Scope
This Service Level Agreement sets out the availability commitments, support response targets and service credits applying to CloudTechtiq cloud infrastructure services. It forms part of the Terms of Service.
It applies to accounts in good standing with no overdue undisputed invoices. It does not apply to trial, beta or preview services, or to third-party products supplied by us but operated by the vendor — those carry the vendor's own service levels.
Availability commitments
| Service | Monthly availability | Maximum monthly downtime |
|---|---|---|
| Cloud servers (compute) | 99.95% | 21m 54s |
| Block storage | 99.99% | 4m 22s |
| Object storage | 99.95% | 21m 54s |
| Load balancer | 99.99% | 4m 22s |
| Managed Kubernetes control plane | 99.95% | 21m 54s |
| Customer console and API | 99.9% | 43m 49s |
Availability is measured per calendar month as the percentage of minutes in which the service was reachable and responding, excluding excluded downtime as defined below. GPU capacity is delivered on dedicated allocation and carries availability commitments specified in the relevant order form.
Support response targets
| Priority | Definition | First response | Update cadence |
|---|---|---|---|
| P1 — Critical | Production service down or unusable; no workaround | 15 minutes | Hourly |
| P2 — High | Major functionality degraded; workaround exists | 1 hour | Every 4 hours |
| P3 — Normal | Partial or non-critical impact | 4 business hours | Daily |
| P4 — Low | Question, guidance or feature request | 1 business day | As required |
P1 and P2 targets apply 24 hours a day, every day of the year. P3 and P4 targets apply during business hours, 09:00 to 18:00 GST, Monday to Friday, excluding UAE public holidays. Response targets measure time to a substantive human response, not an automated acknowledgement.
Service credits
Where we fail to meet an availability commitment in a calendar month, you may claim a credit against the monthly fee for the affected service.
| Actual monthly availability | Credit as % of monthly fee for the affected service |
|---|---|
| Below commitment but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% but ≥ 90.0% | 50% |
| Below 90.0% | 100% |
Credits are applied against future invoices and are not payable in cash. Total credits in any month will not exceed 100% of the monthly fee for the affected service. Service credits are your sole and exclusive financial remedy for failure to meet an availability commitment.
Claiming a credit
Submit a claim to support@cloudtechtiq.com within 30 days of the end of the affected month, including the account reference, affected service, dates and times of unavailability in GST, and any logs or monitoring output evidencing the impact. We will respond within 10 business days. Claims submitted after 30 days are not eligible.
Excluded downtime
The following do not count towards downtime for the purpose of this SLA:
- Scheduled maintenance notified at least 5 business days in advance, performed within a published window.
- Emergency maintenance required to address a security vulnerability or imminent failure, notified as far in advance as circumstances allow.
- Suspension properly taken under the Acceptable Use Policy or for non-payment.
- Faults in your own applications, configuration, operating system or third-party software.
- Capacity exhaustion caused by your workload exceeding the resources you have provisioned.
- Failure of connectivity outside our network, including your ISP or a third-party transit provider.
- Force majeure as defined in the Terms of Service.
- Trial, beta or preview services.
Maintenance windows
Routine maintenance is scheduled between 00:00 and 04:00 GST, and is planned to be non-disruptive wherever the architecture allows. Where disruption is unavoidable, we specify the expected duration in the advance notice. Emergency maintenance may occur at any time; we notify by email and status page and publish a summary afterwards.
Backup and recovery
Where you have purchased managed backup, our recovery targets are a Recovery Point Objective of 24 hours and a Recovery Time Objective of 4 hours for a standard single-instance restore, unless a different target is stated in your order form. Restores are tested on a scheduled basis.
Backup is a service, not a guarantee. You remain responsible for confirming that the backup scope and retention we have configured match your own recovery requirements, and for telling us when they change.
Escalation
If a P1 incident is not progressing, escalate by replying to the ticket with the word “ESCALATE” in the subject line, which pages the duty manager, or by calling +971 50 863 3545. Managed-services customers have a named technical account contact and a documented escalation path to senior management.