Transparent service level policy

At OnCloud we are transparent. We know that providing accurate and timely information allows businesses to grow and take action on any eventuality or contingency that arises. That is why we are updating our level of service on this page every month so that you can evaluate us and give us your vote of confidence. In the Incident Log and on the OnCloud Twitter ( @oncloudmx ) we will publish if we are presenting any contingency.

What is the SLA and how is it calculated?

The SLA (Service Level Agreement) or Committed Service Level Agreement is a written contract between a service provider and its client in order to set the agreed level for the quality of said service. The SLA is a tool that helps both parties reach a consensus in terms of the level of service quality.

In OnCloud the SLA is divided into 6 parts:

  • SLA Telcom: WAN Wide area network.
  • SLA Energy: Redundant Electric Power.
  • SLA Communications: LAN Local area network.
  • SLA Servers: Virtual machine monitor.
  • SLA Hybrid Shared Storage: Where all the data resides.
  • SLA Flash Shared Storage: Where all the data resides.

Real Time SLA

The current SLA is % and is updated every hour. If everything goes correctly the level goes up but if we have a contingency it goes down.

How do we calculate our SLA in Real Time?

The formula we use to calculate the SLA in Real Time is the sum of the time down (Downtime) between the minutes that have passed since August 8, 2014 to today’s date:

SLA=100-((100*(Sum(Downtime))/(Minutes since August 1, 2014))

Annual SLA

How do we calculate our Annual SLA?

The formula we use to calculate the SLA year is the sum of the time down (Downtime) for each year divided by the minutes that have passed in each year:

SLA=100-((100*(Sum(Downtime per year))/(minutes per year))

Monthly SLA

How do we calculate our Monthly SLA?

We use the same formula as in the Annual SLA, we only group it by month:

SLA=100-((100*(Sum(Downtime per month))/(Minutes per month))

Level of Service Committed by OnCloud

Incident log

What happens if we fail in the service?

At OnCloud we strive every day to exceed our commitment of 99.90% (8 hours 45 minutes of failures per year) but if this is not met we will offer our customers a 5% discount on their monthly billing. For more information about this guarantee, review your OnCloud contract with your account executive or write to us at