Service Level · SLA
ClouBay Service Level Agreement
This SLA is Cloubay (Shenzhen Yunye Tech Co. Ltd.)'s commitment on availability, response time, and credits for long-running services — hosting / managed ops / asset custody / cross-border payments / mailbox / prepaid. This SLA forms part of the rights and obligations between us, alongside your service contract.
Last updated2026-05-12
01
1. Scope
This SLA applies to the following long-running Cloubay customers:
- Customers on managed-ops subscriptions (Guard / Growth / Managed)
- Customers on asset custody renewal services (domain / SSL / server / mailbox)
- Customers on hosting + ops contracts
- Customers on cross-border payment custody (Stripe / Paddle / overseas bank account setup)
- Customers on AI top-up / prepaid card subscriptions
02
2. Availability targets
We commit to the following availability per calendar month:
- Hosted websites (HTTP/HTTPS reachable): 99.9% per month — ≤ 43 min downtime
- Customer portal (portal.cloubay.com): 99.9% per month
- API gateway (api.cloubay.com): 99.95% per month — ≤ 22 min downtime
- Mail delivery (outbound): 99.5% per month
- Concierge response: 4-hour avg response (Mon-Fri 9:00-21:00 China time)
03
3. Calculation
Availability = (total minutes in month − unavailable minutes) / total minutes × 100%.
"Unavailable" means the service is wholly unreachable (HTTP 5xx for ≥ 5 minutes, or TCP / TLS handshake failures for ≥ 5 minutes), confirmed both by our monitoring and by a ticket from your side.
The following are NOT counted as downtime:
- Planned maintenance windows notified per §5 below
- Outages caused by you (expired domain, source-origin out of quota, misconfiguration)
- Third-party upstream outages (CDN / cloud / payment-channel large-scale failures) that persist after we activate fallback
- Force majeure (natural disaster, war, government action, backbone failure)
04
4. Incident response time
We commit to the following response times by severity (clock starts at ticket creation or monitoring alert):
- P1 (service fully down): 15-min response, work starts within 1 hour, recovery or clear ETA within 4 hours
- P2 (partial outage or severe degradation): 30-min response, work starts within 4 hours, recovery within 1 business day
- P3 (functional bug not blocking business): response within 4 business hours, fix within 3 business days
- P4 (general questions / suggestions): response within 1 business day, addressed on agreed iteration cadence
05
5. Planned maintenance
We perform planned maintenance to apply updates, security patches, and capacity expansion. Maintenance rules:
1) No more than 4 windows per quarter, each ≤ 30 minutes;
2) Scheduled between 02:00-06:00 China time, generally avoiding weekend peak hours;
3) Notified at least 72 hours in advance via portal, email, and customer portal banner;
4) Planned maintenance windows are excluded from availability calculations.
Emergency maintenance (e.g. critical security patches) may be applied without 72-hour notice; in that case we notify you at the start of the window and complete it as quickly as possible.
06
6. Service credits
If we miss the availability targets, you may apply for a Service Credit to offset the next billing cycle's fees (not cash-redeemable):
- Availability < 99.9% and ≥ 99.0%: 10% of monthly fees credited
- Availability < 99.0% and ≥ 95.0%: 25% of monthly fees credited
- Availability < 95.0%: 50% of monthly fees credited
- P1 incidents not recovered within 4 hours: additional 5% of monthly fees per hour overrun, capped at 50% per incident
07
7. Claim process
Within 30 calendar days of an eligible incident, submit an "SLA Credit Claim" ticket via the customer portal, including:
- Incident start / end time (UTC+8)
- Affected service name + domain / instance ID
- Evidence from your side (screenshots / monitoring data / customer complaints)
- Subscription and cycle to apply the credit to
08
8. Limits
Service Credits are the sole remedy Cloubay offers for missed availability targets. Cumulative credits under this SLA shall not exceed 50% of the fees paid by you for the calendar month.
This SLA does not apply to: free trials, beta products, one-off projects (build packages, custom app builds), or independent third-party services (Apple Developer account, overseas bank accounts). Such services follow their own SLAs.
Need to claim a credit, or upgrade your service tier?
30 free minutes to assess your current availability needs — together we'll decide whether to move you to dedicated instances, multi-region deploy, or DR. [email protected]