Cloudyshaper Assurance:
At Cloudyshaper, we take immense pride in delivering unparalleled performance, reliability, and service. Our commitment to customer satisfaction is enshrined in our Service Level Agreement (SLA), which guarantees the steadfastness and efficiency of the Cloudyshaper network.
Reliability Commitment:
We pledge to uphold a remarkable 99.9% network and server uptime service level. This metric, calculated monthly through our advanced monitoring systems or accredited external monitoring services, underscores our dedication to uninterrupted service. In the rare event that we fall short of our uptime guarantee, excluding the exceptions outlined below, we stand ready to provide credits to affected clients on a case-by-case basis. Cloudyshaper’s policy ensures equitable compensation, aligning with our ethos of fairness and transparency.
Taxes. You are responsible for all federal, provincial, state, local or other governmental sales, value-added, goods and services, harmonized or other taxes, fees, or charges (“Taxes”) related to your transactions. We may not collect Taxes on Services if you enter a billing address in a jurisdiction in which we do not have a substantial nexus. In such cases, you will be liable to the appropriate taxing authority for any Taxes relating to your purchase of Services.
Auto-Renewing Subscriptions. Some Services automatically renew as recurring subscriptions. The then-current price and subscription period for each subscription you purchase will be shown to you at the time of purchase. If you subscribed during a promotion, used a coupon code, or otherwise received a discount, your subscription will automatically renew for the full price of the subscription at the end of the discount period.
By enrolling in a subscription, you authorize the subscription fee (and any applicable taxes) to be automatically charged to your designated payment method for each subsequent subscription period until you or we cancel the subscription or the subscription was cancelled for other reasons.
You must cancel your subscription at least twenty-four (24) hours before the end of your current subscription period in order to avoid being charged for the next subscription period.
LIMITED LIABILITY:
You expressly agree that use of Cloudyshaper Services is at your sole risk. Neither Cloudyshaper, its employees, affiliates, agents, third-party information providers, merchants, licensors, or the like, warrant that Cloudyshaper Services will be uninterrupted or error-free; nor do they make any warranty as to the results that may be obtained from the use of the Services or as to the accuracy, reliability, or content of any information, service, or merchandise provided through Cloudyshaper, unless otherwise expressly stated in this Agreement.
Under no circumstances, including negligence, shall Cloudyshaper, its officers, agents, or anyone else involved in creating, producing, or distributing Cloudyshaper’s services be liable for any direct, indirect, incidental, special, or consequential damages that result from the use of or inability to use the Cloudyshaper Services; or that result from mistakes, omissions, interruptions, deletion of files, errors, defects, delays in operation or transmission, or any failure of performance—whether or not limited to acts of God, communication failure, theft, destruction, or unauthorized access to Cloudyshaper’s records, programs, or services. You hereby acknowledge that this paragraph shall apply to all content on Cloudyshaper Services.
Notwithstanding the above, your exclusive remedies for all damages, losses, and causes of action—whether in contract, tort (including negligence), or otherwise—shall not exceed the aggregate amount you paid during the term of this Agreement, including any reasonable legal fees and court costs.
Exclusions:
Our commitment to reliability is unwavering, barring circumstances beyond reasonable control. These include acts of nature, governmental intervention, telco failures, backbone peering point issues, scheduled maintenance, hardware failures (minimized through our use of premium, name-brand hardware), software bugs/flaws, DNS issues, external attacks, or client-related incidents. While these exceptions may impact service, our team remains steadfast in swiftly mitigating disruptions and maintaining the integrity of our network.
Connectivity Assurance:
Cloudyshaper’s overarching goal is to provide uninterrupted network access, with downtime not exceeding 15 consecutive minutes, excluding scheduled maintenance and upgrades. We employ sophisticated monitoring tools to ensure prompt detection and resolution of any service disruptions, upholding our commitment to seamless connectivity.
Performance Monitoring:
Our proactive approach to network monitoring involves regular assessments, typically every 10 minutes, using cutting-edge software and hardware. While we prioritize accurate measurement of application traffic and responses within our network, we acknowledge the complexities of internet pathways beyond our control. Nonetheless, our dynamic monitoring methodologies enable us to adapt swiftly to evolving network dynamics, ensuring optimal performance for our clients.
Hardware Integrity:
Cloudyshaper stands behind the quality and reliability of our network infrastructure. In the rare event of hardware failure, our swift response ensures resolution within 48 hours for performance-impacting issues and two hours for complete outages. Our commitment to utilizing top-tier hardware underscores our dedication to delivering a robust and dependable network environment.
Credit Policy:
Client satisfaction remains paramount at Cloudyshaper. Requests for credits related to network/server outages or downtime must be submitted to our Support Department within five days of occurrence. Upon validation, clients will receive credits equivalent to 8 hours of service extension for every 15 minutes of network outage/downtime, providing tangible reassurance of our commitment to service excellence.
Continuous Improvement:
As part of our ongoing commitment to service enhancement, Cloudyshaper reserves the right to refine and optimize our SLA to better serve our clients. Any modifications will be communicated transparently, reflecting our dedication to fostering trust and transparency in our client relationships.
At Cloudyshaper, we steadfastly uphold our promise of reliability, transparency, and service excellence. Our SLA encapsulates these principles, ensuring that our clients receive the unparalleled performance and support they deserve.