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Terms > Support SLA

Cloudways Services Support Service Level Agreement

Last Updated on January 1, 2025

Definitions

“We”/”Us”/”Our”/”DigitalOcean” means DigitalOcean, LLC and/or any of its subsidiaries and/or affiliates involved in providing the Cloudways Services Support.

“You”/”Your”/”Yourself”/”User”/”Customer” means the user of the Website and/or customer of the Cloudways Services.

“Cloudways Services” has the definition given to it in the Terms of Service. Unless otherwise defined herein, capitalized terms used herein shall have the meanings ascribed to such terms in the Terms of Service.

We strive to provide high quality “Cloudways Services Support.” To that end, we are providing you this Cloudways Services Support specific Service Level Agreement (“SLA”). Please note this SLA does not apply to any other DigitalOcean Service.

The remedies described in this SLA are your sole and exclusive remedies for the events covered by the SLA and solely for your use of Cloudways Services Support.

We may make changes to the SLA at our sole discretion and without prior notice to you at any time. When these changes are made, we will make the updated SLA available to you on our Website. Your continued use of the Cloudways Services Support after such updates will constitute your acceptance of the updated SLA.

Standard Level of Service (“Service Standard”)

  • Our goal is to help ensure that our Cloudways Services Support offerings are available to our Cloudways Services Support Customers twenty-four hours a day, seven days per week, and three hundred sixty-five days per year (“Service Availability”).
  • Please note that Service Availability refers to the Cloudways Services Support platform console only and in no case does it apply to the service availability of our third party Cloud Providers.
  • We offer two standard support options for Cloudways Services Support: Live Chat and Ticketing System.
  • The Live Chat support option is intended to provide an interactive method to request and receive basic information and troubleshooting assistance on a first-come, first-served basis. Particularly, and to avoid clogging the Live Chat system, interactive support sessions are subject to a maximum duration time depending on the support plan level you are in:
    • Standard Support – 15 minutes max chat duration
    • Advanced Support – 30 minutes max chat duration
    • Premium Support – No limit (chat offered via Private Slack channel)
  • When the chat duration goes above the limits set above, our Live Chat agents will create a ticket with all information provided during the chat session to be followed up by our senior engineers via our Ticketing System. Expected response times for tickets presented by Customers or created on the Customers’ behalf by our agents are as follows:
    • High Priority Tickets (instant Live Chat available 24x7x365)
      • Standard Support – 3h
      • Advanced Support – 30 minutes
      • Premium Support – 10 minutes
    • Normal Priority Tickets (instant Live Chat available 24x7x365)
      • Standard Support – 12h
      • Advanced Support – 6h
      • Premium Support – 2h
  • Our Response Time goal is the time it takes to acknowledge and have the “work started” status only, not the time it takes to resolve the issue in question.
  • High Priority tickets must be related to events that render Customers’ infrastructure and/or services unusable/inaccessible. Other types of events rated as High Priority by Customers that do not match this description will be demoted to Normal Priority by our personnel and treated accordingly.
  • Customers who have signed up for our Premium Support Add-on are offered two additional support options, a private Slack channel and phone support. Premium Support is offered from Monday to Sunday, 24h a day (24x7x365). The goal is to respond to any request through these channels within five minutes. As with the standard support options, the response time goal outlined above refers to the time to acknowledge and start the work rather than a promise to complete or resolve the work.
  • We realize that our Service Availability and response time goals may not always be met. Accordingly, Clause 2 sets out credits should we fail to meet the Service Availability or response time goals outlined in this SLA.

Credits options when Service Standard for Cloudways Services Support is not met

We will compensate our Customers with credits in the event that our Service Standards for Cloudways Services Support are not met and provided the Customer(s) have reported it through our Support Portal. Compensation will exclusively be through provision of credits against your next monthly invoice. You will receive a credit of five percent of your total fee (for the month in which the support SLA was not met for Cloudways Services Support) for each hour in which we fail to meet our Service Standard levels. Collectively, these are referred to as “SLA Credits.” SLA Credits are based on our monitoring, may not exceed the total amount of fees you have paid to us for the month in which we failed to meet the Service Standards set out in Clause 1, may not be aggregated, and will not be paid in cash.

Situations in which we will not provide any credits

Should we fail to meet the Service Standard goal as a result of scheduled outages, emergency maintenance or Force Majeure Events, the SLA Credit policy for Cloudways Services Support will not be available.

If the failure to meet the Service Standards is based on a non-standard environment, customer authored code or changes to the Cloudways Service by parties other than DigitalOcean, LLC or our affiliates, then you will not be entitled to any SLA Credit.

Third party Infrastructure Providers SLAs