Flexible Persistent File Storage Service Level Agreement
This Service Level Agreement ("SLA") establishes the terms and conditions under which Puzl Cloud provides Flexible Persistent File Storage ("Service") to Customers.
Service Definition
Flexible Persistent File Storage is an S3®-compatible data storage service providing reliable object storage. The Service enables customers to store and retrieve data using standard S3®-compliant APIs. Full compatibility with all features and behaviors of the S3® API is not guaranteed.
Commencement of Service
The Service commences when storage Resources are allocated following the initial data write performed by the Customer or their workloads.
Customer Control and Resource Availability
Upon successful allocation, the Customer gains full operational control over allocated storage Resources. Puzl Cloud strives to ensure data durability and accessibility, subject to the availability guarantees outlined in this SLA.
Billing
Billing for storage Resources is based strictly on actual data stored, measured in GB-seconds. Customers are billed exclusively for data actively stored within the Service, ensuring charges correspond precisely with real storage usage.
Service Availability and Credits
Puzl Cloud guarantees a Quarterly Uptime Percentage of at least 99.9% during each quarterly billing cycle. Failure to meet this commitment entitles Customers to Service Credits as outlined below.
Service Credits
Service Credits are calculated based on total quarterly charges for the affected Service:
| Quarterly Uptime Percentage | Service Credit Amount |
| 99.0% ≤ Availability < 99.9% | 10% of quarterly charges |
| 95.0% ≤ Availability < 99.0% | 25% of quarterly charges |
| Availability < 95.0% | 75% of quarterly charges |
Service Credits apply only as discounts on future invoices and represent the Customer’s exclusive remedy for service unavailability or performance issues.
Credit Request and Payment Procedures
To claim Service Credits, the Customer must submit a request via Puzl Cloud support within 30 days of the incident, including:
- Subject line: "SLA Credit Request".
- Dates, times, and duration of each downtime incident.
- Logs or supporting documentation validating the outage.
Claims not adhering to these procedures or received after the 30-day period will be deemed invalid.
Exclusions
This SLA does not apply to any Unavailability resulting from:
- Events beyond Puzl Cloud's control (natural disasters, external network failures).
- Actions or inactions of the Customer or third parties.
- Issues caused by Customer’s equipment, software, or incorrect usage.
- Scheduled or emergency maintenance notified in advance.
- Suspension or termination of Service due to violation of Puzl Cloud's Terms of Service.
General Terms
Puzl Cloud reserves the right to modify this SLA at any time. The latest SLA version is always available on the Puzl Cloud website. Continued use of the Service constitutes acceptance of updated SLA terms.