Availability and SLA

Learn which services are eligible, how availability is measured, and how to request credit.

The contractual SLA only applies to services expressly identified as SLA Eligible. For other services, published percentages are operational targets and do not automatically grant credit.

Standard commitment

Unless the offer states a different condition, the monthly commitment for eligible services is 99.9% availability.

Downtime means a total inability to communicate with the service caused directly by Verone Cloud infrastructure. Isolated slowness, application failures, customer firewalls, resource exhaustion, a corrupted operating system, external DNS, and the customer's internet provider do not meet this definition.

Excluded events

The Terms also exclude:

• scheduled maintenance or emergency maintenance required for security;
• third-party failures outside reasonable control;
• attacks beyond contracted capacity or a required null route;
• force majeure or government and court orders;
• customer acts or omissions;
• suspension for nonpayment or abuse;
• external license failures or customer-requested tests.

Credits for eligible services

Credit is applied to future invoices, cannot be converted to cash, excludes add-ons and third-party licenses, and cannot exceed the affected service's monthly fee.

How to request credit

Open a ticket within 7 calendar days after the affected month ends. Include:

• the affected service;
• dates, times, and timezone;
• perceived duration;
• the error message and tests performed;
• relevant evidence without credentials.

The assessment uses Verone Cloud monitoring records and compares them with the evidence provided.

Read section 25 of the Terms of Use for the full contractual definition and check whether your offer identifies the service as eligible. The Portuguese document is authoritative.