Norcloud Service Level Agreement

Covering Permanent (production) Odoo instances hosted by Norcloud

Effective date: [01 September 2027] | Version 1.0 (first draft)

1. Introduction and Scope

This Service Level Agreement (“SLA”) is entered into between North Sky Cloudworx Ltd (“Norcloud”, “we”) and the customer identified in the applicable order or account (“Customer”, “you”), and forms part of the agreement between Norcloud and the Customer for the provision of hosted Odoo services (the “Service”).

This SLA applies only to Permanent hosts — production Odoo instances provisioned on a paid, ongoing hosting plan. It does not apply to:

• Temporary instances (trials, demos, and short-lived evaluation instances);
• Template instances used internally to provision new Customer instances;
• instances explicitly marked as staging, sandbox, or development; or
• the Norcloud Instance Monitor mobile app, which is a client of the Service rather than the Service itself.

Where a Customer operates more than one Permanent host, this SLA applies independently to each instance.

2. Definitions

• “Downtime” means any period during which a Permanent instance is unreachable over HTTPS and returns no valid response to Norcloud's automated health checks, excluding Scheduled Maintenance and any Exclusion listed in Section 6.
• “Scheduled Maintenance” means planned maintenance carried out in accordance with Section 4.
• “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus Downtime minutes, divided by the total number of minutes in that month, expressed as a percentage.
• “Business Hours” means [09:00–17:30 UK time, Monday to Friday, excluding UK public holidays].
• “Incident” means a single episode of Downtime or a single reported fault with the Service, classified by severity per Section 5.

3. Service Availability Commitment

Norcloud targets a Monthly Uptime Percentage of [99.3%] for each Permanent host, measured on a calendar-month basis by Norcloud's own monitoring. Where the actual Monthly Uptime Percentage falls below this target for a reason not listed in Section 6 (Exclusions), the Customer may claim a Service Credit under Section 7.

4. Scheduled Maintenance

Norcloud will give Customers at least [48 hours'] advance notice, by email and/or an in-platform notice, of any Scheduled Maintenance reasonably expected to cause Downtime. Where practical, Scheduled Maintenance will be carried out outside Business Hours. Emergency maintenance required to address a security vulnerability or an imminent risk to the Service may be carried out with little or no notice, and does not count as Downtime for the purposes of this SLA.

5. Support and Incident Response

Support requests can be raised by contacting [support@norcloud.uk]. Incidents are classified and responded to on a target (not guaranteed) basis as follows:

Target first-response times apply during Business Hours for P2–P4, and 24/7 for P1. These are targets, not guarantees, except where expressly tied to a Service Credit in Section 7.

6. Exclusions

The following do not count as Downtime and are excluded from the Monthly Uptime Percentage calculation:

• Scheduled Maintenance carried out in accordance with Section 4;
• factors outside Norcloud's reasonable control, including internet backbone, DNS, or upstream provider outages, DDoS attacks, and force majeure events;
• issues caused by the Customer's own configuration, custom code, third-party modules not supplied by Norcloud, or misuse of the Service;
• suspension of the Service for non-payment or breach of the Acceptable Use Policy; and
• Temporary or non-Permanent instances (see Section 1).

7. Service Credits

If the Monthly Uptime Percentage for a Permanent host falls below the target in Section 3 in a given calendar month, and the Customer is in good standing, the Customer may request a Service Credit as follows:

Service Credits must be requested in writing within [30 days] of the end of the affected month, are capped at [100%] of that month's fees for the affected host, are the Customer's sole and exclusive remedy for a failure to meet the availability target, and are not payable in cash.

8. Backups and Disaster Recovery

Norcloud provides infrastructure for customers to perform their own backups according to their own requirements and schedule.

All Norcloud servers are continuously backed up. These backups are provided on a best-efforts basis as part of the Service and are not, by themselves, a substitute for the Customer maintaining their own independent export of critical data. The backup infrastructure allows for scheduling, verifying and downloading of standard Odoo backups. Restoration from backups is possible through standard Odoo functionality.

9. Customer Responsibilities

• keeping account and billing details up to date, and invoices paid, so the Service is not suspended;
• the security of their own users' credentials, and prompt reporting of any suspected compromise;
• the content, configuration, and any custom code or third-party modules installed on their instance, which are outside Norcloud's control unless separately contracted; and
• maintaining their own periodic export of critical data, in addition to Norcloud's backups.

10. Changes to this SLA

Norcloud may update this SLA from time to time, for example to adjust support hours or maintenance procedures. Material changes that reduce the commitments in this SLA will be notified to active Customers at least [30 days] in advance and will not apply retroactively to a billing period already in progress.

11. Term and Governing Law

This SLA remains in effect for as long as the Customer's underlying hosting agreement with Norcloud is in effect. This SLA is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from it.

12. Contact

Questions about this SLA, or a Service Credit claim, should be sent to:

North Sky Cloudworx Ltd 7 Rubin Drive, Crewe, England, CW1 3GF admin@norcloud.uk