Service Level and Uptime

1. Uptime

Clodo does not currently publish a contractually committed uptime percentage. As stated in sections 2 and 9 of the Terms of Use, uninterrupted access is not guaranteed and no service level agreement is committed.

We state this plainly as a gap. For a figure to mean anything it must first be measured independently and be verifiable after the fact. Publishing a percentage we do not measure would not give you a real assurance; it would only look like one.

Reasonable technical and organisational measures are taken to keep the service running: node resource usage is monitored, capacity is not oversold, and every service runs in an isolated container with its own resource limits.

Once measurement infrastructure is in place, measured values will be published on this page. If a binding percentage is ever committed, the Terms of Use will be updated at the same time and the change announced here.

2. Planned maintenance

Planned maintenance covers work that can be scheduled in advance, such as infrastructure upgrades, hardware changes and the application of security patches.

Under section 9 of the Terms of Use, planned maintenance is carried out during low traffic hours where possible and is announced in advance.

No fixed maintenance window has been declared; the hours with the least impact are chosen according to the nature of the work.

There is no committed minimum notice period; an announcement is made as soon as the work is scheduled. Where work cannot be deferred, such as closing a security vulnerability, maintenance may be announced at shorter notice.

When a node is placed into maintenance, the status indicator in the site footer reflects this immediately.

3. Unplanned outages

An unplanned outage is where a service becomes unreachable without prior notice, or slows to the point of being unusable. Hardware failure, network problems, software faults and attacks are the main causes.

When an unplanned outage is identified, the priority is restoring the service; investigating the cause comes second.

Problems affecting only a single service are not published as announcements; in those cases opening a support ticket is the fastest route.

4. The process during an outage

The following steps are followed during an outage affecting the platform as a whole:

• Detection: node state and resource usage are monitored; an outage may also be identified from reports arriving through support channels.
• Announcement: an ongoing outage is published as a banner in the panel and in the announcements section. Each record states its type (outage, planned maintenance, information).
• Response: work proceeds to restore the service. The announcement is updated while work continues.
• Closure: once resolved, the announcement is marked as resolved and the time of resolution is recorded.
• Review: for outages with significant impact, the cause and the measures taken to prevent recurrence are assessed.

5. Scope

The practices described on this page cover the layers operated by Clodo and under our direct control:

• The physical nodes services run on, and the network connectivity of those nodes
• The containers services run in, and the resource limits assigned to them
• The management panel and the account, order and support functions on clodo.net

6. Situations outside this scope

Outages arising from the following are outside the scope of this page. Some of these are also addressed in section 9 of the Terms of Use:

• Force majeure such as power failures, data centre faults, network provider issues, cyber attacks, epidemics and natural disasters
• Problems caused by software, plugins, mods or configuration installed by the customer
• Slowdowns and stoppages resulting from exceeding the resource limits of a plan
• Services suspended or terminated for breach of the Terms of Use
• Services that have expired due to non payment
• Third party services not operated by Clodo, and problems originating from the customer's own domain, DNS or internet access provider
• Interruptions occurring during work carried out at the customer's request

7. Support and contact

If you experience a problem affecting your service, the fastest route is to open a support ticket from the panel: the correspondence is kept on record and we answer with sight of your account, your server and your previous tickets.

If you do not have an account you can also reach us at https://discord.gg/6RwEbNr8bt or by writing to [email protected].

Tickets are handled in the order they arrive, with problems that stop a service taken first. There is no committed response time; we prefer not to make a promise we cannot keep.

Support tickets are handled weekdays 08:00–01:00, weekends 09:00–18:00 (TRT). Tickets arriving outside these windows queue and are picked up when the window opens.

Ongoing outage and planned maintenance announcements are shown in the panel. The current state of the platform is shown by the status indicator in the site footer.

8. Compensation and service credits

Clodo does not have a published compensation or service credit policy. There is no refund, discount or credit calculated automatically on the basis of outage duration.

This does not mean outages carry no consequence. The limits of liability are set out in the Terms of Use: in the event of data loss, liability is limited to the amount paid for the last period of the service concerned (section 10), and no liability is accepted for indirect losses such as loss of profit (section 12).

If you are not satisfied with the service you can write to us. Under section 8 of the Terms of Use, requests submitted within the first seven days are assessed taking actual usage into account.

If a service credit policy is adopted in future, it will be published in this section together with its conditions and method of calculation, and the Terms of Use will be updated accordingly.

9. Status of this page

This page is an informational document describing how the service is operated. It does not create any guarantee, commitment or liability beyond those set out in the Terms of Use.

The contract between the parties is the Terms of Use; the processing of personal data is governed by the Privacy Policy. In the event of any inconsistency between this page and those documents, the Terms of Use apply.

The explanations on this page may be updated subject to prior notice. Updates can be followed from the date shown above.