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Service Level Agreement (SLA) – Virtual Private Cloud (VPC)

Last Updated Date17 April 2026

This document defines the Service Level Commitments (SLA) applicable to the Virtual Private Cloud (VPC) product provided by Cloud Temple (hereinafter referred to as "the Provider" or "Cloud Temple"). It supplements Cloud Temple's General Terms of Sale and Service and forms an integral part thereof.

1. Definitions​

For the purposes of this SLA, the following capitalized terms shall have the meanings set forth below:

  • Monthly Availability Rate: The guaranteed percentage of uptime for the VPC service data plane during a calendar month.
  • VPC Service: The set of components managed by Cloud Temple that constitute the Virtual Private Cloud: VPC router, Private Networks, and External Gateway with its NAT, DNAT, and Floating IP features.
  • Data Plane: The network transport plane responsible for routing traffic between the private networks within the same VPC, as well as Internet connectivity via the External Gateway.
  • Control Plane: The APIs and interfaces (Cloud Temple Console) used to create, modify, and delete VPC resources (networks, routers, Floating IPs, security rules).
  • Downtime Period: A complete interruption of routing between the private networks within the same VPC, or a total loss of Internet connectivity via the External Gateway when enabled, as detected by Cloud Temple's monitoring tools.
  • Downtime Duration: The uninterrupted time during which the Downtime Period is observed. To be counted under this SLA, a Downtime Duration must be at least five (5) consecutive minutes.

2. Service Level Agreements (SLA)​

Cloud Temple commits to the following monthly availability levels:

ComponentGuaranteed Monthly Availability Rate
VPC Data Plane (routage inter-réseaux, NAT, DNAT)99.99 %
VPC Control Plane (API, Console Cloud Temple)99.9 %

A Monthly Availability Rate of 99.99 % for the data plane corresponds to a maximum of 4.4 minutes of authorized downtime per calendar month.

In the event of non-compliance with these commitments, the Customer may claim Service Credits under the conditions set forth in Article 5.

3. Measurement and Scope of Availability​

Monitoring and calculation of the Monthly Availability Rate are performed exclusively by Cloud Temple's infrastructure monitoring tools.

Scope of responsibility:
This SLA covers only the network components managed by Cloud Temple :

  • The VPC router and the internal routing table.
  • Private Networks (segments L2) and their availability at the data plane level.
  • The external gateway (External Gateway), its NAT and DNAT features, and the associated floating IPs.
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Compute resources (VM Instances, IaaS OpenSource, IaaS VMware) connected to the VPC are subject to separate SLAs and are not covered by this document.

4. SLA Exclusions​

This SLA does not constitute a commitment regarding elements outside Cloud Temple's direct control. Outages resulting from the following are not considered Downtime Periods:

  1. Client Configurations: Network filtering rules (Security Groups, ACLs) configured by the Client that block connectivity, IP address conflicts, misconfigured subnets or static routes.

  2. Failures of Connected Resources: Failures at the operating system or application level hosted on compute instances (VM Instances, IaaS, Bare Metal) connected to the VPC.

  3. External Internet Connectivity: Connectivity interruptions occurring beyond the Cloud Temple demarcation point (incidents with Internet transit providers, degradation of upstream BGP links).

  4. Scheduled Maintenance: Maintenance activities on Cloud Temple's network infrastructure that have been subject to prior notification as part of the maintenance windows outlined in the Client's support contract.

  5. Abusive Behavior or Violation: Suspension of the VPC service by Cloud Temple following a violation of the Terms and Conditions or security requirements (e.g., malicious network activity, failure to comply with the Acceptable Use Policy).

  6. Force Majeure: Events beyond Cloud Temple's reasonable control (natural disasters, acts of war, national power outages, etc.).

5. Service Credits and Penalties​

5.1 VPC Data Plan​

If the 99.99% Monthly Availability Rate is not met for the data plan, the Customer is eligible for a Service Credit calculated as a percentage of the monthly billed amount for the VPC service:

Actual Monthly Availability RateService Credit
Between 99.00% and 99.98%10%
Between 95.00% and 98.99%25%
Below 95.00%100%

5.2 VPC Control Plane​

If the Monthly Availability Rate of 99.9% is not met for the control plane, the Customer is eligible for a Service Credit of 10% of the monthly billed amount for the affected VPC service.

5.3 Claim Procedures​

To obtain a Service Credit, the Customer must submit a reasoned request by opening a ticket with Cloud Temple Support within thirty (30) calendar days following the month in which the incident occurred.

The request must include:

  • The UUID of the affected VPC
  • The precise timestamps of the observed Downtime Period