Service Level Agreement

1. Service commitment

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.

2. Definitions

• Uptime % = (Total minutes in the month − Unplanned downtime minutes) ÷ Total minutes in the month × 100.
• Downtime = a period during which your service is fully unreachable or unusable, confirmed by our monitoring, excluding the items in §8.
• Availability is measured at the platform level, per service.

3. Service credits

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:

• 99.0% to below 99.5% uptime → 10% credit
• 95.0% to below 99.0% uptime → 25% credit
• Below 95.0% uptime → 50% credit
• Service credits are the sole and exclusive remedy for missed uptime and are capped at 50% of the affected service fee per month.

4. Claiming credits

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.

5. Data durability and redundancy

• Customer data is stored on an enterprise-grade distributed storage cluster with replication that tolerates the failure of up to two storage nodes with zero data loss, on enterprise SSDs.
• Redundant top-of-rack networking in an active-backup configuration — a single switch failure does not interrupt service.
• Hosted on hardware with redundant power paths inside the carrier-grade facility described in §7.

6. Backup and recovery

• Platform data is backed up to a separate, independent enterprise storage system.
• Recovery objectives: RPO ≤ 24 hours and RTO ≤ 8 hours for restore from backup.
• Customers are advised to maintain their own application-level backups for defense in depth.

7. Facility and region

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.

8. Exclusions

The uptime commitment excludes downtime caused by:

• Scheduled maintenance announced at least 48 hours in advance (target window: off-peak nights, ≤ 4 hours 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).

9. Security and sovereignty

• 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.

10. Support response

• Critical (service down): first response within 4 hours.
• Standard: first response within 1 business day.
• Channels: call center 6993, email, Telegram and phone.

11. Roadmap commitments

• A carrier-diverse failover 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.