Service Level Agreement
Uptime commitments, support response times, incident severity levels, and service credit policies
Service Level Agreement
Fugoku is committed to providing reliable infrastructure with clear, measurable service level commitments. This SLA applies to all compute, storage, and networking services unless otherwise specified in a custom enterprise agreement.
Uptime Commitments
| Service | Monthly Uptime | Service Credit |
|---|---|---|
| Virtual Machines | 99.95% | 10% of monthly fee |
| Bare Metal Servers | 99.95% | 10% of monthly fee |
| GPU Instances | 99.9% | 10% of monthly fee |
| Block Storage | 99.99% | 10% of monthly fee |
| Load Balancers | 99.99% | 10% of monthly fee |
| Networking (VLAN, Private Networks) | 99.99% | 10% of monthly fee |
Uptime calculation: Uptime percentage = (Total minutes in month - Unplanned downtime minutes) / Total minutes in month × 100
Excluded from downtime:
- Scheduled maintenance (with 48-hour advance notice)
- Force majeure events (natural disasters, war, government action)
- Customer-induced issues (misconfiguration, resource exhaustion)
- Third-party service failures outside Fugoku's control
Service Credits
Service credits are automatically applied to your next invoice when SLA thresholds are not met.
| Uptime achieved | Credit percentage |
|---|---|
| 99.9% - 99.94% | 10% |
| 99.0% - 99.89% | 25% |
| Below 99.0% | 50% |
Credit request process:
- Open a support ticket within 30 days of the incident
- Provide incident details and impact assessment
- Fugoku verifies downtime against internal monitoring
- Credit applied within 60 days of verification
Support Tiers
Community (Free)
- Channels: Discord, documentation, community forums
- Response time: Best effort
- Coverage: Community volunteers and Fugoku team during business hours
- Best for: Development, testing, hobby projects
Standard (Included)
- Response time: < 8 business hours
- Channels: Email support, ticket system, phone (business hours)
- Coverage: Monday-Friday, 09:00-18:00 local time
- Best for: Production workloads, small teams
Premium (Custom pricing)
- Response time: < 1 hour (24/7/365)
- Channels: Dedicated engineer, 24/7 phone, private Slack channel
- Coverage: 24/7/365
- Best for: Enterprise, mission-critical workloads
Incident Severity & Response Times
P1 - Critical
Definition: Service completely unavailable or data loss occurring.
- Response time: < 15 minutes
- Update frequency: Every 15 minutes
- Escalation: Automatic to senior engineering and management
- Examples: API completely down, database unavailable, security breach
P2 - High
Definition: Major functionality impaired, no workaround available.
- Response time: < 1 hour
- Update frequency: Every 30 minutes
- Escalation: To senior engineering after 2 hours
- Examples: Cannot create new servers, storage inaccessible, networking outage
P3 - Medium
Definition: Minor impact, workaround available.
- Response time: < 4 hours
- Update frequency: Every 2 hours
- Escalation: To engineering lead after 8 hours
- Examples: Degraded performance, non-critical feature broken
P4 - Low
Definition: Cosmetic or informational issue.
- Response time: < 8 hours
- Update frequency: Every 4 hours
- Escalation: To product team after 24 hours
- Examples: Documentation error, UI glitch, minor bug
Scheduled Maintenance
- Advance notice: 48 hours minimum
- Maintenance windows: Typically weekends or low-traffic periods
- Duration: Usually < 4 hours
- Notifications: Email, dashboard banner, status page
- SLA exclusion: Scheduled maintenance does not count against uptime SLA
Emergency Maintenance
- Advance notice: As much advance notice as possible
- Justification: Security patches, critical bug fixes, infrastructure stability
- Frequency limit: Typically < 2 per quarter per service
- SLA exclusion: Emergency maintenance may count against SLA if it causes unplanned downtime
Monitoring & Transparency
- Status page: status.fugoku.com
- Real-time metrics: Available in Console dashboard
- Historical uptime: 12-month rolling average published quarterly
- Incident post-mortems: Published within 5 business days of P1/P2 incidents
Enterprise Custom SLAs
Enterprise customers can negotiate custom SLAs including:
- Higher uptime commitments (99.99%+)
- Dedicated infrastructure zones
- Custom support response times
- On-site engineering support
- Private network peering
- Custom disaster recovery solutions
Contact enterprise@fugoku.com to discuss custom SLAs.
Limitations
- SLA credits are limited to the monthly service fee for the affected service
- Cumulative credits in any 12-month period cannot exceed 50% of total fees paid
- SLA does not cover beta or preview services (marked as such in documentation)
- SLA applies only to paying customers in good standing
Next Steps: