LEGAL / SLA
Service Level Agreement (SLA)
Availability, support, and protection commitments.
1. Network Availability
COREO.CLOUD operates its own infrastructure in benchmark data centers (Interxion, Equinix, NIKHEF) and maintains a commitment to high availability in network connectivity between edge routers and the client rack access switch. Specific details for each location are communicated in the service confirmation.
2. DDoS Protection
All dedicated servers include DDoS protection. The system filters anomalous traffic to preserve link continuity.
3. Hardware Replacement
In the event of failure of physical components (disks, RAM, power supplies, or motherboards) diagnosed by our technical team, COREO.CLOUD is committed to managing the replacement of the affected component in the shortest operatively viable time, subject to the availability of spare parts in the corresponding data center.
4. Scheduled Maintenance
Scheduled maintenance that may affect service availability will be notified with a minimum of 24 hours in advance. It is not counted as downtime.
5. Exclusions
The availability commitment does not cover incidents attributable to software or the operating system installed by the client, nor preventive suspensions for violations of the Acceptable Use Policy or force majeure events.