SLA Policy

Effective Date: 18/08/2023

Welcome to Norby Cloud ("we," "us," or "our"). This Service Level Agreement ("SLA") outlines the commitments and expectations regarding the availability and performance of our hosting services. By using our services, you agree to abide by this SLA.

1. Availability

We strive to maintain a high level of service availability. Our goal is to achieve at least 99.95%+ uptime for our hosting services in a calendar month.

2. Downtime Calculation

Downtime is calculated as the total accumulated minutes during which our services are not available due to unscheduled outages or maintenance. Downtime excludes scheduled maintenance and downtime caused by factors beyond our control, such as third-party services, acts of nature, and internet connectivity issues.

3. Service Credits

In the event that we do not meet the specified uptime target in a calendar month, we offer service credits as follows:

  • Uptime between 99.95% and 100%: No Service Credits
  • Uptime between 99.5% and 99.9%: 5% of the monthly hosting fee credited
  • Uptime between 99% and 99.5%: 10% of the monthly hosting fee credited
  • Uptime below 99%: 15% of the monthly hosting fee credited

Service credits will be applied to your account within 10 business days of your request. Service credits are non-transferable and can only be used towards future invoices.

4. Response Time

Our support team aims to respond to customer inquiries and support requests within 24 hours during business hours (10:00 AM - 9:00 PM). Responses outside of business hours may experience a slight delay.

5. Limitations

This SLA does not cover issues resulting from:

  • Acts of nature, force majeure events, or factors beyond our control.
  • Downtime caused by third-party services or networks.
  • Scheduled maintenance activities for which advance notice has been provided.
  • Customer misuse or violation of our Acceptable Use Policy.

6. Changes to the SLA

We reserve the right to update this Service Level Agreement as needed to reflect changes in our services, technology, or legal requirements. Any updates will be communicated to you through our website or other means.

7. Contact Us

If you have any questions or concerns about our Service Level Agreement, please contact our support team at

Thank you for choosing Norby Cloud. We are dedicated to delivering reliable hosting services and exceptional customer support to meet your business needs.