Cloud Computing Store’s Bill of Rights SLA sets the bar for service quality and transparency in the IT services industry, pairing the highest levels of availability and support with a self-monitoring platform and real-time report card. The SLA gives customers unprecedented visibility into our performance, and makes it easy to claim credits if we fall short. That’s why ReadWrite dubbed it the “Best SLA Ever.”
In its highest form, an SLA embodies the values and capabilities of an entire organization and provide a clear benchmark for employee performance and customer satisfaction. These Bill of Rights are just one component of Cloud Computing Store’s Service First Support philosophy, which includes onboarding, dedicated account teams, knowledge-sharing resources and free tools.
The longest amount of time you will have to wait for a new, in-stock dedicated server is 3 hours. This is measured from the time your payment is processed and your order is confirmed.
The longest amount of time you will have to wait for a new VMware-based or Hyper-V public cloud server is 5 minutes. This is measured from the time your payment is processed and your order is confirmed.
The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.
Our public network will be online 100% of the time, and you will be credited for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice. More details Less details
| Uptime | Credit |
|---|---|
| <100% | 5% |
| <99% | 10% |
| <98% | 25% |
| <95% | 50% |
| <90% | 100% |
Our public network will be online 100% of the time, and you will be credited for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice. More details Less details
| Uptime | Credit |
|---|---|
| <100% | 5% |
| <99% | 10% |
| <98% | 25% |
| <95% | 50% |
| <90% | 100% |
The longest amount of time you will have to wait for a first response to a support ticket is 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued.
The longest amount of time you will have to wait for an update while we are working on your ticket is 2 hours. This is measured from the last time we responded to the ticket.
Should your issue require escalation to senior staff, you will wait no more than 90 minutes for the escalation to happen and the senior staff member to contact you.
Your real-time Bill of Rights Report Card is accessible in LEAP, Cloud Computing Store’s award-winning customer control panel. From any device, compare your actual results with the SLA guarantees. No letter grades or GPA — just a hassle free Pass/Fail grading system that makes it insanely easy to claim a credit if we screw up. You’ll want to hang it from your break room fridge.
If service quality falls within SLA point, nothing happens. All is well. Good job, Cloud Computing Store.
If we miss an SLA point, we report it to you. You click a button and get money back.
Someone from Cloud Computing Store will be getting back to you shortly.
This website uses cookies to improve our user experience. More info.
