Service Level Agreement (SLA)
Last updated: October 10, 2026
This page summarizes Cloudku’s availability (uptime) targets. Binding terms, including compensation, are set out in each customer’s service agreement or written quote.
1. Availability targets by service
| Service | Availability target |
|---|---|
| Colocation | 99.5% |
| Baremetal & dedicated servers | 99.5% |
| VPS | 99.5% |
| Cloudku Cyber Protection | Follows the Acronis SLA |
| IP Transit, DDoS Protection, and other services | As set out in your service agreement |
2. What 99.5% means in practice
A 99.5% target allows for at most about 3 hours 36 minutes of unscheduled downtime per month (30 days), or 43 hours 48 minutes per year. You can work out other figures with our Uptime & SLA Calculator.
We deliberately set our target at 99.5% so it is a promise we can keep consistently. Actual availability is generally higher than this figure.
3. Cloudku Cyber Protection
Cloudku Cyber Protection runs on the Acronis platform, with backup data stored in an Acronis data center in Indonesia. Its availability follows the SLA set by Acronis.
4. What is not counted as downtime
In general, the following are excluded from availability calculations. Exact terms follow each customer’s service agreement.
- Scheduled maintenance announced in advance.
- Issues caused by the customer’s own configuration, equipment, or applications.
- Outages in third-party networks or services outside Cloudku’s control.
- Force majeure events.
5. Reporting an incident
Report incidents by opening a ticket in the Client Area or emailing [email protected]. Our NOC monitors the network and facilities 24/7.