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1. SLA Scope

This Service Level Agreement (SLA) applies to eligible SinarCloud infrastructure services purchased directly from SinarCloud, unless a separate written agreement states otherwise.

2. Availability Commitment

SinarCloud targets 99.99% monthly uptime for eligible production infrastructure services. Uptime is measured at the service level using SinarCloud monitoring and operational records.

3. Service Credits

If eligible service availability falls below the stated commitment during a calendar month, you may request a service credit. Service credits are applied to future invoices and are not cash refunds.

Credit eligibility may depend on the severity, duration, affected service, and whether the incident was caused by SinarCloud-controlled infrastructure.

4. Exclusions

The SLA does not apply to interruptions caused by:

• Scheduled maintenance or announced emergency maintenance.
• Customer configuration, software, scripts, credentials, firewall rules, or deployments.
• Customer-initiated shutdowns, reboots, scaling, migrations, or changes.
• Third-party services, upstream providers, domain registrars, DNS providers, or internet routing outside SinarCloud control.
• Abuse mitigation, security enforcement, legal requirements, or policy violations.
• Force majeure events or circumstances beyond reasonable control.

5. Maintenance

SinarCloud may perform planned maintenance to improve reliability, security, and performance. We aim to provide advance notice when maintenance is expected to affect production services.

6. Credit Requests

To request a service credit, contact support within 30 days of the incident and include the account ID, affected service, timestamps, impact description, and relevant logs.

7. Exclusive Remedy

Service credits are your sole and exclusive remedy for SLA failures, unless a separate written agreement provides otherwise.