SERVICE LEVEL AGREEMENT (SLA) – FELICLOUD
Effective Date: 19/01/2026
THIS SLA DEFINES SERVICE TARGETS AND BEST EFFORTS, NOT GUARANTEES. By using Felicloud services, you acknowledge that service availability targets are GOALS, not guaranteed commitments, and that NO service credits, refunds, or compensation for downtime will be provided.
By using Felicloud services, you acknowledge and agree to be bound by this SLA, including all limitations, exclusions, and data responsibility requirements detailed herein.
1. DEFINITIONS
- Service Availability
- The percentage of time in a calendar month that the Felicloud Service is operational and accessible, measured by Felicloud's internal monitoring systems. This is a statistical measurement, NOT a guarantee.
- Downtime
- Any period during which the Felicloud Service is not accessible due to technical issues. Downtime measurement is at Felicloud's sole discretion.
- Scheduled Maintenance
- Planned service interruptions that Felicloud will attempt to announce in advance when operationally feasible.
- Emergency Maintenance
- Unscheduled maintenance required for security, stability, or operational reasons, performed without advance notice.
2. SERVICE AVAILABILITY TARGET (BEST EFFORT ONLY)
What 99.9% Target Represents (Reference Only)
| Time Period | Approximate Downtime Allowance |
|---|---|
| Per Month (30 days) | ~43 minutes |
| Per Quarter (90 days) | ~2 hours 10 minutes |
| Per Year (365 days) | ~8 hours 45 minutes |
3. EXCLUDED DOWNTIME
The following circumstances are EXCLUDED from any availability calculations and do NOT constitute service failures:
- Scheduled Maintenance: Planned interruptions (advance notice when feasible)
- Emergency Maintenance: Critical security patches or urgent system repairs
- Force Majeure Events: Natural disasters, acts of war, terrorism, pandemics, government actions
- Third-Party Service Failures: ISP, DNS, CDN, or hosting provider issues
- Security Events: DDoS attacks, security breach response, intrusion prevention
- User-Caused Issues: Misconfigurations, client-side problems, Terms violations
- Operational Discretion: Service modifications, account suspensions, capacity limitations
4. MONITORING AND MEASUREMENT
Felicloud monitors service availability using internal systems and methodologies including:
- Automated monitoring tools
- Geographic monitoring points
- Internal logging and analysis
- Alert systems for service degradation
Service availability is measured internally by Felicloud. Felicloud's measurements are final and not subject to dispute.
5. CUSTOMER SUPPORT (BEST EFFORT)
Support Channels
| Priority Level | Description | Target Response Time |
|---|---|---|
| Critical | Complete service outage | 4 hours (best effort) |
| High | Major functionality impaired | 24 hours (best effort) |
| Medium | Minor functionality issues | 48 hours (best effort) |
| Low | General inquiries | 72 hours (best effort) |
Support Availability
- Email Support: Available 24/7 (best effort) at [email protected]
- Business Hours: Monday-Friday, 09:00-18:00 Lisbon time (WET/WEST)
- Language Support: English, French, Portuguese
- Status Page (if available): status.felicloud.com status.felicloud.com
6. DATA BACKUP AND RECOVERY
Infrastructure Information (Not Guarantees)
- RAID configurations for hardware redundancy (not user backups)
- Geographic distribution for infrastructure resilience
- System-level backups for disaster recovery of infrastructure only
CRITICAL: User Responsibility for Data Backups
FELICLOUD DOES NOT PROVIDE BACKUP SERVICES OR GUARANTEED DATA RECOVERY. YOU are SOLELY responsible for maintaining AT LEAST THREE (3) independent copies of all important data. If you lose data and have no backups, your data is gone permanently. NO EXCEPTIONS.
7. SECURITY MEASURES (BEST EFFORT)
- Encryption for data at rest and in transit (algorithms and methods at our discretion)
- Access controls and authentication mechanisms
- Security monitoring and logging (scope and coverage at our discretion)
- Regular security assessments (frequency and scope at our discretion)
- Incident response procedures
8. PERFORMANCE STANDARDS (TARGETS ONLY)
Best-Effort Performance Targets
| Operation | Target Performance |
|---|---|
| File Upload | Up to 10 MB/s per user |
| File Download | Up to 10 MB/s per user |
| API Response | < 500ms for majority |
| File Sync | Within 5 minutes typical |
Performance varies based on network conditions, file sizes, server load, and other factors. No guaranteed minimum performance. No compensation for slow performance.
9. LIMITATIONS OF LIABILITY
Maximum Liability Cap
In ALL circumstances, Felicloud's total aggregate liability shall NEVER exceed the LOWER of:
- Total fees paid by you in the 12 months preceding the claim, OR
- EUR 100 (one hundred euros)
Maximum Liability
In ALL circumstances, Felicloud's total aggregate liability shall NEVER exceed the LOWER of:
- Total fees paid by you in the 12 months preceding the claim, OR
- EUR 100 (one hundred euros)
Excluded Damages
Felicloud is NOT liable for:
- Loss of data, files, or information (even with infrastructure backups)
- Loss of profits, revenue, or business opportunities
- Consequential, indirect, incidental, or punitive damages
- Service interruptions or downtime
- Failed backups or inability to restore data
- Security breaches or unauthorized access
- Third-party claims or damages
- Cost of substitute services
- Loss of goodwill or reputation
- ANY damages exceeding the liability cap above
10. SERVICE CREDITS AND COMPENSATION
Felicloud does NOT offer service credits, refunds, or compensation for downtime or any service issues.
The pricing of Felicloud services reflects: best-effort service model, limited liability structure, affordable pricing for users, and absence of guaranteed uptime.
- No service credits for downtime
- No refunds for service interruptions
- No compensation for data loss
- No credits for missed performance targets
- No pro-rata refunds for outages
11. MAINTENANCE WINDOWS
Scheduled Maintenance
- Frequency: As needed (weekly, monthly, or irregular)
- Notification: Best effort to provide 24-48 hours notice via email
- Timing: Typically during low-traffic periods (02:00-06:00 UTC) but not guaranteed
- Duration: Variable, may exceed estimated time
- Impact: May result in complete service unavailability
Emergency Maintenance
- Performed WITHOUT advance notice when required for critical security, system failures, or urgent needs
- May occur at any time with immediate service interruption
- No advance warning required
- Excluded from availability calculations
- No compensation for impact
12. MONITORING AND TRANSPARENCY
Users may monitor service status through:
- Status Page (if available): status.felicloud.com
- Email Notifications: Best effort alerts for major incidents
- Service Dashboard: Account-specific metrics (accuracy not guaranteed)
13. ACCOUNT MANAGEMENT
Felicloud reserves the unrestricted right to:
- Suspend accounts immediately for Terms violations
- Terminate accounts for non-payment
- Delete inactive free accounts after 12 months (with email warnings), and never-used free accounts after an email warning
- Delete unverified accounts after 30 days
- Suspend or terminate for ANY reason at our discretion
Users may close accounts at any time:
- No refunds for unused Business billing periods
- Lifetime plans are non-refundable after 14-day money-back period
- Data deleted immediately upon account closure
14. MODIFICATIONS TO THIS SLA
Felicloud reserves the right to modify this SLA at any time. Changes effective immediately upon posting. No advance notice required. Continued use constitutes acceptance. Material changes may be communicated via email (best effort).
15. GOVERNING LAW AND DISPUTE RESOLUTION
This SLA is governed by the laws of Portugal and the European Union (where applicable), WITHOUT regard to conflict of law principles. Exclusive jurisdiction: Courts of Portugal. Users waive objections to venue in Portugal.
18. CONTACT INFORMATION
For questions regarding this Service Level Agreement:
Email: [email protected]
General: [email protected]
Postal Address:
BTJT LDA (Felicloud)
Rua Francisco Miguel 98A
2835-123 Baixa da Banheira
Portugal
19. ACCEPTANCE AND ACKNOWLEDGMENT
By using Felicloud services, you acknowledge that you have read this SLA in its entirety, understand this is a best-effort service with limited guarantees, accept all limitations of liability and exclusions, and are solely responsible for maintaining your own backups.
Effective Date: 19/01/2026
This Service Level Agreement forms an integral part of the Felicloud Terms and Conditions and must be read in conjunction with those Terms.