of indicators, objectives, and budgets to measure and manage the reliability of your service.

Service Level Objectives (SLOs)

We work with you to define specific performance targets, called Service Level Objectives (SLOs). These are goals for key metrics—like application response time, latency, or error rates—that matter most to your business. Our goal is to consistently meet or exceed these SLOs.

The Error Budget

The Error Budget is the maximum amount of time your service can fail to meet its SLOs without breaching the SLA. Think of it as a "budget" for acceptable downtime or performance degradation over a given period (e.g., a month). As long as we stay within this budget, we are meeting our commitment to you.

The Burn Rate

The Burn Rate tells us how quickly the Error Budget is being used. A high burn rate means a critical issue is rapidly consuming the budget, while a low burn rate indicates a less severe problem. We use the burn rate to automatically determine the priority of an incident.

Maintenance windows

To keep your services secure and up-to-date, we perform regular maintenance. Here’s how different types of maintenance affect your SLA:

  • Minor maintenance: We may perform very short maintenance tasks (under 10 minutes) between 00:00 and 04:00 on Friday and Saturday nights. This work is unannounced and does not count against your Error Budget.
  • Scheduled maintenance: For larger updates, we provide at least 72 hours' notice. Downtime during these planned windows does not count against your Error Budget.
  • Emergency maintenance: For urgent issues like critical security patches, we may perform maintenance without prior notice. Because this is unplanned, any resulting downtime does count against your Error Budget.

Service Credits

We stand by our commitments. If we fail to meet the targets outlined in this SLA, you are entitled to service credits.

  • Maintenance overrun: If we exceed a communicated maintenance window more than once a month, you receive a 10% credit of your monthly fee for the affected service (up to a maximum of 50% per month).
  • SLO breach: If your service's Error Budget is depleted and we fail to meet our response time commitments, the liability terms in our General Terms and Conditions will apply.

General terms

Exclusions

This SLA does not cover issues arising from customer-side software defects, security issues caused by customer actions, or other problems outside of our direct control.