This Service Level Agreement (SLA) establishes Kloud Experts' commitments to its customers regarding the availability of services, response times and resolution of incidents, as well as applicable penalties in case of non-compliance. 

 1. Coverage This web site availability Service Level Agreement (SLA) applies to you if Kloud Experts. (hereafter referred to as Kloudxp, we, us or our) is providing Service to you and your account is in good standing. Terms not defined in this SLA have the meaning given to them in your agreement with Kloudxp.

 2. Service Level 

Kloudxp endeavors to have network connectivity available by http access by third parties 99.9% of the time (Web Site Availability).

Definitions 

1. Service Availability: Percentage of time during which a service is operational and accessible.
2. Response Time: Interval from receipt of an incident to the first technical support response.

Service and Subservice Description

1. Hosted Private Cloud
    
   
    
   • Description: Private and dedicated environment with high level of customization, advanced security and optimized performance for clients with specific control and compliance needs.
   • Guaranteed Availability: 99.5%
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
      
     
     
2. Public Cloud for Virtual Machines
   
   
   
   • Description: Scalable and flexible infrastructure for managing and hosting virtual machines in a shared environment, with automation and cost optimization options.
   • Guaranteed Availability: 99.5%
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
      
     
     
3. Placement
    
   
    
   • Description: Service to host physical infrastructure in secure, highly connected data centers, designed for clients who require full control of their hardware.
   • Guaranteed Availability: 99.5%
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
      
     
     
4. Private Cloud at Customer Premises
    
    
   
   
   • Description: Customized solution that combines the flexibility of the cloud with the security and control of the client's local infrastructure.
   • Guaranteed Availability: 99.5% (depending on customer configuration and provided infrastructure).
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
      
     
     
     
5. Data Protection
    
    
   
   
   • Description: Backup and recovery solution designed to ensure business continuity with immutable backups.
   • Data recovery care guarantee: Restoration Activities of 4 hours.
   • Service Availability: 99.5%.
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
      
     
      
6. Block Storage
    
   
   
   • Description: Highly available block storage optimized for applications that require intensive I/O operations, such as databases and critical systems.
   • Guaranteed Availability: 99.5%.
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
      
     
     
     
7. File Storage
    
   
   • Description: Secure and scalable file storage solution, designed for collaborative environments that require concurrent access and standard protocols such as NFS and SMB.
   • Guaranteed Availability: 99.5%.
   • Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.

Exclusions  

This SLA shall not apply in the event of:

• Scheduled maintenance announced at least 72 hours in advance.
• Failures caused by incorrect client configurations.
• Force majeure events.
• Payment delinquency: When the client is more than 10 calendar days late in paying invoices from the due date.

Technical Support

Definitions

• Incident: An event that interrupts or degrades the normal operation of a service.
• Request: A request for information, access, configuration, or modification that is not associated with a failure or refers to a new element.
• Response Time: The time elapsed between the receipt of the request and the confirmation by a KloudXperts specialist.
• Resolution Time: Not committed; varies depending on the complexity of the incident or request.
• Support Hours: * Monday to Friday from 08:00 to 17:00 hrs for general requests and incidents.
  • Critical incidents outside these hours will be handled under a best-effort basis.
• Scope: Only incidents or requests explicitly covered by the contracted services will be addressed. Any additional requirements require commercial validation and/or an additional contract.

Service Model

• Requests must be made through the designated support portal, email, or phone number.
• Requests will be validated to ensure they are within the scope of the current contract.
• Criticality and Impact Assessment: If the request exceeds the scope, it will be channeled to the commercial team.

KloudXperts cloud customers have access to a full range of support services designed to make the use of KloudXperts cloud services as efficient and trouble-free as possible. Below is a detailed list of services available to our customers:

1.1 24/7/365 Support Access

Customers can always receive support from qualified personnel trained to provide fast and effective solutions. Cloud Support can be contacted as follows:

• Support Portal: https://soporte.kloudxp.com
• In the event the portal is unavailable, use email as an alternative method: soporte@kloudxp.com

1.2 Ticket Structure

Support tickets must include the following information:

• Contact options (email/phone).
• Relevant details about the components involved (IPs, UUIDs, operating system, applications, and versions).
• Configuration details of the components involved in the failure.
• Time and date.
• Criticality based on the following priority levels:
  • Critical: Incident that completely affects the service.
  • High: Incident that partially affects the service.
  • Medium: Minor incident with no impact on operations.
  • Low: Low incidence with no impact on operations.

1.3 Responsibilities

KloudXperts Support is not authorized to log into the Cloud customer's virtual resources, nor to make changes to the operating system or applications.

1.4 Overview of Support Services

• Technical Support: Assistance with troubleshooting technical issues related to KloudXperts cloud services.
• Maintenance and System Update Announcements: Regular information on planned maintenance and system improvements, including security updates.
• Service Requests: Processing specific requirements, creating/deleting cloud resources, and additional services (pentesting, data loading, or consulting).
• Account and Billing Management: First point of contact for administrative matters related to account management and billing.
• Status Page Management: Providing updates during incidents to inform customers of current service status and Root Cause Analysis (RCA) documents.

Payment Obligation Compliance: The applicability of uptime guarantees and service credits described herein is contingent upon the customer being current on all payments. KloudXperts reserves the right to suspend SLA application and credit bonuses if there is any outstanding debt or delinquency on the customer's account at the time of the incident.

Review and Adjustments

The SLA will be reviewed periodically and is subject to change.