Spike Instance Service Level Agreement
This Service Level Agreement ("SLA") defines the terms under which Puzl Cloud provides the Spike Instance service ("Service") to Customers.
Service Definition
Spike Instances are specialized KVM-based virtual machines designed to dynamically provision and scale computing capacity automatically according to the Customer's workload, operating inside this virtual machine. Resources provided include, but are not limited to, CPU, memory and GPU.
Commencement of Service
The Service begins upon successful scheduling and allocation of Resources. Allocation is considered successful when the underlying infrastructure confirms Resource availability and assigns Resources accordingly.
Customer Control and Resource Availability
Upon successful allocation, the Customer obtains full administrative and operational control over the allocated Spike Instance. Resources dynamically scale up and down in real-time, adjusting to workload demands to optimize efficiency.
Puzl Cloud endeavors, on a best-effort basis, to provide the required Resources within the limits of the Spike Instance specified in the Admin Console. However, Puzl Cloud does not guarantee continuous Resource availability within those limits. The Availability SLA outlined in this agreement pertains exclusively to the availability of Puzl Cloud's infrastructure and APIs.
Billing
Billing is strictly based on actual Resource usage, calculated independently as follows:
- CPU consumption: measured in CPU-seconds for loaded CPU time.
- Memory consumption: measured in GB-seconds for loaded memory time.
- GPU consumption: measured in GPU-seconds for allocated GPU time.
Customers will not incur charges for idle or unused CPU and memory, ensuring that billing strictly reflects real-time Resource consumption associated with the virtual machine and the Customer's workload.
Service Availability and Credits
Puzl Cloud guarantees a Quarterly Uptime Percentage of at least 99.9% ("Availability SLA") during each calendar quarter. If Service availability falls below this threshold, Customers will be entitled to Service Credits as specified below.
Service Credits
Service Credits are calculated based on the total Resource spending for the affected calendar quarter:
| Quarterly Uptime Percentage | Service Credit Amount |
| 99.0% ≤ Availability < 99.9% | 10% of quarterly Resource spending |
| 95.0% ≤ Availability < 99.0% | 25% of quarterly Resource spending |
| Availability < 95.0% | 75% of quarterly Resource spending |
Service credits will be applied as discounts on future invoices and represent the Customer's sole and exclusive remedy for breaches of this SLA.
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.