Service Level Agreement (SLA)

Last updated: June 25, 2026

This Service Level Agreement outlines the performance standards and operational boundaries of the infrastructure services provided by Shika Cloud ("we", "us", or "our").

1. Best Effort Uptime

As a high-performance cloud orchestration platform, Shika Cloud utilizes a network of global infrastructure partners to deliver Virtual Private Servers (VPS). We strive to provide a 99.9% uptime target.

However, because we utilize physical hardware managed across multiple distributed datacenters, our uptime target is provided on a "Best Effort" basis. Network routing issues, hardware failures, or regional outages at the infrastructure level are explicitly outside of our direct control.

2. No Financial Compensation

Because our services are offered at highly competitive rates, we do not offer financial compensation, wallet credits, or refunds for downtime, outages, or data loss caused by infrastructure partner failures, network DDoS attacks, or scheduled maintenance.

3. Support Response Times

Our support team operates on a ticketing system. We aim to respond to critical infrastructure tickets (e.g., server offline, provisioning failures) within 12 hours. Non-critical tickets (e.g., billing inquiries, general questions) will be addressed within 24 to 48 hours.

4. Maintenance Windows

Scheduled maintenance by Shika Cloud or our upstream providers will be communicated via email or dashboard notifications at least 24 hours in advance whenever possible. Emergency maintenance to patch critical security vulnerabilities may occur without prior notice.

5. Data Backups & Liability

You are solely responsible for your data. While we offer snapshot features, we do not guarantee the integrity of these snapshots. In the event of a catastrophic hardware failure at the upstream datacenter, data may be irretrievably lost. We strongly advise you to maintain off-site backups of all critical data.