Service Level Agreement (SLA)

1. Scope

This SLA describes service availability targets and support response principles for Coma Cloud Services, unless a different SLA is agreed in writing.

2. Availability target

Target monthly uptime: 99.9% for core hosting infrastructure, measured per calendar month.

3. Measurement

Uptime is measured at the service edge and/or hypervisor layer, excluding Customer-controlled configuration issues. Short interruptions required for maintenance may be excluded as described below.

4. Exclusions

• Planned maintenance with advance notice where feasible.
• Emergency maintenance required to address security risks.
• Issues caused by Customer software, misconfiguration, or compromised credentials.
• Force majeure and upstream provider failures outside Coma Cloud’s reasonable control.
• DDoS and abuse-related mitigation actions taken to protect networks.

5. Support response targets

Targets depend on severity:

• Severity 1 (critical outage) – initial response target: 1 hour
• Severity 2 (major degradation) – initial response target: 4 hours
• Severity 3 (minor issue) – initial response target: 1 business day

6. Service credits

Unless explicitly included in an order or plan, Coma Cloud does not provide automatic service credits. If credits are included, the credit schedule and claim process will be defined in the applicable plan description or order confirmation.

7. Claims

SLA claims must be submitted within 14 days after the end of the month in which the incident occurred, including relevant evidence and timestamps.

8. Changes

We may update this SLA with reasonable notice. The updated version will be published with a new “Last updated” date.