SLA
1. Scope and Purpose
This SLA applies to all cloud-based hosting services provided by FranceCloudServer (Cloud VPS, Managed Cloud, Enterprise Public/Private Cloud) for customers whose accounts are in good standing (no overdue payments). This document defines the service quality, performance standards, support response times, and remedies available should these standards not be met.
2. Service Commitments
- Uptime Guarantee: We guarantee a minimum of 99.9% uptime (up to 99.99% for Premium/Enterprise plans) for cloud instance availability and network connectivity per calendar month.
- Support Response Time: We commit to responding to critical support tickets within 1 hour during business hours (24/7 for Enterprise plans) and will initiate issue resolution immediately upon acknowledgement.
- Infrastructure Failover: As a cloud provider, we utilize high-availability (HA) architectures. In the event of an underlying hardware node failure, your cloud instance will automatically migrate or restart on healthy hardware within 15–30 minutes.
3. Remedies / Service Credits
If we fail to meet the guaranteed uptime or support response times, you may be entitled to a service credit calculated as a percentage of your monthly bill:
| Monthly Uptime Percentage | Service Credit (Monthly Fee) |
| < 99.9% | 10% Credit |
| < 99.5% | 25% Credit |
| < 99.0% | 50% Credit |
- Note: Maximum credit will not exceed 100% of the amount paid for the affected service during the billing period.
4. Exceptions (What is Not Covered)
Service credits will not be issued if downtime or delays result from:
- Scheduled Maintenance: Pre-announced upgrades or security patches.
- Force Majeure: Natural disasters, acts of war, or governmental actions.
- Client-Side Issues: Third-party software failures, custom code errors, or security breaches due to client negligence (e.g., malware, weak passwords).
- External Factors: DDoS attacks, DNS propagation delays, or ISP-level outages beyond FranceCloudServer’s infrastructure.
- Policy Violations: Suspensions due to violations of our Terms of Service (ToS) or Acceptable Use Policy (AUP).
5. Requesting Credits
To request a service credit, please follow this procedure:
- Submit a Ticket: Email our billing department with your Account ID, Cloud Instance ID, and the specific date/time of the outage.
- Deadline: Requests must be submitted within 30 days of the incident.
- Application: Approved credits will be applied to your next billing cycle. Credits are non-refundable and cannot be exchanged for cash.
6. Revision and Termination
FranceCloudServer reserves the right to modify this SLA with advance notice to clients. If you disagree with updated terms, you may terminate your contract in accordance with our standard Terms & Conditions.
Last updated: January 05, 2026