Service Level Agreement (SLA)
How CloudPrint measures availability, handles exclusions and incidents, and provides service credits to customers whose plan includes an SLA.
1. When this SLA applies
This agreement applies only to a commercial agreement that explicitly includes the SLA. If the signed agreement sets different service levels or credit terms, that agreement takes precedence.
2. Availability commitment
CloudPrint commits to at least 99.9% availability in each calendar month for the covered production services. The covered services are the Public API and Agent API used to accept print jobs and maintain communication with local agents.
3. How availability is measured
Monthly availability is calculated as (total minutes in the month − unavailable minutes) / total minutes in the month × 100%. An unavailable period starts after two consecutive failed external checks of a covered service and ends after the first successful check. If either covered service is unavailable, that period counts as CloudPrint downtime.
4. Exclusions
The calculation excludes announced scheduled maintenance; failures of a customer's printer, computer, local agent or network; blocking or disruption on the network path between the customer and CloudPrint; use that breaches the documentation or platform safeguards; preview features; attacks, natural disasters and other events outside CloudPrint's reasonable control.
5. Maintenance and incidents
CloudPrint aims to announce scheduled work that may affect availability at least 48 hours in advance. Confirmed incidents and recovery updates are published on the service status page. A failed automated check alone is not treated as a confirmed incident.
6. Service credits
If monthly availability is at least 99.0% but below 99.9%, the customer receives a service credit equal to 10% of the monthly service fee under the agreement. If availability is below 99.0%, the credit is 25%. Total credits are capped at 25% of the service fee for the affected month and are not redeemable for cash.
7. Requesting a credit
Send a request to support@cloudprint.me within 30 calendar days after the affected month ends. Include the account, dates and times, the affected workflow, and any known X-Request-Id or print job IDs. CloudPrint verifies the request against monitoring data and applies an approved credit to the next invoice.
8. Monitoring data
CloudPrint uses automated external checks of production addresses for operational status. The public status page shows the current component state, while the detailed monitor shows recent check results. These checks support availability measurement but do not replace an investigation of customer impact.