Service Level Agreement (SLA)

Last Revised: November 12, 2019

This Service Level Agreement (“SLA”) describes how Entrecloud Web LLC (“Entrecloud Web LLC”, “we”, “us” or “our”) monitors, calculates, and compensates for service availability. Entrecloud is focused on delivering industry leading performance and reliability. We aim to qualify and clarify with the following Service Level Agreement (“SLA”). The remedies set out in this SLA are the Client’s sole and exclusive remedy for issues covered by the SLA. We reserve the right to update this SLA from time to time at our sole discretion; the current version can be found at

Defining Downtime

“Excused Downtime” refers to the length of time the services are unavailable due to:


Scheduled Maintenance,


Beta Services,


Force Majeure events,


Client breach of the Terms of Service or any other policies, terms, or agreements applicable to Client,


Client machine access problems,


Client authored code,


Changes to the Service by parties other than Entrecloud.


“Scheduled Maintenance” includes any maintenance performed during the windows for which we provide minimum 24 hours notice or coordination with the Client in advance of the maintenance.


“Covered Downtime”, applies to the total duration in minutes of Downtime occurring, excluding the first 15 minutes of an outage event. If the Client has multiple sites hosted in one Client account, Covered Downtime will be calculated once for all affected hosted sites.

SLA Calculations

Covered Downtime resulting in service credits are applied for any Downtime of a site exceeding 15 minutes (excluding Excused Downtime).


Defining the value of a Service Minute:


30 days = 720 hours = 43200 minutes


(Monthly cost of affected plan / 43200 minutes) = value of Service Minute (rounded to nearest $0.0001)


Eg: ($1000 / 43200) = $0.0231 of value per Service Minute

SLA Credits

For each minute of Covered Downtime, over the initial 15 minutes of Downtime, you will receive an SLA credit of 100x the value of each Service Minute.


Value of SLA Credit:


(value of Service Minute * 100)


Eg: ($0.0231 * 100) = $2.31 in credit per Service Minute Downtime.


If the monthly cost of your plan is $1000, and total Downtime is 60 minutes, with 45 minutes Covered Downtime, your credit would be $103.95.

Receiving SLA Credits

To receive an SLA credit, you must contact Entrecloud support within 30 days of the excess of uptime guarantee event. Credits will be issued no later than the end of the monthly billing period that follows the period of excess uptime guarantee event. SLA credits shall be added to your account and applied to future invoices. SLA credits shall not exceed the value of your monthly plan for the month in which we failed to meet uptime guarantee and will only be applied as a credit. If you terminate your account prior to the SLA credit being applied, you will not receive the SLA credit.

Support Services

Support is available by several different methods.


By chat:


By phone: +1 512-967-6087


By email:


By ticket: 


Response time averages:


Chat: 3 to 5 minutes


Phone: 5 to 10 minutes


Email: 30 to 60 minutes


Ticket: 30 to 60 minutes


This document was last updated on November 12, 2019