Legal Policies & Service Agreements
Terms & Conditions
Understand CloudRevol service commitments, uptime guarantees, security practices, support policies, and service level agreements.
CloudRevol Service Agreement
This document outlines CloudRevol's operational policies, service commitments, security standards, backup policies, uptime guarantees, and customer responsibilities.
Service ScopePlan coverage and responsibilities
Uptime99% monthly infrastructure SLA
SecurityAccess and automated protection
SLA & CreditsAvailability claims and remedies
BackupsRetention and recovery policies
Managed ServicesServices defined by your contract
Data ProtectionProtection services and coverage
ContactSpeak with the CloudRevol team
Agreement & Service Scope
- These terms apply to CloudRevol services purchased by the customer. A signed service agreement takes precedence over these general terms where it expressly differs; the accepted order and subscribed plan define the services purchased. Mandatory legal rights remain unaffected.
- Self-managed hosting includes support for subscribed server services and platform features. It does not include ongoing application management, development, malware remediation, custom database tuning, traffic analysis or performance optimisation unless expressly purchased.
- Customers are responsible for application code, plugins, themes, dependencies, licences, content, updates, access permissions and workload capacity. Server administration under a management plan does not transfer responsibility for application defects or development to CloudRevol.
- Management services apply only to the subscribed servers, supported software and tasks expressly listed in the applicable plan or contract. No service listed on this page is automatically included in every hosting plan.
- Assistance provided outside the subscribed scope is discretionary courtesy assistance and does not amend the contract, establish an ongoing entitlement or waive future charges.
- CPU, memory, disk usage and website-down alerts are notifications, not a guarantee of fault diagnosis, automatic remediation or uninterrupted website availability. Historical process details are available only where recorded and retained.
- Customers must size and scale their services for their workloads. Projects sharing an instance also share its resources; a spike from one workload can affect other projects. SWAP is not a substitute for sufficient RAM or CPU capacity.
- Support requests must use official channels and include sufficient information and authorised access. Customer delays and unavailable third-party assistance may delay investigation or resolution.
99% Monthly Infrastructure Availability
- CloudRevol commits to 99% monthly availability for eligible subscribed server infrastructure, subject to the exclusions and service-credit rules below. This is an infrastructure SLA, not an application, website, transaction, performance or response-time guarantee.
- Availability is calculated for each affected service over a calendar month in UTC: 100 × (eligible minutes − qualifying unavailable minutes) ÷ eligible minutes. Eligible minutes are subscribed minutes in that month after excluded periods are removed.
- Qualifying downtime means loss of access to the server infrastructure attributable to failure of the covered infrastructure, supported by CloudRevol monitoring, provider records or other verifiable evidence. A single website alert or failure from one customer network does not alone establish infrastructure downtime.
- Exclusions apply only to the extent downtime is caused by: notified planned maintenance; necessary emergency maintenance; customer-requested resizing, migration or changes; customer or application errors; resource exhaustion caused by customer workloads; unsupported configurations; lawful suspension; public Internet, DNS or third-party services outside the covered infrastructure; or events beyond reasonable control. Ordinary failure of the covered hosting infrastructure is not automatically excluded because an upstream provider operates it.
- Daily, weekly and annual figures below are illustrations only. Compliance is assessed monthly; there are no separate daily, weekly or annual uptime guarantees.
| Illustrative period | 1% of period |
|---|---|
| Day | 14m 24s |
| Week | 1h 40m 48s |
| 30-day month | 7h 12m |
| 365-day year | 3d 15h 36m |
Security, Access & Automated Protection
- CloudRevol applies supported platform security controls within the subscribed service. Security tools reduce risk but cannot guarantee prevention of every attack, compromise, false positive or data loss.
- Customers must maintain supported applications, install application security updates, secure credentials, use MFA where available and promptly report suspected compromise. Customers authorise their own users and must notify us when access should be revoked.
- Self-managed hosting does not automatically include unrestricted root or sudo access. Permissions are determined by the service and platform compatibility. Customer changes to platform-controlled services may require investigation or repair outside standard support.
- Subscribing to enabled security features authorises their normal automated operation, including filtering, blocking, scanning and supported routine maintenance. Planned material service changes will be communicated; individual automated decisions do not require separate advance approval.
- Trusted public IPs and ranges can be allow-listed where supported. Customers must keep the list current. Allow-listing applies only to the relevant controls and is not an unconditional guarantee of access across every network or security layer.
- Where reasonably necessary to contain a security threat, protect other customers or comply with law, CloudRevol may restrict access, isolate services or suspend affected workloads without advance notice. We will notify the customer as soon as reasonably practicable. Destructive remediation or rebuilding requires customer authorisation unless required by law or expressly authorised in the contract.
- Geo Firewall, Secure Edge and other security add-ons are subject to their subscribed features and charges. Customers must assess country rules and exceptions for legitimate visitors, payment providers, webhooks and other integrations.
Onsite Backup Retention
- Standard platform onsite backups are included without an additional backup-service fee where provided by the subscribed plan: daily backups, two weekly recovery points and 15-day database retention. The plan and configured backup scope determine the files and databases covered.
- Onsite backups consume available server storage and may be affected by the same incident as the live server. Customers must retain sufficient disk space and maintain an independent backup suitable for their business needs.
Offsite Backups & Custom Schedules
- Offsite backups offer 15-day retention and start at USD 5 per server per month. Storage allowances, scope and additional charges are specified in the order or accepted quote; offsite service is not included unless subscribed.
- Custom backup frequency, staggering per site, execution priority, additional storage and bespoke restore work are subject to feasibility and an agreed quote. Standard scheduling does not guarantee that backups will never overlap with application workload spikes.
99%
Uptime Commitment
24/7
Automated alerts
10+
Years Experience
Global
Infrastructure
SLA Claims & Service Credits
- If qualifying monthly availability falls below 99%, an eligible customer may request an account credit equal to 10% of the recurring hosting fee for the affected service for that month. Credits exclude management fees, taxes, licences, add-ons and unaffected services.
- Claims must be submitted through official support within 15 calendar days after the affected month ends, identifying the service, UTC incident times and supporting evidence. CloudRevol will assess the claim against available records; valid claims are not rejected solely because our monitoring failed to record an incident.
- Credits are capped at 10% of the affected monthly hosting fee, cannot be duplicated for the same incident, and are applied to future invoices rather than paid in cash, except where applicable law requires otherwise.
- To the extent permitted by applicable law, these credits are the contractual remedy for failure of this uptime commitment. They do not remove non-excludable legal rights or override a separately signed SLA.
- Support response and coverage commitments apply only where expressly stated in the subscribed plan or signed agreement. An initial response is not a resolution guarantee; resolution depends on the incident, access, customer cooperation and third-party dependencies.
Managed Services Catalogue
| Service | Contract scope |
|---|---|
| Web Server Management | Only if included in your subscribed contract |
| Database Server Management | Only if included in your subscribed contract |
| Mail Server and Email Management | Only if included in your subscribed contract |
| DNS Server and DNS Management | Only if included in your subscribed contract |
| Backup Server Management | Only if included in your subscribed contract |
| Control Panel Management | Only if included in your subscribed contract |
| Infrastructure Support | Only if included in your subscribed contract |
| Proactive Monitoring | Only if included in your subscribed contract |
| Support for Linux Platform | Only if included in your subscribed contract |
| Support For Windows Platform | Only if included in your subscribed contract |
| Infrastructure & Network Setup | Only if included in your subscribed contract |
| OS Upgrade and Patches | Only if included in your subscribed contract |
| Server Security | Only if included in your subscribed contract |
| Firewall Configuration | Only if included in your subscribed contract |
| Packages update | Only if included in your subscribed contract |
| Scaling & Hardware Upgrades | Only if included in your subscribed contract |
| Data Migration | Only if included in your subscribed contract |
| Application Migration (one each server) | Only if included in your subscribed contract |
| Server Provisioning | Only if included in your subscribed contract |
| Security Patches | Only if included in your subscribed contract |
| Server Packages | Only if included in your subscribed contract |
Data Protection Services Catalogue
| Protection Area | Contract scope |
|---|---|
| Backup Configuration | Only if included in your subscribed contract |
| Users & Permissions | Only if included in your subscribed contract |
| Ports & Protocols | Only if included in your subscribed contract |
| Application(s) Data | Only if included in your subscribed contract |
| Configuration Data | Only if included in your subscribed contract |
| Control Panel Management | Only if included in your subscribed contract |
| Databases | Only if included in your subscribed contract |
| DR Assistance | Only if included in your subscribed contract |
| SSL(HTTPS) Support | Only if included in your subscribed contract |
| Technical Support | Only if included in your subscribed contract |
| Security Assistance | Only if included in your subscribed contract |
| Technology Consultation | Only if included in your subscribed contract |
| Infrastructure Support | Only if included in your subscribed contract |
| Technical Correspondence with other providers | Only if included in your subscribed contract |
CloudRevol DevOps Services
| Service | Billing | Details |
|---|---|---|
| Proxy Servers and Load Balancer | Hourly | According to Contract |
| Advanced Web Support | Hourly | According to Contract |
| Third party software installation | Hourly | According to Contract |
| Multi-tier Setup and Support | Hourly | According to Contract |
| Multi-Environment setup | Hourly | According to Contract |
DevOps services are separately scoped and billed at the rate in the accepted quote or contract. No daily support-hour allowance applies unless expressly included in that agreement.
Additional Work & Courtesy Assistance
- Application debugging, development, plugin or theme repair, malware cleanup, custom database optimisation, bespoke traffic rules, unsupported software, complex migrations and third-party vendor coordination are outside hosting-only support unless expressly included.
- Before additional billable work begins, CloudRevol will state the scope, rate or task price, minimum billing increment, estimated effort and expected response window, and obtain approval from an authorised customer representative.
- Where an applicable support plan includes an incident allowance, assistance exceeding two hours per incident requires a separately agreed quote unless that contract states otherwise. This is not an entitlement to two free hours under every hosting plan.
- Courtesy work does not create an ongoing management obligation. Work beyond an approved estimate or scope requires further approval; prior courtesy assistance does not authorise later charges.
- Repair of customer-made or unsupported configuration changes may be quoted separately. This does not permit charging for correction of CloudRevol work that fails to meet an existing contractual obligation.
Backup & Recovery Responsibilities
- Backup completion, consistency and restoration depend on available storage, access, configured scope, application state and retention. Backups cannot guarantee zero data loss, successful recovery to every point in time or a specific recovery time unless separately agreed.
- Customers remain responsible for checking that the backup scope meets their needs, retaining independent copies, protecting encryption keys and arranging restore tests. Onsite copies alone are not a complete disaster-recovery strategy.
- CloudRevol will provide backup-feature support within the subscribed scope. Custom restoration, disaster-recovery planning and application validation may require separately quoted work. Restoration may overwrite existing data and requires authorised instructions.
- Loss arising from expired retention, customer deletion, unavailable credentials, excluded data or customer-disabled backups is outside the promised backup scope. Liability for other loss is governed by the liability section and applicable law; no blanket waiver of mandatory rights applies.
- Risk assessments, restore exercises and recovery-time or recovery-point commitments are included only where expressly agreed.
Roles & Responsibilities
- CloudRevol supports the subscribed server services and platform features, uses reasonable care in agreed work and communicates material incidents and changes within the applicable service scope.
- Customers are responsible for lawful content, application behaviour, user access, software licences, secure credentials, sufficient resources and timely payment. Hosting alone does not include application administration or regulatory certification.
- Customers must provide accurate instructions, an authorised contact and timely cooperation. Customers must test application behaviour, payments and integrations after configuration changes or migrations.
- Historical metrics, logs and audit records are limited to the enabled collection and applicable retention; continuous forensic evidence is not included by default.
Liability & Third-Party Claims
- To the extent permitted by applicable law, CloudRevol is not liable for indirect or consequential loss, including lost profits, revenue, business opportunities or reputation arising from use of the services.
- Subject to the exceptions below and any separately signed agreement, aggregate liability arising from the affected service is limited to the fees paid for that service during the three months preceding the event giving rise to the claim. This limitation applies only where lawfully incorporated into the customer agreement.
- Nothing excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability or remedy that cannot lawfully be excluded or restricted. Mandatory consumer and data-protection rights remain unaffected.
- To the extent permitted by law, the customer will reimburse reasonable third-party claim costs caused by the customer's unlawful content, infringement or material breach. This does not cover loss caused by CloudRevol's own breach or wrongdoing. CloudRevol will provide prompt notice, reasonable cooperation and an opportunity to participate in the defence; settlements imposing obligations on the customer require consent.
- CloudRevol is the contracting service provider. Requests and contractual claims should be directed to CloudRevol through official channels. These terms do not impose personal performance guarantees on individual staff members.
Data, Confidentiality & Third-Party Dependencies
- Customers retain ownership of their data and are responsible for lawful collection, use and required permissions. CloudRevol may access data only as necessary to provide authorised services, investigate incidents or comply with law, subject to applicable confidentiality and privacy obligations.
- Personal-data processing is subject to the applicable privacy notice and any required data-processing agreement. Hosting does not itself certify compliance with a particular industry or regulatory standard.
- Third-party licences, integrations and external networks remain subject to their own limitations and terms. CloudRevol does not guarantee their independent operation; this does not remove an express commitment for infrastructure covered by our SLA.
- Events beyond reasonable control may delay affected obligations. CloudRevol will take reasonable steps to mitigate disruption and communicate material impact. Applicable mandatory remedies and any signed contract provisions remain in force.
Contact Information
- Support Email: [email protected]
- CloudRevol Management: [email protected]
- Email Support: [email protected]
Support Response Scope
- Monitoring can operate continuously without including round-the-clock human support or a fixed response-time guarantee. Hosting-only requests are handled according to the applicable support coverage and incident priority.
- Guaranteed response times, proactive intervention and dedicated support apply only where expressly purchased. Customer or third-party dependencies may delay resolution; no blanket 30-minute or one-hour response promise is made by this page.
Maintenance & Service Changes
- CloudRevol may perform maintenance necessary for supported platform operation. Where reasonably practicable, planned service-affecting maintenance will be notified in advance.
- Urgent security or stability work may proceed without advance notice, with notification as soon as reasonably practicable. Customer-specific changes outside routine subscribed operation require authorised instructions.
- Upgrades, scaling and migrations can involve downtime, compatibility changes or customer testing. Estimates are not guaranteed completion times unless expressly agreed.
- Material reductions to an existing contractual commitment do not apply retrospectively. Any agreed notice or renewal requirements in the customer contract must be followed.
Subscriptions, Billing & Charges
- Billing cycles and renewal terms are those accepted at purchase, including monthly, quarterly, six-monthly or annual options where offered. Customers are responsible for applicable taxes, licences, usage charges and subscribed add-ons.
- Resizing, additional storage, offsite backups and paid features may change recurring fees. Applicable costs will be disclosed before customer-authorised activation.
- Invoices are payable by their stated due date. Overdue services may be suspended following the applicable notice and contractual process. Any reinstatement fees must be disclosed and agreed under the applicable terms.
- Billing disputes should be raised promptly through [email protected]. Undisputed amounts remain payable; mandatory dispute and consumer rights are preserved.
- Price changes apply prospectively with notice before renewal in accordance with the applicable agreement. No retrospective charge is created by updating this page.
Acceptable Use, Suspension & Termination
- Customers must not use services for unlawful activity, unauthorised access, malware distribution, abusive traffic, unsolicited bulk messaging or infringement of third-party rights. Customers are responsible for activity by their authorised users.
- CloudRevol may proportionately restrict or suspend services for material breach, non-payment, security threats or legal requirements. Notice and an opportunity to remedy will be provided where practicable, except where urgent action is reasonably necessary.
- Customers may cancel through official channels subject to the accepted billing and cancellation terms. Cancellation does not itself erase charges already properly incurred.
- Customers must export data and independent backups before termination. Services and associated backups may be deleted after termination in accordance with notified retention terms and applicable law. No indefinite post-termination storage or recovery is promised.
- Remediation or migration following a compromise or suspension may require separately agreed paid work.
Refunds & Cancellation Rights
- Except for an expressly offered refund policy, approved SLA credits or rights required by applicable law, prepaid fees for unused service periods are not refundable.
- Non-refundable third-party licence or provider costs remain subject to their disclosed terms. These provisions do not restrict remedies that cannot legally be excluded.
Changes to These Terms
- CloudRevol may update these terms prospectively. Material changes affecting existing customers will be notified before taking effect, subject to the signed agreement, applicable law and any required renewal or consent process.
- Updating this page does not retrospectively reduce an existing uptime commitment, alter an accepted quote or resolve a prior incident under newly introduced exclusions. A signed agreement continues to control where it differs.
- Questions about scope, changes or contract interpretation should be submitted through official support channels.
Note: The backup frequency can be adjusted to meet specific needs, with additional charges applicable for offsite storage and configuration of additional backups.
Need Clarification?
Our support team is available to answer questions regarding service agreements, uptime guarantees, and managed services.
Contact CloudRevol