Coverage; Definitions

This NLP Cloud Service Level Agreement (SLA) applies to clients that have contracted for web services from SOUPEO.

As used herein, the term "Web Services Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of client's web service is available for access.

The service is considered available when at least one location of the service that was provided to the customer is fully functional - no matter how many other locations fail.

This SLA applies to all plans except the free plan.

Service Level

NLP Cloud aims to achieve 99.999% Web Service Availability for all clients, and guarantees 99.9%, which is a maximal downtime of 43.8 minutes per month.

Subject to the following sections below, if the Web Service Availability of client's monthly subscription contract (not free plans) web service is less than 99.9%, SOUPEO will reimburse part of the monthly subscription to the client in accordance with the following schedule:

Web service availability Downtime per month Monthly subscription percentage reimbursed
> 99.9% < 43.8 minutes 0%
< 99.9% > 43.8 minutes 10%
< 99% > 7.2 hours 50%
< 90% > 3 days 100%


Client shall not receive any credits under this SLA in connection with any failure or deficiency of Web Service Availability caused by or associated with:

Credit voucher

SOUPEO monitors its infrastructure and service availability. In case there was more downtime than promised, the affected customer is reimbursed his monthly subscription according to the table above. If the customer did not receive such a notification, but believes the service availability was too low, he is required to make a request by sending an email message to [email protected]. Each request in connection with this SLA must include client's name and email address and the dates and times of the unavailability of client's web service and must be received by SOUPEO within ten (10) business days after client's web service was not available.

If the unavailability is confirmed by SOUPEO, a reimbursement will be applied for the current month after SOUPEO's receipt of client's reimbursement request.