Managed Services (SLA)
SLA
Our commitment

Service Level
Agreement (SLA)

Cloudspark delivers all services under clearly defined Service Level Agreements (SLA). These agreements outline our service commitments, including uptime guarantees, response and resolution times, as well as the applicable service credit policy in the event of an SLA breach.

As a Microsoft CSP Tier-1 Partner, and in addition to Microsoft's own SLA guarantees, we also provide dedicated SLAs for Cloudspark Cloud, Co-Location, Backup, and Managed Services. Full SLA details for each service are shared transparently on this page.

  • Cloudspark Cloud: 99.95% Uptime Guarantee
  • Microsoft Azure: Up to 99.99% Uptime (Service Based)
  • Microsoft 365: 99.9% Backed Guarantee
  • 24/7 Technical Support — P1 Response: 15 Minutes
  • Automatic Credit Policy for SLA Violation
  • Monthly Uptime Reporting & Transparency
%99.95
Cloudspark Cloud Uptime
Monthly max. 21 min 54 sec interruption
15 min
P1 First Response Time
Maximum in critical faults
7/24
Technical Support
Phone, ticket, e-mail
%30
Max. SLA Credit
Monthly bill for uptime violation
Service Based SLA

Uptime Guarantees — All Services

The table below presents the uptime commitments for each service category, including the maximum allowable monthly downtime and the scope of SLA coverage.

Service Uptime SLA Monthly Max. Interruption Scope
Cloudspark Cloud (VM) %99.95 21 min 54 sec Compute, Network, Storage
Cloudspark Cloud (S3 Storage) %99.9 43 min 50 sec Object Storage API accessibility
Cloudspark Kubernetes %99.9 43 min 50 sec Control Plane, API Server
Microsoft Azure (VMs) %99.99 4 min 23 sec Availability Zone deployment
Microsoft Azure (Public) %99.95 21 min 54 sec App Service, AKS, SQL, CosmosDB etc.
Microsoft 365 %99.9 43 min 50 sec Exchange, Teams, SharePoint, OneDrive
Microsoft 365 Copilot %99.9 43 min 50 sec AI assistant accessibility
Microsoft 365 Security %99.9 43 min 50 sec Defender, Entra ID, Intune, Purview
Azure AI Services %99.9 43 min 50 sec OpenAI, Cognitive Services, AI Studio
GitHub Enterprise & Copilot %99.9 43 min 50 sec GitHub Cloud, Actions, Copilot
Microsoft Fabric %99.9 43 min 50 sec Data Engineering, Power BI, Real-Time
SQL Server (Azure Arc) %99.95 21 min 54 sec Azure Arc management layer
Acronis Cloud Backup %99.9 43 min 50 sec Backup/restore platform
Microsoft 365 Backup %99.9 43 min 50 sec Exchange, OneDrive, SharePoint backup
co-location %99.95 21 min 54 sec Electricity, cooling, network (Tier III+)
Managed Services %99.9 43 min 50 sec Server management, monitoring, security

* SLAs for Microsoft services are based on Microsoft's own financially backed commitments. As a CSP Tier-1 Partner, Cloudspark reflects these SLAs to its customers.
* Planned maintenance periods are not included in the SLA calculation. Planned maintenance is notified at least 48 hours in advance.

Detailed Scope

Service Based SLA Details

SLA scope of each service category, included components and promised metrics.

Cloudspark Cloud

99.95% Uptime Guarantee

Our own cloud infrastructure running on Virtuozzo Hybrid Infrastructure. Including compute, storage and network SLA.

  • VM Compute — vCPU & RAM availability
  • NVMe SSD Storage — Block storage I/O
  • S3 Object Storage — API accessibility
  • SDN Network — VXLAN, Floating IP, LBaaS
  • Self-Service Portal — Admin panel uptime
  • VM HA — Automatic failover on node failure

Microsoft Azure

99.95% – 99.99% Uptime

Microsoft's financially backed SLA guarantee for 200+ Azure services. Cloudspark provides architectural and management support.

  • VM (AZ) — 99.99% with Availability Zone
  • AXLE — Kubernetes control plane 99.95%
  • Azure SQL — Business Critical 99.995%
  • App Service — Web Apps 99.95%
  • Azure Functions — Consumption plan 99.95%
  • CosmosDB — Multi-region 99.999%

Microsoft 365

99.9% Uptime Guarantee

Microsoft's financially backed commitment to Office apps, Teams, Exchange, SharePoint and OneDrive.

  • Exchange Online — Email accessibility
  • Microsoft Teams — Chat, meeting, call
  • SharePointOnline — Document management
  • OneDrive — File synchronization
  • Microsoft 365 Copilot — AI assistant
  • Office Web Apps — Browser applications

Security & Compliance

99.9% Uptime Guarantee

Zero trust security ecosystem with Microsoft 365 Security, Defender, Entra ID, Intune and Purview.

  • Microsoft Defender — XDR protection platform
  • Entra ID (Azure AD) — Identity management
  • intune — Device management (MDM/MAM)
  • Purview — Information protection, DLP
  • Sentinel — SIEM & SOAR
  • Conditional Access — Conditional access

Backup Services

99.9% Uptime Guarantee

The security of your data is guaranteed with Acronis Cloud Backup and Microsoft 365 Backup.

  • Acronis Cyber ​​Protect — VM, physical, SaaS backup
  • M365 Backup — Exchange, OneDrive, SP backup
  • RPO — Up to 15 minutes recovery point
  • RTO — Up to 4 hours recovery time
  • Retention — Storage period up to 30 days
  • encryption — AES-256 end-to-end

Co-Location & Managed Services

99.95% Uptime Guarantee

Physical server hosting and managed infrastructure services in Tier III+ data centers.

  • Electricity (2N) — Dual redundant UPS + generator
  • Cooling — N+1 HVAC redundancy
  • network — BGP multi-homed, DDoS protection
  • Physical Security — Biometric, CCTV, 24/7
  • Server Management — OS, security, monitoring
  • Proactive Monitoring — CPU, RAM, disk, network alarms
Priority Levels

Fault Levels & Response Times

All support requests are classified into 4 priority levels based on impact. The guaranteed initial response time and target resolution time for each level are stated below.

P1 — Critical
Full Deduction
15 min first reply
The service is completely inaccessible or severe performance loss affecting all users. Solutions are sought by working continuously 24/7.
Target Solution: 4 hours
Server down network outage Storage failure Risk of data loss
P2 — High
Partial Deduction
30 min first reply
The service is partially working, but important functions are affected. Business continuity is at risk. Workaround may be available.
Target Solution: 8 hours
VM slowdown Email delay backup error HA failover
P3 — Normal
Limited Impact
2 hours first reply
Issue affecting specific users or functions. Business continuity is not in danger but correction is necessary.
Target Solution: 24 hours
Configuration request SSL renewal DNS change firewall rule
P4 — Information
Question / Request
8 hours first reply
General questions, requests for information, suggestions for improvements or planned change requests. It's not an emergency.
Target Solution: 72 hours
Capacity planning Billing question architectural consultancy Report request
Credit Policy

What Happens
in SLA Violation?

If the committed uptime level is not met, a service credit (discount) is automatically applied to the affected month's invoice. This credit policy applies to all Cloudspark services.

Credit requests must be submitted via a support ticket within 30 days following the end of the month in which the outage occurred. The approved credit is automatically applied to the subsequent invoice. No cash refunds are provided.

  • Planned maintenance periods are not included in the SLA calculation
  • Force majeure (natural disaster, war, etc.) excluded
  • Customer-related interruptions are excluded
  • Third party software/hardware bugs excluded

Cloudspark Services — SLA Credit Table

Monthly Uptime Downtime Credit Rate
%99.95 – %99.90 22 min – 43 min %10
%99.90 – %99.00 44 min – 7 hours 18 min %15
%99.00 – %95.00 7 hours 18 minutes – 36 hours 30 minutes %25
< %95.00 > 36 hours 30 min %30

Microsoft Services — SLA Credit Table

Monthly Uptime Explanation Credit Rate
< 99.99% (Azure SLA services) Azure VM, AKS, etc. that are under commitment. %10
< %99.00 Extended Azure outage %25
< %95.00 Serious platform failure %100
< 99.9% (Microsoft 365) Exchange, Teams, SharePoint outage %25
Support Channels

How can you reach us?

We offer 24/7 technical support for all our services. We provide instant intervention via phone for faults at P1 and P2 level.

Telephone

For P1/P2 faults, contact our technical team directly. Fastest response channel.

Active 24/7

Ticket System

Create a support request via WHMCS. All transactions are recorded and tracked.

Active 24/7

Email

Write to [email protected]. Automatic ticket is created and answered.

Active 24/7

Customer Representative

Direct communication with the special customer representative assigned to corporate customers.

Business hours
Proactive Monitoring

Monitoring & Reporting

Our entire infrastructure is monitored 24/7. Problems are detected and addressed before customers notice.

Real Time Monitoring

CPU, RAM, disk I/O, network bandwidth, uptime and response times are monitored in seconds. Prometheus + Grafana infrastructure.

Automatic Alarm

When threshold values ​​are exceeded, the team is instantly informed. Disk fullness, CPU spike, service down, SSL duration etc. automatic alerts.

Monthly SLA Report

Every month, service-based uptime percentages, number of incidents, average resolution times and SLA performance are shared as a report.

Security Scanning

Regular vulnerability scanning, firewall log analysis, brute-force protection and OS/application update tracking.

Backup Verification

The integrity of the backups taken is tested automatically. Restore attempts are made and reported periodically.

Capacity Planning

Resource usage trends are analyzed and capacity increase or optimization is recommended before bottlenecks occur.

SLA Process

SLA
How Does It Work?

Cloudspark SLA process starts from the date of service purchase and It continues with a continuous improvement cycle.

1. Service Agreement

SLA conditions, uptime guarantee and support scope are determined in writing and mutually signed.

2. Infrastructure Setup

Services are configured, the monitoring system is activated and baseline performance measurements are made.

3. Proactive Monitoring

With 24/7 monitoring, automatic alarms and proactive intervention, problems are solved before they escalate.

4. Incident Management

When a fault is reported, the response time starts according to the priority level. Continuous information is provided.

5. Reporting & Improvement

Monthly SLA report is shared. Uptime metrics, incident root cause analysis (RCA) and improvement suggestions are presented.

SLA Process
Monitoring
Get More Info
Answers

Frequently Asked
Questions

What does SLA (Service Level Agreement) mean?
SLA (Service Level Agreement) is the service quality standards that the service provider undertakes to the customer in writing. Uptime guarantee covers fault response times, resolution times and credit policy in case of violation. At Cloudspark, we offer clear and measurable SLAs for all our services.
How much downtime does 99.95% uptime mean?
99.95% uptime, maximum per month 21 minutes 54 seconds It means unplanned outage. This calculation only covers unplanned outages — planned maintenance periods are not included. Comparison: 99.9% = 43 min 50 sec/month, 99.99% = 4 min 23 sec/month.
Who guarantees the SLA of Microsoft services?
SLA for Microsoft Azure, Microsoft 365 and other Microsoft services directly Microsoft by is financially supported. As a CSP Tier-1 Partner, Cloudspark reflects these SLAs to its customers and manages the credit process in case of violation. SLA details On the Microsoft SLA page is published.
How can I get credit in case of SLA violation?
Starting from the end of the month in which the outage occurred 30 days You can request a loan by opening a support ticket. Credit rates for Cloudspark services range from 10% to 30%. For Microsoft services, Microsoft's own credit policy applies (up to 100% for Azure). The credit will be applied to the next invoice, no cash refund will be given.
Are planned maintenance included in the SLA?
No. Planned maintenance periods are included in the SLA calculation. not included. All planned maintenance at least 48 hours Notified in advance by e-mail. Maintenances are planned at night (02:00-06:00) whenever possible. A minimum of 4 hours notice is required for urgent security patches.
Who determines the fault priority level?
The fault priority level is determined by our support team based on impact analysis. But the customer is also may suggest priorities during notification. P1 (Critical) — full outage, P2 (High) — partial outage, P3 (Normal) — limited impact, P4 (Information) — question/request. Priority level is determined during the escalation process when necessary. can be upgraded.
Are force majeure situations covered by the SLA?
No. Natural disasters, war, terrorism, epidemics, government intervention, power grid outages, etc. force majeure It is outside the scope of the SLA. Additionally, customer-related interruptions (misconfiguration, Network problems on the customer side, etc.) and third party software/hardware failures are also not included in the SLA.
How to get monthly SLA report?
Automatically in the first week of each month for our customers who receive managed services monthly SLA report is sent. Report; service-based uptime percentages, number of incidents, average resolution times (MTTR), Includes root cause analysis (RCA) and improvement recommendations. The report also You can also request it through your customer representative or support ticket.
Through which channels can I reach the support team?
To our technical team telephone, WHMCS ticket system And email You can reach us 24/7 via ([email protected]). For faults at P1 and P2 level phone support is recommended — the fastest response is provided through this channel. A special customer representative is also assigned to our corporate customers.
Is the SLA the same for all customers?
SLA terms on this page standard SLAand is valid for all customers. Customized SLA packages for corporate customers (higher uptime, shorter response time, 24/7 dedicated customer representative, special maintenance window, etc.) may be offered. For details contact us.
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