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:
Service Component | Target Availability |
|---|---|
Cloud Storage Access | 98.5% monthly average |
Data Synchronization | Best effort basis |
Web Interface | Best effort basis |
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:
Data loss may occur without warning or recourse
Service interruptions are expected and will not be compensated
You must maintain your own backups of all important data
No refunds or credits will be provided under any circumstances
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.
