Our commitment to uptime, performance, and accountability for every workload on the Foundation platform.
This Service Level Agreement ("SLA") describes the uptime commitments and service credit policies for Foundation cloud services operated by Cloudvoid LLC ("Provider"). This SLA applies to all customers ("Customer") with an active Foundation service agreement.
Foundation is designed for mission-critical workloads. We back that commitment with financially-backed uptime guarantees across every service tier — public cloud, private SDDC, bare-metal colocation, and network fabric.
Foundation guarantees the following Monthly Uptime Percentages for each service tier:
| Service | Uptime SLA | Max Downtime / Month |
|---|---|---|
| Public Cloud VMs | 99.999% | ~26 seconds |
| Private SDDC Clusters | 99.999% | ~26 seconds |
| Bare Metal Colocation (Network & Power) | 99.99% | ~4.3 minutes |
| Network Fabric (VXLAN EVPN) | 99.999% | ~26 seconds |
| Cloud SAN / Object Storage | 99.99% | ~4.3 minutes |
| Management & Control Panels | 99.9% | ~43 minutes |
Monthly Uptime Percentage is calculated using the following formula:
For reference, here is what common uptime percentages translate to in practical downtime:
| Uptime % | Downtime / Month | Downtime / Year |
|---|---|---|
| 99.9% | 43 min 49 sec | 8 hr 45 min |
| 99.99% | 4 min 23 sec | 52 min 35 sec |
| 99.999% | 26 seconds | 5 min 15 sec |
If Foundation fails to meet the Monthly Uptime Percentage for a given service, Customer is eligible for Service Credits as follows:
| Monthly Uptime % | Service Credit |
|---|---|
| Below SLA target but ≥ 99.99% | 10% of monthly fee |
| Below 99.99% but ≥ 99.9% | 25% of monthly fee |
| Below 99.9% but ≥ 99.0% | 50% of monthly fee |
| Below 99.0% but ≥ 95.0% | 75% of monthly fee |
| Below 95.0% | 100% of monthly fee |
Service Credits are applied to future invoices and do not exceed 100% of the applicable monthly service fee. Service Credits are the sole and exclusive remedy for any failure to meet SLA commitments.
The following are not counted as Downtime and are excluded from SLA calculations:
Foundation provides 24/7/365 support for critical issues. Response and resolution targets vary by priority level:
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage or data loss risk | 30 minutes | 4 hours |
| High | Major functionality impaired, no workaround | 45 minutes | 8 hours |
| Medium | Partial impact, workaround available | 2 hours | 24 hours |
| Low | General inquiry or minor issue | 4 hours | 72 hours |
To request a Service Credit, Customer must submit a claim within 30 calendar days of the incident. Claims must include:
Claims can be submitted via email to support@cloudvoid.com or through the Foundation management panel. Provider will respond to SLA claims within 10 business days.
Foundation commits to the following data protection standards as part of this SLA:
Backup services are available as an optional add-on at an additional cost. Customers who subscribe to backup services receive a standard 7-day retention period included in the backup fee. Extended retention beyond 7 days is available at additional cost based on storage consumed.
Customers who do not subscribe to backup services are solely responsible for maintaining their own data backups and disaster recovery procedures. Provider assumes no liability for data loss on accounts without active backup services.
Provider performs routine maintenance to ensure platform reliability and security. Maintenance policies include:
Provider reserves the right to modify this SLA at any time. Material changes that adversely affect Customer will be communicated at least 90 days in advance. The version of this SLA in effect at the beginning of a billing period applies for the entirety of that billing period.
The current version of this SLA is always available at foundation.cloudvoid.com/sla.
For SLA claims, support inquiries, or questions about this agreement: