Service and Support Level Agreement
Effective Date: November 19, 2024
1. Introduction
This document outlines Cloud4Wi's Service and Support Level Agreement, which defines the service availability, performance metrics, and support commitments for our customers. The terms specified herein are designed to meet or exceed industry benchmarks and ensure consistent delivery of high-quality services.
2. Service Level Agreement (SLA)
2.1 Service Commitment
Cloud4Wi guarantees a Monthly Uptime Percentage of 99.95% for its cloud platform services, excluding scheduled maintenance and other exceptions as outlined in Section 2.3.
2.2 Uptime Calculation
- Monthly Uptime Percentage = (Total Minutes in the Month − Downtime) ÷ Total Minutes in the Month × 100
- Downtime refers to any period during which the service is inaccessible, excluding scheduled maintenance.
2.3 Scheduled Maintenance
Cloud4Wi conducts maintenance to ensure service performance and reliability. Customers will be notified of maintenance windows at least 72 hours in advance. Maintenance events are excluded from Downtime calculations.
2.4 Service Credits
If Cloud4Wi fails to meet the 99.95% uptime guarantee, customers are eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
| Less than 99.95% but ≥ 99.0% | 10% |
| Less than 99.0% | 25% |
To request service credits, customers must submit a claim within 30 days of the incident.
2.5 Exclusions
The SLA does not apply to:
- Issues caused by factors beyond Cloud4Wi's reasonable control (e.g., force majeure).
- Downtime due to customer actions or equipment.
- Network failures outside Cloud4Wi's infrastructure.
- Third-party service integrations that were not provided by Cloud4Wi.
3. Support Level Agreement
3.1 Support
Cloud4Wi offers a support service to meet varying customer needs:
- Included in all subscriptions.
- Business hours support (9:00 AM - 6:00 PM local time, Monday to Friday).
3.2 Support Channels
- Email: support@cloud4wi.com
- Online Portal:https://support.cloud4wi.com/
- Open a Ticket: https://cloud4wi.zendesk.com/hc/en-us/requests/new
3.3 Priority Levels and Response Times
Cloud4Wi defines four priority levels to manage support requests:
| Priority Level | Description | Initial Response Time | Resolution Target |
| Critical | Complete service outage affecting business operations | 1 hour | 4 hours |
| High | Significant service degradation or impact on core features in several or all locations | 4 hours | 12 hours |
| Medium | Minor issues affecting non-critical features or affecting a single location | 24 business hours | 10 business days |
| Low | General inquiries or cosmetic issues | 24 business hours | NA |
3.4 Customer Responsibilities
To enable effective support, customers must:
- Provide a detailed description of the issue, including relevant logs and steps to reproduce
- Ensure their infrastructure meets Cloud4Wi’s minimum requirements
- Assign a designated point of contact for support interactions.
3.5 Continuous Improvement
Cloud4Wi reviews and updates its support practices to ensure alignment with customer needs and industry benchmarks.
4. General Terms
4.1 Limitation of Liability
Cloud4Wi's liability for failing to meet this SLA is limited to service credits as outlined in Section 2.4.
4.2 Amendments
Cloud4Wi reserves the right to modify this SLA. Any changes will be communicated to customers at least 30 days prior to implementation.
4.3 Governing Law
This SLA is governed by the terms of the Master Subscription Agreement (MSA) and applicable laws.
For additional support or questions, please contact Cloud4Wi Support:
- Email: support@cloud4wi.com
- Portal: https://support.cloud4wi.com/