SLA: Platform as a Service (PaaS)
Version 1.5 — July 2025
This SLA is a policy governing the use of Nebul Platform as a Service (PaaS) offerings and applies to each account that the Customer uses. Capitalized terms used but not defined in this SLA shall have the meanings outlined in the Master Agreement.
1. Nebul SLA Commitments
Nebul makes two SLA commitments for its Services: (1) a PaaS Multi-Availability Zone SLA that governs the redundant platform services deployed across multiple availability zones, and (2) a PaaS Single-Availability Zone SLA that governs infrastructure in a single zone (non-redundant).
1.1 PaaS Multi-Availability Zone SLA
For Customers using Nebul Platform Services provided concurrently across two or more zones (in one or more regions), Nebul will make commercially reasonable efforts to ensure service availability for each availability zone with a combined Monthly Uptime Percentage of at least 99.9% taking redundancy into account (one of the two needs to be online) in each monthly billing cycle.
If the Nebul Platform Services do not meet the PaaS Multi-Availability Zone SLA, you will be eligible for Service Credits as described below:
| Meeting | Frequency |
|---|---|
| Less than 99.90% but equal or greater than 99.00% | 10% |
| Less than 99.00% but equal or greater than 95.00% | 30% |
| Less than 95.00% | 100% |
1.2 PaaS Single-Availability Zone SLA
For Customers using Nebul Platform Services provided in a Single-Availability Zone, Nebul will use commercially reasonable efforts to ensure service availability with an Uptime Percentage of at least 99.5% in each monthly billing cycle.
If the Nebul Platform Services do not meet the PaaS Single-Availability Zone SLA, you will be eligible for Service Credits as described below:
| Meeting | Frequency |
|---|---|
| Less than 99.50% but equal or greater than 99.00% | 10% |
| Less than 99.00% but equal or greater than 95.00% | 30% |
| Less than 95.00% | 100% |
2. SLA Credits
Service Credits are calculated as a percentage of your monthly bill (excluding one-time payments, such as upfront payments made for Reserved Instances) for the Nebul Platform Services in the affected Nebul region that did not meet the PaaS Multi-Availability or PaaS Single-Availability Zone SLAs.
We will apply any Service Credits only against future payments for the Nebul Platform Services otherwise due from you. Service Credits will not entitle you to any refund or other fee from Nebul. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle exceeds one Euro (€1).
Service Credits may not be transferred or applied to any other account.
3. Credit request and payment procedures
To receive a Service Credit, you must submit a claim by opening a case in the Nebul Support Portal. You may only submit a claim under either the PaaS Multi-Availability Zone SLA or the PaaS Single-Availability Zone SLA, as these claims cannot be combined or stacked for a particular Single-Zone Deployment. We must receive Your Service Credit request by the end of the second billing cycle following the incident.
4. Periodic Review
Nebul is committed to periodically reviewing and updating this SLA to ensure it remains relevant and fair. This SLA will be reviewed at least once every two years. Adjustments may be made based on Customer feedback, technological advancements, industry standards, and other relevant factors.
Schedule 1: Definitions
| Term | Definition |
|---|---|
| Multi-Availability Zone | The deployment of Nebul Services in multiple distinct locations (zones) within a region is engineered to isolate it from failures in other locations (zones). |
| Single-Availability Zone | An individual deployment of Nebul NeoCloud in a single location (zone) within a region. |
| Region | A geographic area designated by Nebul that contains multiple Availability Zones. |
| Monthly Uptime % | Calculated by subtracting from 100% the percentage of minutes during the month in which the Services were Unavailable. |
| Nebul NeoCloud | Nebul's NeoCloud Services provide exclusive access to private, virtual and bare-metal computing resources. |
| Service Credit | Credits awarded to Customer if the Service Level Agreements commitments laid down in Article 1 SLA are not met. |
| Unavailable or Unavailability | When the contracted Nebul SaaS services are not accessible. |
| Nebul Support Portal | The online interface where Nebul customers can submit and manage support cases. |
Schedule 2: Version Control
| Version | Date | Status | Information |
|---|---|---|---|
| v1.0 | Sep 2023 | Archive | Initial Agreement |
| v1.1 | Feb 2024 | Archive | Updated for Single-Zone and Multi-Zone Availability (AZ's) |
| v1.2 | March 2024 | Archive | Update on availability percentages |
| v1.3 | June 2024 | Archive | Update definition of Availability |
| v1.4 | April 2025 | Archive | Rebrand from NeoCloud SLA to Platform as a Service SLA |
| v1.5 | July 2025 | Current | Layout update (Nebul rebrand) |