1. SLA definitions
The SLA defines the availability standard for FlexCloud services, incident reporting rules, exclusions, maintenance, liability and handling of availability tickets.
Availability means the ability to use the basic function of the service within the infrastructure layer maintained by FlexCloud.
2. Service availability
The standard declared availability is 99.9% in a monthly billing period unless a plan description or individual terms state another level.
For VPS and VDS, infrastructure availability is assessed separately from operating system, application, firewall, service process and client-side changes.
3. Planned maintenance
Planned maintenance includes updates, migrations, hardware replacement, security patches, network work, storage work and actions required for service stability.
Planned or security-required maintenance is not treated as SLA downtime eligible for compensation.
4. SLA exclusions
SLA does not cover events caused by client action or omission, wrong configuration, full disk, outdated software, application errors, lost passwords, client-side security breaches or plan limit exceedance.
SLA does not cover external services or networks outside FlexCloud control, payment operators, software vendors, client connections or third-party integrations.
5. Ticket procedure
An incident should be reported through the client panel or indicated contact channel. The ticket should include service ID, time, symptoms, error messages and recent changes.
SLA-related tickets should be submitted promptly to allow verification of logs and monitoring data.
6. Liability
If FlexCloud confirms an SLA breach, the client may receive service compensation according to rules communicated in the panel or ticket response.
SLA compensation is not automatic monetary damages and is limited to the service affected by the confirmed incident.
7. Final provisions
The SLA applies from the date shown in the document header and supplements the Terms and selected plan specification.
Clients requiring individual availability parameters, high-availability architecture, additional monitoring or dedicated procedures should agree separate service terms.