Cloud Innovics Service Level Agreement
This Service Level Agreement (“SLA”) forms part of the Terms and Conditions between Cloud Innovics LLC (“Cloud Innovics,” “Company,” “we,” “our,” or “us”) and the customer (“Customer,” “Client,” “you,” or “your”).
This SLA defines the service availability, maintenance procedures, support commitments, and operational standards applicable to Cloud Innovics cloud hosting services. By subscribing to or using our Services, you acknowledge and agree to the terms of this SLA together with our Terms and Conditions, Privacy Policy, Refund Policy, and Disclaimer.
1Definitions
For the purposes of this SLA, “Services” means the managed cloud hosting services provided by Cloud Innovics LLC, including but not limited to:
Scheduled Maintenance means planned maintenance announced in advance where reasonably practicable and performed to maintain, upgrade, or improve our infrastructure.
Emergency Maintenance means maintenance required immediately to preserve the security, integrity, availability, or stability of the Services.
Service Availability (Monthly Uptime Percentage) means the percentage of time during a calendar month that the hosted infrastructure is available for customer access, excluding the exclusions described in this SLA.
2Scope of Services
Cloud Innovics provides secure managed cloud hosting solutions for accounting software, tax software, Windows applications, and other supported business applications.
Customers may subscribe to our Services through our website or by contacting our Sales team directly. Cloud Innovics shall provide:
3Free Trial
Cloud Innovics may offer eligible customers a 7-Day Free Trial. At the conclusion of the trial period, continued access to the Services requires payment of the applicable subscription fee.
Failure to complete payment may result in suspension or removal of the trial environment.
4Service Availability
Cloud Innovics is committed to maintaining a 99.9% Monthly Uptime Percentage for active customer environments. Service Availability excludes interruptions caused by:
If an unexpected outage occurs that is within our control, Cloud Innovics will make commercially reasonable efforts to restore Services as quickly as possible.
5Scheduled Maintenance
To maintain service reliability and security, Cloud Innovics performs scheduled maintenance on its infrastructure. Maintenance is normally conducted between 12:00 AM and 6:00 AM (Server Local Time).
Whenever reasonably practicable, customers will receive advance notification of scheduled maintenance by email. Scheduled Maintenance is excluded from Monthly Uptime calculations.
6Emergency Maintenance
Cloud Innovics may perform Emergency Maintenance without prior notice whenever necessary to:
Emergency Maintenance is excluded from uptime calculations.
7Technical Support
Cloud Innovics provides 24 hours a day, 7 days a week technical support for issues relating to our hosted services. Support may be provided through:
Cloud Innovics will use commercially reasonable efforts to respond promptly and resolve reported issues as quickly as possible. Response and resolution times may vary depending upon:
8Data Backup
Cloud Innovics performs routine backups of hosted environments as part of our managed hosting services, maintained using commercially reasonable practices designed to protect customer data.
Although Cloud Innovics performs routine backups, customers are strongly encouraged to maintain independent backups of critical business information. Cloud Innovics shall not be responsible for data loss resulting from:
9Billing and Payment
Services are billed on a Monthly, Quarterly, Semi-Annual, or Annual prepaid basis. Customers choosing prepaid plans may receive promotional discounts offered by Cloud Innovics from time to time.
Failure to make payment by the due date may result in suspension or termination of Services in accordance with our Terms and Conditions.
10Customer Responsibilities
Customers agree to:
11Service Suspension and Termination
Customers may terminate Services by providing at least 30 days’ written notice. Upon termination, Cloud Innovics will make commercially reasonable efforts to assist customers with retrieving their hosted data.
Unless otherwise required by law or agreed in writing, customer data remaining on our systems after the applicable retention period may be permanently deleted. Cloud Innovics reserves the right to suspend or terminate Services immediately for:
12Service Credits
Cloud Innovics will make commercially reasonable efforts to maintain the Service Availability described in this SLA.
Where a service interruption occurs due to circumstances within our reasonable control, any applicable service credits or refunds shall be determined in accordance with the Cloud Innovics Refund Policy and the specific circumstances of the interruption.
13Exclusions
This SLA does not apply to interruptions caused by:
14Changes to this SLA
Cloud Innovics may revise this Service Level Agreement from time to time. Updated versions will be published on our website together with a revised Effective Date. Continued use of the Services constitutes acceptance of the revised SLA.
15Related Policies
This Service Level Agreement should be read together with our Terms and Conditions, Privacy Policy, Refund Policy, and Disclaimer. These documents collectively govern the relationship between Cloud Innovics and its customers.
Contact Us
Questions about this Service Level Agreement or our Services? Reach out to our team.