CloudFran Service Level Agreement (SLA)
1. Service Availability Commitment
CloudFran will use commercially reasonable efforts to maintain at least 99.0% monthly uptime for Core Platform Services.
Availability is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes x 100
Downtime is defined as a complete unavailability of core system functionality, including authentication, API access, or primary application services.
2. Scope of SLA (Layered Approach)
This SLA applies only to Core Platform Services operated and controlled by CloudFran.
The following are excluded from uptime calculations:
- AI-driven features and responses
- Telephony and communication services
- Payment processing services
- Third-party integrations and APIs
These components may impact overall user experience but are not considered part of SLA uptime commitments.
3. Maintenance Windows
Scheduled maintenance: Minimum 48 hours advance notice. Typical window: Sunday 12:00 AM - 4:00 AM ET.
Emergency maintenance: May occur without advance notice for critical fixes or security updates.
4. Support Response Times
| Tier | Response Time | Availability |
|---|---|---|
| Standard | 24-48 business hours | M-F 9am-6pm ET |
| Business | 8-24 business hours | M-F 8am-8pm ET |
| Enterprise | 1-4 hours | 24/7 |
5. Incident Severity Levels
| Severity | Definition | Response | Resolution |
|---|---|---|---|
| P1 Critical | System unavailable or data risk | 1 hour | 4 hours |
| P2 High | Major functionality unavailable | 2 hours | 8 hours |
| P3 Medium | Partial impact | 8 hours | 2 business days |
| P4 Low | Minor issue | 24 hours | 5 business days |
6. Service Credits
Where CloudFran elects to issue credits:
| Uptime Range | Credit |
|---|---|
| 99.0% - 98.0% | 5% of monthly fees |
| Below 98.0% | 10% of monthly fees |
Credits apply only to future invoices, require submission within 5 business days, are capped at 10% of monthly fees, and do not include cash refunds.
7. Exclusions
This SLA does not apply to:
- Third-party service disruptions
- Customer misconfiguration or misuse
- API abuse or exceeding limits
- Beta or preview features
- Free-tier accounts
- Force majeure events
8. AI Services Disclaimer
AI-powered features are provided on a best-effort basis. CloudFran does not guarantee accuracy, completeness, or reliability of AI-generated outputs. AI-related inaccuracies are not considered SLA breaches.
9. Communications Disclaimer
Voice and messaging services depend on external infrastructure. CloudFran does not guarantee call delivery, audio quality, or latency. Such issues are excluded from SLA calculations.
10. Payments Disclaimer
Payment processing is handled by external providers. CloudFran does not guarantee transaction success or settlement timing. Payment-related issues are not considered SLA failures.
11. Data Security
CloudFran maintains SOC2-aligned security controls including encryption, access control, monitoring, and incident response. See the Data Processing Agreement for full details.
12. Disaster Recovery
CloudFran maintains:
- RPO (Recovery Point Objective): 24 hours or less
- RTO (Recovery Time Objective): 8 hours or less
Backups are encrypted and redundantly stored.
13. Customer Responsibilities
Customers must:
- Maintain proper configuration
- Follow platform guidelines
- Not exceed service limits
- Promptly report issues
Failure to meet these conditions may void SLA eligibility.
14. Limitation of Remedies
Service credits, where granted at CloudFran's discretion, are the sole and exclusive remedy for SLA-related claims. Credits are non-transferable and non-refundable.
15. Changes to SLA
CloudFran may update this SLA with 30 days prior notice.