Service Level Agreement
Our commitment to your website's performance, availability, and support. Clear expectations, measurable targets, and transparent accountability.
What This Agreement Covers
This Service Level Agreement (SLA) defines the service commitments NexusCore Cloud makes to all subscription customers. It establishes performance targets, support response times, and the credits available when we fall short of these commitments.
This SLA applies to all customers with an active Growth Care or Priority Care subscription. Starter Care customers receive hosting and monitoring services but with standard support response times.
Uptime Guarantee
Your website will be available and accessible 99.9% of the time each calendar month, calculated from server monitoring data.
How Uptime is Calculated
Uptime percentage is measured monthly based on automated monitoring checks performed every 5 minutes. Downtime occurs when your website returns server errors or fails to respond to monitoring requests.
Exclusions from Uptime Calculation
- Scheduled maintenance windows announced 7 days in advance (typically 2-4 AM EST)
- Emergency security patches when advance notice is not feasible
- Force majeure events including natural disasters, acts of war, or infrastructure failures beyond our control
- Customer-caused issues including DNS misconfiguration, expired domains, or requested site modifications
- Third-party service failures (DNS providers, domain registrars, external API dependencies)
Service Credits for Downtime
If we fail to meet our 99.9% uptime commitment in any calendar month, you are eligible for service credits applied to your next invoice:
| Monthly Uptime Achieved | Downtime Minutes | Service Credit |
|---|---|---|
| 99.0% - 99.89% | 44 - 70 minutes | 10% of monthly fee |
| 95.0% - 98.99% | 71 - 2,160 minutes | 25% of monthly fee |
| Below 95.0% | Over 2,160 minutes | 50% of monthly fee |
How to Request Service Credits
To request a service credit, email support@nexuscorecloud.com within 30 days of the end of the month in which downtime occurred. Include your account details and the dates/times of observed downtime.
Credits are applied to your next monthly invoice and cannot be redeemed for cash or refunds. Credits expire if not used within 12 months.
Support Response Times
We guarantee the following maximum response times based on issue priority. Response time is measured from when you submit a support request to when our team provides an initial acknowledgment and assessment.
Critical Issues
24/7 availability
Complete site outage, major security breach, or total loss of functionality affecting all users.
High Priority
Business hours (9am-6pm EST, Mon-Fri)
Major functionality impaired, significant performance degradation, or critical features unavailable.
Normal Priority
Business hours (9am-6pm EST, Mon-Fri)
Minor bugs, cosmetic issues, feature requests, or non-urgent content updates.
Low Priority
Business hours (9am-6pm EST, Mon-Fri)
General questions, documentation requests, consultation, or future planning discussions.
Priority Assignment
NexusCore Cloud reserves the right to adjust priority levels based on actual business impact. We will communicate priority assignments and explain our reasoning when initial assessment differs from customer-reported priority.
Hosting Performance Commitments
All hosted websites include the following performance targets and infrastructure capabilities:
Performance Targets
- Largest Contentful Paint (LCP): Target under 2.5 seconds for 75% of page loads
- First Input Delay (FID): Target under 100 milliseconds
- Cumulative Layout Shift (CLS): Target under 0.1
- Time to First Byte (TTFB): Target under 600 milliseconds from US locations
Performance metrics are measured using real user monitoring data and may vary based on user location, device, network conditions, and page complexity. Targets represent expected performance under normal conditions.
Backup & Recovery
- Growth & Priority Care: Nightly automated backups with 7-day retention, expandable to 30 days
- Starter Care: Pre-change backups performed before any updates or modifications
- Recovery Time Objective (RTO): Within 4 hours for backup restoration requests
- Recovery Point Objective (RPO): Maximum 24 hours of data loss (one business day)
Security Commitments
All hosted websites benefit from enterprise-grade security measures included in every hosting plan:
- DDoS Protection: Automatic mitigation of distributed denial-of-service attacks at the network edge
- Web Application Firewall (WAF): Protection against common web vulnerabilities (SQL injection, XSS, etc.)
- SSL/TLS Encryption: All traffic encrypted in transit with automatic certificate management
- Security Patches: Automatic application of critical security updates within 48 hours of disclosure
- Access Controls: Role-based permissions and audit logging for all administrative actions
- Malware Scanning: Regular automated scans for malicious code or unauthorized modifications
Security Incident Response
In the event of a confirmed security breach affecting your website, we will notify you within 24 hours of discovery and provide a detailed incident report within 72 hours. Our response includes immediate threat containment, root cause analysis, and remediation plan.
Maintenance Windows
Scheduled Maintenance
Routine maintenance is performed during low-traffic windows to minimize impact on your users. We provide advance notice and coordinate timing when possible.
- Advance Notice: Minimum 7 days notification via email for all planned maintenance
- Typical Window: 2:00 AM - 4:00 AM EST (lowest traffic period for most US businesses)
- Frequency: Monthly infrastructure updates, quarterly platform upgrades
- Duration: Most maintenance windows complete within 1-2 hours
Emergency Maintenance
Critical security patches or infrastructure issues may require emergency maintenance with minimal advance notice. We will:
- Notify affected customers as soon as the need is identified
- Provide estimated duration and expected impact
- Complete emergency maintenance as quickly as possible (typically under 1 hour)
- Follow up with a detailed explanation of the emergency and actions taken
Limitations & Exclusions
This SLA does not apply to service interruptions or performance degradation caused by:
- Force Majeure Events: Natural disasters, pandemics, acts of war, terrorism, government actions, or other events beyond reasonable control
- Third-Party Service Failures: Outages or issues with DNS providers, domain registrars, payment processors, or other external dependencies
- Customer-Caused Issues: Incorrect DNS configuration, expired domain registrations, requested site modifications, or unauthorized changes to site files
- Network or ISP Issues: Problems with internet service providers, backbone network failures, or routing issues outside our infrastructure
- Planned Maintenance: Scheduled maintenance windows properly announced in advance
- Abuse or Attacks: DDoS attacks, malicious traffic, or violation of acceptable use policies targeting your website
Service Credit Limitations
- Service credits are the sole remedy for SLA violations and cannot exceed 50% of one month's subscription fee
- Credits apply only to future service and cannot be redeemed for cash refunds
- Credits must be requested within 30 days of the month in which the SLA violation occurred
- Credits expire 12 months after issuance if not applied to an invoice
Contact & Reporting
How to Report Service Issues
If you experience downtime, performance problems, or other service issues:
- Email Support: support@nexuscorecloud.com (monitored 24/7 for critical issues)
- Live Chat: Available during business hours (9am-6pm EST, Mon-Fri) via the chat widget
- Emergency Hotline: Provided to Priority Care customers for critical outages
Service Status & Monitoring
Real-time uptime monitoring data and historical performance metrics are available upon request. Priority Care customers receive monthly health check reports including:
- Uptime percentage and any downtime incidents
- Core Web Vitals performance trends
- Security scan results and any flagged issues
- Recommendations for optimization or improvements
SLA Review & Updates
This SLA is reviewed quarterly and may be updated to reflect infrastructure improvements, industry standards, or customer feedback. Material changes will be communicated via email with 30 days notice before taking effect.
Questions about this SLA? Contact our team at hello@nexuscorecloud.com and we'll be happy to discuss our commitments in detail.
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