Legal
Service Level Agreement
Last updated: 2026-07-15
This SLA applies to paid plans of the CloudGenie platform operated by CloudGenie Ltd. Live platform health is always visible on our status page.
Uptime commitment
| Plan | Monthly uptime | Sev-1 support response |
|---|---|---|
| Starter | 99.5% | Next business day |
| Professional | 99.9% | 4 business hours |
| Enterprise | 99.95% (contractual) | 1 hour, 24×7 |
Uptime is measured on the API (app.cloudgenie.co/api/health) and the product shells, excluding scheduled maintenance announced at least 48 hours in advance on the status page.
Service credits (Enterprise plans)
| Monthly uptime achieved | Credit of monthly fee |
|---|---|
| Below 99.95% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
Credits must be requested via support@cloudgenie.co within 30 days of the end of the affected month and are the sole and exclusive remedy for availability failures.
Exclusions
- Failures of your connected cloud providers, your network, or your equipment
- Scheduled maintenance announced ≥48 h in advance (targeted at Saturday 02:00–04:00 UTC)
- Suspension permitted under the Terms of Service (e.g. non-payment, security threat)
- Force majeure events
How we deliver this
- Multi-AZ deployment with health-gated rolling releases — bad deploys fail the pipeline automatically
- Nightly verified backups with documented restore procedures
- Component-level public status page with live database and API health