Service Level Agreement

Felicloud by Felidata – Best Effort Service

Last updated: August 2025

This Service Level Agreement (“SLA”) defines the terms and conditions for Felicloud’s lifetime cloud storage service. This is a “Best Effort” service provided from our European infrastructure. By using our services, you acknowledge and accept the limitations outlined herein.

Service Availability – Best Effort Basis

Felicloud operates on a best effort basis and targets the following availability levels, though these are goals rather than guarantees:

Important: These targets are aspirational. Actual availability may vary due to maintenance, infrastructure limitations, and circumstances beyond our control.

Planned Maintenance Windows

• Monthly maintenance: Up to 6 hours per month, typically scheduled during low-usage periods
• Emergency maintenance: May occur without advance notice when required for system stability
• Advance notice: We aim to provide 48-hour notice for planned maintenance when possible

Support Services

Technical Support Availability

• Hours: Monday to Sunday, 9:00 AM to 9:00 PM CET
• Contact: Email only at support@felicloud.com
• Response time: Up to 24 hours during business hours
• Emergency support: Not available outside business hours

Support Scope

Our support covers:

• Account access issues
• Basic troubleshooting assistance
• Service status information
• General usage questions

We do not provide:

• Data recovery services
• 24/7 emergency support
• Guaranteed response times outside business hours
• On-site technical assistance

Data Responsibility and Backup Policy

CRITICAL: Customer Data Responsibility

YOU ARE SOLELY RESPONSIBLE FOR YOUR DATA. Felicloud provides storage space only and makes no guarantees regarding data preservation, availability, or recovery.

Customer Obligations

• Maintain your own backups: You must maintain independent backups of all important data
• Regular data verification: Regularly verify the integrity of your stored data
• Data recovery planning: Prepare your own data recovery procedures
• Accept storage risks: Understand that data loss may occur without warning or recourse

No Data Recovery Guarantees

• No backup services: We do not backup customer data
• No recovery guarantees: Lost data cannot be recovered by Felicloud
• Hardware failures: May result in permanent data loss
• No liability for data loss: We accept no responsibility for any data loss, regardless of cause

Service Limitations and Exclusions

Infrastructure Limitations

• Best effort infrastructure: Service provided from European infrastructure on best effort basis
• Bandwidth limitations: 25 MB/s per customer maximum transfer rate
• Single point of failure: Service may be interrupted for various technical reasons
• Limited redundancy: Backup systems may not prevent all data loss scenarios

Service Interruptions (Not Our Responsibility)

Felicloud is not responsible for service interruptions caused by:

• Power outages: Local or regional electrical grid failures
• Internet service provider issues: ISP maintenance, outages, or connectivity problems
• Force majeure events: Natural disasters, extreme weather, infrastructure failures
• Third-party dependencies: Issues with upstream providers or services
• Hardware failures: Server, storage, or network equipment malfunctions
• Software issues: Operating system, application, or security-related problems
• Maintenance requirements: Planned or emergency system maintenance
• Security incidents: Actions taken to protect system integrity
• Customer actions: Misuse, abuse, or violation of terms of service

Geographic and Technical Constraints

• European hosting: Service provided from European infrastructure only
• Limited scalability: Service capacity may be reached without notice
• Technology limitations: Features may be limited by underlying infrastructure
• Performance variations: Speed and availability may vary by location and time

Performance Expectations

Data Transfer

• Upload/Download speeds: Subject to available bandwidth and network conditions
• Sync performance: Best effort synchronization, delays may occur
• File processing: Thumbnail generation and previews on best effort basis

No Service Level Guarantees

• No uptime guarantees: Service may be unavailable without notice
• No performance guarantees: Speed and responsiveness may vary
• No feature availability guarantees: Features may be temporarily or permanently unavailable

Limitation of Liability

Maximum Liability

Our total liability for any issue related to the service is strictly limited to the amount you paid for your lifetime plan. This represents our maximum exposure under any circumstances.

Excluded Damages

We are not liable for:

• Data loss or corruption of any kind
• Business interruption or lost productivity
• Lost profits or revenue
• Indirect or consequential damages
• Third-party claims related to your use of the service
• Costs of data recovery or alternative storage solutions
• Any damages exceeding your total payment for the service

No Refunds or Credits

• No service credits: Downtime does not result in service credits or refunds
• No partial refunds: Lifetime payments are non-refundable regardless of service issues
• No compensation: Service interruptions do not entitle customers to any form of compensation

Service Termination

Business Continuity

While we intend to provide lifetime service, business circumstances may require service termination:

• Business closure: If Felicloud ceases operations for any reason
• Financial constraints: If the service becomes financially unsustainable
• Technical limitations: If infrastructure can no longer support the service
• Force majeure: If circumstances beyond our control prevent service continuation

Termination Notice

• Advance notice: 6 months notice for voluntary service termination
• Data retrieval period: 6 months to download your data after termination notice
• No alternative storage: We will not provide alternative storage solutions
• No refunds upon termination: Lifetime payments remain non-refundable

Acceptable Use Policy

Prohibited Uses

• Illegal content or activities
• Copyright infringement
• Malware or malicious software
• Excessive resource consumption that impacts other users
• Reselling or redistributing storage space
• Using the service for commercial backup services

Account Suspension

We reserve the right to suspend accounts immediately for policy violations without refund or data recovery assistance.

Privacy and Security – Best Effort

Data Protection

• Encryption: Data encrypted using industry-standard methods on best effort basis
• Access control: Two-factor authentication required
• European hosting: Data stored on European infrastructure
• Privacy commitment: We do not access customer data except as required by law

Security Limitations

• No security guarantees: Security measures provided on best effort basis
• Vulnerability risks: Security vulnerabilities may exist and be exploited
• Data exposure risks: Data breaches may occur despite security measures
• Third-party risks: Dependencies on third-party services may introduce security risks

Legal Terms

Service Modifications

We reserve the right to modify this SLA, service features, or terms at any time with 30 days notice. Continued use constitutes acceptance of changes.

Governing Law

This agreement is governed by Portuguese law. All disputes must be resolved in Portuguese courts.

Severability

If any provision of this SLA is found invalid, the remaining provisions continue in full effect.

Important Notice

THIS IS A BEST EFFORT SERVICE WITH NO GUARANTEES. By using Felicloud, you acknowledge that:

1. Data loss may occur without warning or recourse
2. Service interruptions are expected and will not be compensated
3. You must maintain your own backups of all important data
4. No refunds or credits will be provided under any circumstances
5. Our liability is limited to the amount you paid for the service

Contact: support@felicloud.com (Business hours only: 9 AM – 9 PM CET)

This SLA is effective immediately upon service activation and governs the entire duration of your lifetime account.