This Service Level Agreement ("SLA") describes the level of service that Galaxy Cloud Solutions LLC ("Company", "we", "us") commits to providing to customers. This SLA is incorporated into and subject to our Terms of Service.
Galaxy Cloud Solutions LLC targets a monthly network uptime of 99.9% ("best effort"), excluding scheduled maintenance and circumstances beyond our control. We do not currently offer financial credits for downtime.
Uptime commitments do not apply to downtime caused by:
We commit to the following support response times for tickets submitted through our client portal:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely down, no access | Within 4 hours |
| High | Significant service degradation | Within 8 hours |
| Normal | General questions and issues | Within 24 hours |
| Low | Feature requests and billing questions | Within 48 hours |
Support is provided in English only. Response times are best effort and may vary during holidays or periods of high demand.
We will provide at least 24 hours advance notice for scheduled maintenance that may affect service availability. Emergency maintenance may be performed without notice when required to protect the security or integrity of our infrastructure.
Service status and uptime history is publicly available at status.galaxycloudsolutions.com. We monitor all customer VMs 24/7 and will proactively notify customers of resource usage issues.
In the event of a significant service disruption, we will:
This SLA does not apply to free trials, promotional services, or accounts in violation of our Terms of Service or Acceptable Use Policy. Galaxy Cloud Solutions LLC reserves the right to modify this SLA at any time with 30 days notice.
Support: galaxycloudsolutions.com/support
Email: [email protected]
Status: status.galaxycloudsolutions.com