This document outlines our service level commitments for all connectivity services.
Uptime Commitments
| SLA Tier | Uptime | Max Downtime/Month |
| Standard | 99.5% | ~3.6 hours |
| Enhanced | 99.9% | ~43 minutes |
| Premium | 99.95% | ~22 minutes |
Service Credits
If uptime falls below the committed level, customers are entitled to service credits:
| Uptime Achieved | Credit (% of MRC) |
| 99.0% - 99.5% | 10% |
| 98.0% - 99.0% | 25% |
| 95.0% - 98.0% | 50% |
| <95.0% | 100% |
Exclusions
The following are not covered by SLA credits:
- Scheduled maintenance windows (notified 5+ days in advance)
- Emergency maintenance for security or stability issues
- Customer-side equipment or configuration issues
- Force majeure events
- Third-party network or service failures outside our control
- DDoS attacks or other malicious activity
Response Times
| Priority | Response | Update Frequency |
| P1 - Service Down | 15 minutes | Every 30 minutes |
| P2 - Degraded | 1 hour | Every 2 hours |
| P3 - Minor Issue | 4 hours | Daily |
| P4 - Request | 1 business day | As needed |
Claiming Credits
To claim SLA credits, contact support@cloudfira.com within 30 days of the incident with your account details and incident reference. Credits are applied to the next invoice.