Service Level Agreement (SLA)
Effective Date: February 1, 2026
Last Updated: February 8, 2026
This Service Level Agreement ("SLA") is entered into between Nitro Cloud LTD ("Nitro Cloud," "we," "us," or "our") and you ("Customer," "you," or "your"). This SLA defines the service levels, uptime commitments, support standards, and compensation terms applicable to all hosting services provided by Nitro Cloud. This SLA is incorporated into and forms part of our Terms of Service.
1. Definitions
- Uptime: The percentage of time during a calendar month that the contracted service is operational and accessible, excluding Scheduled Maintenance and Force Majeure events.
- Downtime: Any period during which the contracted service is completely unavailable to the Customer, as verified by our monitoring systems.
- Scheduled Maintenance: Planned maintenance activities communicated to the Customer at least 48 hours in advance.
- Service Credit: A credit applied to the Customer's account as compensation for downtime exceeding the guaranteed uptime level.
- Monthly Service Fee: The recurring fee paid by the Customer for the affected service in the month during which the downtime occurred.
- Incident: An unplanned event causing service degradation or outage.
2. Uptime Guarantee
2.1 Network and Infrastructure Uptime
Nitro Cloud guarantees 99.9% monthly uptime for all hosting services, including:
| Service Category | Uptime Guarantee | Maximum Allowed Downtime/Month |
|---|---|---|
| Shared Hosting | 99.9% | 43 minutes |
| WordPress Hosting | 99.9% | 43 minutes |
| VPS Hosting | 99.9% | 43 minutes |
| VDS Hosting | 99.9% | 43 minutes |
| Dedicated Servers | 99.9% | 43 minutes |
| Email Hosting | 99.9% | 43 minutes |
| Reseller Hosting | 99.9% | 43 minutes |
| Android Emulator VPS | 99.9% | 43 minutes |
2.2 Network Uptime
We guarantee 99.9% network uptime for our Amsterdam (AMS01) data center, covering core network infrastructure including routers, switches, and upstream connectivity.
2.3 Power Uptime
Our data center is equipped with redundant power systems including UPS (Uninterruptible Power Supply) and diesel generators. We guarantee 99.99% power availability.
3. Service Credits
3.1 Credit Calculation
If we fail to meet the uptime guarantee in any calendar month, you are entitled to Service Credits based on the following schedule:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% - 99.89% | 10% |
| 98.0% - 98.99% | 25% |
| 95.0% - 97.99% | 50% |
| 90.0% - 94.99% | 75% |
| Below 90.0% | 100% |
3.2 Credit Request Process
- Service Credits must be requested by the Customer within 30 days of the downtime event.
- Requests must be submitted via email to noreply@nitro4cloud.com or through a support ticket in the client area.
- The request must include the affected service, the date and duration of the downtime, and a description of the impact.
- We will review the claim against our monitoring data and respond within 10 business days.
3.3 Credit Application
- Approved Service Credits will be applied to the Customer's account as a credit toward future invoices.
- Service Credits are not transferable and cannot be redeemed for cash.
- The maximum Service Credit in any calendar month shall not exceed 100% of the Monthly Service Fee for the affected service.
- Service Credits are the Customer's sole and exclusive remedy for any failure to meet the uptime guarantee.
4. Scheduled Maintenance
4.1 Maintenance Windows
Scheduled maintenance is typically performed during low-traffic periods to minimize impact:
- Standard Maintenance Window: Tuesday and Thursday, 02:00 - 06:00 CET (Central European Time)
- Emergency Maintenance: May be performed at any time when necessary to address critical security vulnerabilities or prevent imminent service failures.
4.2 Maintenance Notifications
- Scheduled Maintenance: At least 48 hours advance notice via email and/or client area announcements.
- Emergency Maintenance: Notification will be provided as soon as reasonably possible, typically within 1 hour of the maintenance commencement.
- Maintenance notifications will include the expected duration, affected services, and anticipated impact.
4.3 Maintenance Exclusion
Downtime resulting from Scheduled Maintenance that falls within the designated maintenance windows and has been communicated in advance is not counted toward the uptime guarantee.
5. Support Response Times
5.1 Support Channels
We provide customer support through the following channels:
- Ticket System: Available 24/7 through the client area
- Email: noreply@nitro4cloud.com
5.2 Priority Levels and Response Times
| Priority | Description | Initial Response | Target Resolution |
|---|---|---|---|
| Critical (P1) | Complete service outage affecting all users; data loss risk; security breach | 30 minutes | 4 hours |
| High (P2) | Significant service degradation; major functionality impaired; single server outage | 1 hour | 8 hours |
| Medium (P3) | Partial service impact; non-critical functionality affected; performance issues | 4 hours | 24 hours |
| Low (P4) | General inquiries; feature requests; non-urgent configuration changes | 12 hours | 72 hours |
Response times are measured during business hours (09:00 - 18:00 CET, Monday through Friday) for P3 and P4 priorities. P1 and P2 priorities are supported 24/7.
5.3 Escalation Procedure
If an issue is not resolved within the target resolution time, it will be automatically escalated:
- Level 1: Initial support technician
- Level 2: Senior system administrator (escalated after target resolution time)
- Level 3: Infrastructure team lead (escalated if unresolved after 2x target resolution time)
- Level 4: Management (escalated if unresolved after 3x target resolution time)
6. Monitoring
6.1 Infrastructure Monitoring
We employ comprehensive monitoring systems to ensure the reliability and performance of our services:
- 24/7 automated monitoring of all servers, network equipment, and services
- Real-time alerts for service degradation, outages, and resource threshold breaches
- Network traffic analysis and DDoS detection
- Hardware health monitoring (disk health, temperature, power supply status)
- Application-level monitoring for managed services
6.2 Status Page
Real-time service status and incident reports are available on our status page. Customers are encouraged to subscribe to status updates for notifications regarding service disruptions and maintenance activities.
7. Exclusions
The uptime guarantee and Service Credits do not apply to downtime caused by:
- Scheduled Maintenance: As defined in Section 4 of this SLA.
- Customer Actions: Downtime resulting from the Customer's own actions, configurations, software, or scripts, including but not limited to misconfiguration, resource overconsumption, or installation of incompatible software.
- Third-Party Services: Failures of third-party services, software, or APIs not under Nitro Cloud's control, including DNS providers, CDN services, and payment gateways.
- Force Majeure: Events beyond our reasonable control, including natural disasters, wars, terrorist attacks, pandemics, government actions, power grid failures, and internet backbone outages.
- DDoS Attacks: Service disruptions caused by distributed denial-of-service attacks targeting the Customer's services, provided that our mitigation systems are functioning as designed.
- Abuse or Violations: Service suspension or termination resulting from violations of our Terms of Service or Acceptable Use Policy.
- DNS Propagation: Delays in DNS propagation that are outside of our control.
- Beta or Trial Services: Services designated as beta, trial, or free-tier offerings.
- Customer-Requested Changes: Downtime resulting from changes requested by the Customer, such as migrations, upgrades, or configuration modifications.
8. Data Center Specifications
Our Amsterdam (AMS01) data center provides enterprise-grade infrastructure:
- Address: Acad. Mihail Arnaudov St. No. 3, Floor 3, 7000 Ruse, Bulgaria
- Network: Multiple redundant upstream providers with 1 Tbps+ total capacity
- Power: Redundant power feeds with N+1 UPS systems and diesel generator backup
- Cooling: Redundant precision cooling systems
- Security: 24/7 on-site security, biometric access controls, CCTV monitoring
- Fire Suppression: Advanced fire detection and suppression systems
- Connectivity: Major internet exchange point (AMS-IX) peering
9. Compensation Limits
- The maximum compensation under this SLA in any calendar month is limited to 100% of the Monthly Service Fee for the affected service.
- Service Credits are the sole and exclusive remedy for any failure to meet the service levels defined in this SLA.
- Service Credits do not apply to free services, promotional credits, or one-time fees.
- This SLA does not create any additional warranty or liability beyond what is stated in our Terms of Service.
10. SLA Modifications
We reserve the right to modify this SLA at any time. Changes will be posted on our website with an updated "Last Updated" date. Material changes will be communicated to affected customers at least 30 days in advance. Continued use of our services after modifications constitutes acceptance of the revised SLA.
11. Contact Information
For SLA-related inquiries, credit requests, or to report a service issue:
- Email: noreply@nitro4cloud.com
- Support Tickets: Available through the client area at nitro4cloud.com
- Company: Nitro Cloud LTD
- Data Center: Amsterdam (AMS01), Netherlands
