Service Level Agreement

AletCloud commits to 99.5% monthly uptime for compute, block storage and object storage, measured per calendar month (approximately 3.6 hours of maximum unplanned downtime per month). This is a deliberately conservative target we expect to beat.

If we miss the commitment in a given month, you receive account credit against your next invoice, calculated as a percentage of the affected service’s fee for that month:

Service credits are the sole and exclusive remedy for missed uptime and are capped at 50% of the affected service fee per month.

To claim a credit, submit a request within 30 days of the incident identifying the affected service and the approximate start and end timestamps. We verify the claim against our monitoring and, where valid, apply the credit to your next invoice.

• Customer data is stored as three synchronous copies on enterprise SSDs across four storage hosts in one Addis Ababa data centre. The cluster survives the loss of one storage host without interruption; two simultaneous host failures cause an outage but not data loss.
• Redundant top-of-rack networking in an active-backup configuration, so a single switch failure does not interrupt service.
• Hosted on hardware with redundant power paths inside the carrier-grade facility described in section 7.

• Automated daily backups (paid plans, running databases) kept 3, 7, 14 or 30 days as you choose; 7 by default. They are stored on a separate backup server outside the storage cluster that holds your live database, in a single copy.
• Backups are daily logical exports (worst-case data loss up to 24 hours); we do not offer point-in-time recovery. Restore times depend on database size; download-and-restore with standard tools is supported.
• Customers are advised to maintain their own application-level backups for defense in depth.

AletCloud is hosted in Ethio Telecom’s Bole core data center, a carrier-grade facility with redundant power (dual generators plus UPS), professional cooling, fire suppression and 24/7 physical security. Data resides in a single region inside Ethiopia and never leaves the country: no forex, no foreign jurisdiction.

The uptime commitment excludes downtime caused by:

• Scheduled maintenance announced at least 48 hours in advance (target window: off-peak nights, 4 hours or less per month).
• Upstream carrier, national network or internet outages beyond our control.
• Customer-caused issues (misconfiguration, application bugs, or exceeding plan limits).
• Force majeure (natural disaster, government action and similar events).

• Data encrypted in transit, with isolation between tenants.
• 100% in-country data residency; billing via telebirr.
• Access controls and audit logging on the control plane.

• A second, carrier-diverse internet link, after which the uptime target is raised to 99.9%.
• Cross-site disaster recovery (a second Ethio Telecom core site), available to enterprise customers on request.