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Last updated: June 2026

Service Level Agreement

This Service Level Agreement (“SLA”) between Runstate Ltd (“zCloud”, “we”, “us”) and the customer (“you”) describes our uptime commitment for zCloud services and how we measure it.

1. Definitions

  • Monthly Uptime Percentage (MUP) — the total minutes in a calendar month, minus Downtime minutes, divided by the total minutes in that month, expressed as a percentage.
  • Downtime — a period of more than five consecutive minutes during which your service is completely unreachable from the public internet due to a fault on our infrastructure, as verified by our monitoring systems.
  • Scheduled Maintenance — planned maintenance announced at least 48 hours in advance via the zCloud status page and/or email notification.

2. Uptime Commitment

zCloud commits to a Monthly Uptime Percentage of 99.9% for billable zCloud Compute services (standard and dedicated-CPU cloud servers). This equates to a maximum allowable Downtime of approximately 43.8 minutes per calendar month.

The commitment applies to network reachability and hypervisor availability of your instance. It does not cover the guest operating system, software you install, or your own configuration.

3. Exclusions

The uptime commitment does not apply to Downtime caused by:

  • Scheduled Maintenance announced in advance.
  • Actions or omissions by you or a third party acting on your behalf, including misconfiguration, resource exhaustion or unauthorised access.
  • Force majeure events — natural disasters, power grid failure, civil unrest, acts of government or other events beyond our reasonable control.
  • Denial-of-service attacks or other malicious traffic directed at your service, where mitigation measures are actively in progress.
  • Software faults, kernel panics or failures within your guest operating system or applications.

4. Monitoring and Status

Uptime is measured by our monitoring infrastructure, which polls each service at least once per minute. Current and historical service status is published at our status page.

If you experience a significant outage, please get in touch— we’ll investigate against our monitoring records and keep you informed. Nothing in this SLA limits or waives any right you have under applicable Mauritian consumer protection law.

5. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated by email and published before they take effect. Continued use of zCloud services after the effective date constitutes acceptance of the updated SLA.

6. Governing Law

This SLA is governed by the laws of the Republic of Mauritius. Any dispute arising from this SLA shall be subject to the exclusive jurisdiction of the courts of Mauritius.

Runstate Ltd, registered in Mauritius.
Contact: our contact form