CloudAlly Service Level Agreement
This Service Level Agreement (“SLA”) between CloudAlly Ltd. (“CloudAlly”) and you (“you”) sets
forth the service level terms and conditions with respect to the cloud-based automated data backup
services offered by CloudAlly, currently via www.CloudAlly.com (the “Cloud Backup Services”).
CloudAlly is dedicated to making the Cloud Backup Services easy to access and to use and
to providing you with the highest standards of service. This SLA formally sets forth CloudAlly’s
commitment to ensure 99.9% uptime of the Cloud Backup Services.
For as long as you are subscribed to the Cloud Backup Services in accordance with the Terms
of Use, CloudAlly will ensure that the Cloud Backup Services will be available and operational
at an annual Uptime Percentage of at least 99.9%, as measured over any calendar month
(the “Service Level Goal”). If CloudAlly fails to meet the Uptime Percentage in any calendar
CloudAlly of such failure by sending an email to CloudAlly at firstname.lastname@example.org, and
CloudAlly will provide you with a Service Credit. The Service Credit is your sole and exclusive
remedy for a failure by CloudAlly to meet the Service Level Goal.
The SLA does not apply to any services that expressly exclude this SLA (as stated in the
documentation for such services) or to Downtime resulting from:
Amazon Web Services outage or other even causes beyond CloudAlly’s reasonable
control, including force majeure events; or
Your or any third party’s equipment, services, actions or lack thereof.
CloudAlly scheduled maintenance and version upgrades.
“Downtime” means the total number of minutes in a calendar month during which the Cloud
Backup Services are unavailable or inoperable.
“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus
Downtime suffered in a calendar month, divided by the total number of minutes in a calendar
“Service Credit” means a credit calculated as the difference between the Service Level Goal
and the Monthly Uptime Percentage, multiplied by the monthly fee payable by you to CloudAlly
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