Service Level Agreement (SLA)
Effective Date: July 13, 2026
1. Overview
This Service Level Agreement (“SLA”) outlines the service commitments provided by E1W Cloud (“E1W Cloud,” “we,” “our,” or “us”) for our cloud hosting and Virtual Private Server (VPS) services. By using our services, you agree to the terms of this SLA.
2. Uptime Commitment
E1W Cloud is committed to providing 99.9% monthly network uptime for all eligible VPS and cloud hosting services.
Network uptime refers to the availability of our core network infrastructure that allows customers to access their services.
3. Scheduled Maintenance
From time to time, we may perform scheduled maintenance to improve the stability, security, or performance of our infrastructure.
Whenever possible, scheduled maintenance will be announced in advance.
Scheduled maintenance periods are not considered downtime under this SLA.
4. Emergency Maintenance
In rare situations, emergency maintenance may be required to protect the stability or security of our infrastructure.
Emergency maintenance may be performed without prior notice when necessary.
5. Service Credits
If E1W Cloud fails to meet the 99.9% monthly uptime commitment due to issues within our network infrastructure, eligible customers may request service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% or higher | No credit |
| 99.0% – 99.89% | 10% of the monthly service fee |
| Below 99.0% | 25% of the monthly service fee |
Service credits are applied to your E1W Cloud account and cannot be exchanged for cash.
6. Credit Eligibility
To qualify for a service credit:
The affected service must be covered by this SLA.
A credit request must be submitted within 7 days after the end of the affected month.
Your account must be in good standing with no overdue invoices.
You must provide sufficient information to help us verify the outage.
7. Exclusions
This SLA does not apply to downtime or service interruptions resulting from:
Scheduled or emergency maintenance.
Customer configuration errors.
Software or applications installed by the customer.
Third-party software or services.
DDoS attacks or malicious activity beyond our reasonable control.
Internet outages outside E1W Cloud’s network.
Force majeure events, including natural disasters, war, government actions, power grid failures, or other events beyond our reasonable control.
Suspension or termination of services due to violations of our Terms of Service or Acceptable Use Policy.
8. Customer Responsibilities
Customers are responsible for:
Maintaining secure passwords and account credentials.
Keeping their operating system and software updated.
Maintaining backups of their important data.
Complying with all applicable laws and E1W Cloud policies.
9. Backup Responsibility
Unless a backup service is specifically included with your hosting plan or purchased separately, customers are solely responsible for maintaining their own backups.
E1W Cloud is not liable for data loss resulting from hardware failure, software issues, accidental deletion, cyberattacks, or customer actions.
10. Support
Our support team is available to assist with technical, billing, and general inquiries.
Support requests can be submitted through our support portal or the contact methods provided on our website.
Response times may vary depending on the complexity and priority of the request.
11. Limitation of Liability
Service credits described in this SLA are the sole remedy for any failure to meet the uptime commitment.
To the maximum extent permitted by applicable law, E1W Cloud shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, business interruption, or loss of data.
12. Changes to This SLA
E1W Cloud reserves the right to modify this Service Level Agreement at any time.
Any updates will become effective upon publication on our website. Continued use of our services after changes are posted constitutes acceptance of the revised SLA.
13. Contact Us
If you have any questions regarding this Service Level Agreement or wish to request a service credit, please contact the E1W Cloud support team through the contact methods available on our website.
