Service Level Agreement
Last updated: June 2026
1. Overview
This Service Level Agreement ("SLA") is a policy governing the use of Onam Cloud Services and applies separately to each Onam Cloud product. This SLA defines the uptime commitments, service credit eligibility, and exclusions applicable to your use of the Services.
Unless otherwise provided in a separate written agreement, this SLA is subject to the terms of the Onam Cloud Master Service Agreement or your applicable service contract.
2. Definitions
- "Monthly Uptime Percentage" is calculated per service per calendar month as: (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100%
- "Downtime" means a period where the service is unavailable, as determined by Onam Cloud monitoring systems. Scheduled maintenance windows are excluded.
- "Service Credit" means a credit calculated as a percentage of the monthly service fee for the affected service.
3. Uptime Commitments
| Product | Monthly Uptime SLA |
|---|---|
| OnPublic — Compute | 99.95% |
| OnPublic — Storage | 99.99% |
| OnPrivate — Compute | 99.99% |
| OnPrivate — Storage | 99.99% |
| OnBYOPC — Platform Layer | 99.9% |
| Control Plane / API | 99.95% |
4. Service Credits
If Onam Cloud fails to meet the Monthly Uptime Percentage for a given service, you are eligible for Service Credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than SLA but ≥ 99.0% | 10% of monthly fee |
| Less than 99.0% but ≥ 95.0% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
Service Credits are applied to future invoices and do not entitle you to a cash refund. The maximum aggregate Service Credit for any calendar month shall not exceed 50% of your monthly service fee for the affected service.
5. Credit Request Process
To receive Service Credits, you must submit a request to support@onamcloud.com within thirty (30) days of the end of the month in which the downtime occurred. Your request must include:
- Your account ID and the affected service(s)
- Dates, times, and duration of the claimed downtime
- Any relevant logs or error messages
Onam Cloud will review requests against internal monitoring data and respond within ten (10) business days.
6. Support Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical (P1) | Service completely unavailable, major business impact | 15 minutes |
| High (P2) | Service significantly degraded, workaround may exist | 1 hour |
| Medium (P3) | Partial impact, non critical functionality affected | 4 hours |
| Low (P4) | General questions, feature requests, non urgent issues | 1 business day |
7. Scheduled Maintenance
Onam Cloud will provide at least 72 hours advance notice for scheduled maintenance that may affect service availability. Emergency maintenance required to address security vulnerabilities or prevent imminent service degradation may be performed with shorter notice.
Scheduled maintenance windows do not count toward Downtime calculations for SLA purposes.
8. Exclusions
This SLA does not apply to:
- Downtime caused by factors outside Onam Cloud's reasonable control, including force majeure events
- Issues resulting from your equipment, software, or network connectivity
- Downtime caused by your actions that violate the Acceptable Use Policy
- Features or services identified as beta, preview, or experimental
- Suspension or termination of your account due to breach of agreement
- DNS propagation issues or third party service dependencies you configure
9. Changes to this SLA
Onam Cloud may update this SLA from time to time. Changes that are materially adverse to customers will be communicated at least 30 days in advance. Continued use of the Services after the effective date constitutes acceptance of the updated SLA.
10. Contact
For questions about this SLA or to request Service Credits, contact support@onamcloud.com.