Nemau Cloud
SLA & Uptime

Service Level Agreement

A reference page for target availability, incident handling, and the service framework tied to each plan.

View Availability Discuss Enterprise SLA

Uptime Commitments

Service-specific availability targets, to be read alongside the applicable service agreement

Compute Instances
Service
99.95%
Uptime
21.9 minutes/month
Max Downtime
10% per 0.25% below SLA
Credit
Block Storage
Service
99.95%
Uptime
21.9 minutes/month
Max Downtime
10% per 0.25% below SLA
Credit
Object Storage
Service
99.95%
Uptime
21.9 minutes/month
Max Downtime
10% per 0.25% below SLA
Credit
Load Balancers
Service
99.95%
Uptime
21.9 minutes/month
Max Downtime
10% per 0.25% below SLA
Credit
Networking (VPC)
Service
99.95%
Uptime
21.9 minutes/month
Max Downtime
10% per 0.25% below SLA
Credit
API & Control Plane
Service
99.95%
Uptime
21.9 minutes/month
Max Downtime
5% per 0.25% below SLA
Credit

Current Visibility

We publish current platform status, ongoing incidents, and announced operations on the availability page.

View Availability Page

Support Response Times

Support handling targets based on incident severity

Critical

Complete service outage or data loss

Initial Response
15 minutes
Updates
Every 2 hours
Resolution Target
4 hours target

High

Major feature not working, significant performance degradation

Initial Response
1 hour
Updates
Every 4 hours
Resolution Target
24 hours target

Medium

Feature not working as expected, workaround available

Initial Response
4 hours
Updates
Daily
Resolution Target
3 business days target

Low

General questions, feature requests, minor issues

Initial Response
8 hours
Updates
As needed
Resolution Target
5 business days target

Support Tickets

Open a conversation from the console or by email and follow replies in one place.

support@nemau-cloud.com

Escalation by agreement

If you need on-call or dedicated escalation paths, that framework is defined contractually.

Maintenance Policy

Planned Maintenance

  • Notice shared by email and on the status page when the operation affects customers
  • Scheduled during low-traffic windows (typically 02:00-06:00 CET)
  • When possible, we favor operations that reduce interruption.
  • Duration and scope depend on the announced operation

Emergency Maintenance

  • Status page updates and direct communication when the incident affects your service
  • Only performed for critical security or stability issues
  • Priority restoration with regular progress updates
  • An incident follow-up may be shared after review

Service Credit Policy

Any compensation follows the SLA attached to your plan or contract

1
Credit application

When a credit is provided by the applicable SLA, it is handled under the terms of the affected service

2
Calculation basis

Calculated from the downtime recorded for the affected service.

3
Maximum Credit

Depends on the plan or contract attached to the affected service

4
SLA Exclusions

Scheduled maintenance, customer-caused issues, force majeure events

Running something that needs tighter commitments?

We can define service levels, escalation paths, or reinforced support around what you actually operate.

Get in Touch View the SLA framework