Legal
Service Level Agreement
What we promise, what happens when we miss, plain English. Effective 2026-06-03.
Uptime
99.9% uptime target.
Measured as a rolling 30-day window of successful HTTP responses to the iqcloud platform endpoints, excluding scheduled maintenance windows announced at least 72 hours in advance.
- Scheduled maintenance is announced on the status page and by email to billing contacts.
- Force majeure events (upstream cloud-provider outages, natural disasters, third-party DNS failures) are excluded from the calculation.
- Customer-side issues (DNS misconfiguration, expired certificates on your domain, credentials revoked by your IdP) do not count against uptime.
When we miss
Service credits.
If we miss the 99.9% target in a calendar month, you are owed a credit on the following invoice. No paperwork beyond an email.
| Monthly uptime | Credit | Notes |
|---|---|---|
| 99.9% – 99.5% | 10% | Credit applied to the next monthly invoice. |
| 99.5% – 99.0% | 25% | Credit applied to the next monthly invoice. |
| Below 99.0% | 50% | Credit applied to the next monthly invoice; option to terminate. |
Response
When you can expect a human.
Response targets cover first response, not full resolution. We post updates every two hours on a P1 until it is resolved.
P1
Customer-impacting outage or data loss.
First response in under 1 hour, 24×7.
P2
Service degraded but workable.
First response in under 4 hours, business hours.
P3
Questions, feature requests, configuration help.
First response within 1 business day.
Scope
This SLA applies to paid plans. Trial workspaces are best-effort and not credit-bearing. Custom enterprise terms supersede this document where signed.
How to claim a credit
Email billing@iqcloud.cloud within 30 days of the incident. Include the affected workspace and the dates. The credit is applied to your next monthly invoice.
Last reviewed 2026-06-03. Questions about this SLA?