Service Commitment - SLA

Valid from : April 14, 2020

Service Level Agreement (SLA) Is an agreement between CloudFly and a customer of CloudFly. The SLA sets forth our liability and refund policy in the event we fail to meet these commitments. We always want our customers to feel really secure and make decisions easily in using our services.

Terms of commitment of SLA:

  1. Commitment to system availability
  2. Periodic system maintenance
  3. Exclusions

I. Commitment to system availability

CloudFly is committed to using its best efforts to ensure that the monthly system uptime is at least 99.99% available during a service commitment billing cycle. In case CloudFly does not meet the above commitment, the customer is fully eligible to receive the service fee back according to the commitment below.


– ““Monthly uptime” is calculated by subtracting the percentage of minutes of the month from 100% of the time the system is in “unavailable state.” Monthly uptime excludes maintenance and the cases specified in Articles 2 and 3 of the service commitment. Only problems arising from our side such as: damage to hardware devices, network devices, hard drives and power supplies are considered to be our fault. Other issues related to the management of the virtual server as well as the software running inside the virtual server are considered the fault of the customer and are not considered in the commitment.

– “Unavailable state” is a state where the client's server cannot connect to the outside.

Commitment to service fee compensation:

Monthly uptimeTime in Unavailable stateCompensation service fee
Less than 99.9% but greater than or equal to 99.0%43 minutes – 432 minutes10%
Less than 99.0% All CloudFly servicesgreater than 432 minutes30%

– CloudFly only applies a service compensation rate to payments from customers.

– The service fee will be added to the account balance to be used for the next payment period.

– Service fees are not refundable in cash.

– Service fees are not transferable or applicable to another account.

Claims and settlement procedures:

To claim compensation in cases CloudFly does not meet the commitment, customers please email to the address If your claim is valid, your compensation will be added to your balance to be used for future payments.

Valid compensation request will include the following information:

1- The email subject clearly states 'Compensation Request in accordance with SLA Commitment'

2- Specific dates and times when the status is not available.

3- Accounts and IPs of the affected instances.

4- Error logs or screenshots of the time the error occurred (Note: sensitive security information should be erased or replaced with asterisks).

Claims that do not provide the above information will not be accepted as valid.

I. Periodic system maintenance

System maintenance is mandatory work to ensure the continuity of services provided to the Customer. Maintenance can be scheduled for any day of the week (including weekends) and can be done at any time of the day. However, CloudFly will make every effort to conduct maintenance at times that have the least impact on Customer's use of the service. System maintenance will be conducted by CloudFly in the following way:

  • Maintenance that does not affect the customer's server operation will be carried out any day without prior notice.
  • Maintenance that affects customer server operation will be notified in advance:
    • 48 hours from the start of the maintenance by email or notice on the website with routine maintenance.
    • At least 15 minutes before the start of maintenance by email or phone with urgent maintenance.

Total maintenance time affecting customer's server operation in 1 month should not exceed 2 hours.

II. Exclusions

CloudFly will not be responsible for compensation in the following cases:

– The cases of suspension or termination of use are specified in section 5 of terms of use.

Cases caused by factors beyond our control such as wars, fires, floods, terrorism, embargoes, regulatory requirements, DNS attacks or incidents national network.

– Cases where the cause is related to the management and operation of the server and the software and applications running on the server performed by the customer or by a third party.

– Cases where the cause is related to the management and operation of the server and the software and applications running on the server performed by the customer or by a third party.

If you have any questions, requests about breach of commitment or compensation, please contact us via the following information:

CloudFly – CloudFly Joint Stock Company
Address: 56 Nguyen Tri Phuong, Chinh Gian Ward, Thanh Khe District, Da Nang City
Hotline: 0904 558 448