CloudBridal Service Level Agreement (SLA)
Effective Date: March 28, 2026 Last Updated: March 28, 2026
This Service Level Agreement ("SLA") is incorporated by reference into the CloudBridal Terms and Conditions ("Terms" or "TOS") available at cloudbridal.com. This SLA describes CloudBridal's approach to service availability and sets expectations regarding uptime, maintenance, and support. Capitalized terms not defined here have the meanings given in the Terms.
This SLA is published by Cloud Innovations LLC ("CloudBridal," "we," "us," or "our"). By subscribing to and using CloudBridal, you ("Merchant," "you," or "your") acknowledge and agree to the terms of this SLA.
For questions about this SLA, contact us at support@cloudbridal.com.
1. Scope
1.1. This SLA applies to the CloudBridal web application accessible at go.cloudbridal.com ("Service").
1.2. This SLA does not apply to third-party services integrated with CloudBridal (see Section 5), free-tier accounts, or features in beta, preview, or early access.
2. Service Availability
2.1. Availability Goal. CloudBridal strives to maintain high availability of the Service. However, CloudBridal does not guarantee any specific level of uptime or availability. The Service is provided on an "as is" and "as available" basis, subject to the warranty disclaimers in the Terms.
2.2. Reasonable Efforts. CloudBridal will use commercially reasonable efforts to minimize unplanned interruptions to the Service. The nature, speed, and manner of any response to a service disruption are at CloudBridal's sole discretion.
2.3. No Guaranteed Recovery Timeframes. CloudBridal does not commit to specific recovery time objectives (RTO) or recovery point objectives (RPO). CloudBridal relies on its cloud infrastructure provider's built-in redundancy and backup mechanisms and does not independently guarantee specific backup frequencies, retention periods, or data recovery capabilities.
3. Maintenance and Deployments
3.1. Maintenance and Updates. CloudBridal may perform maintenance, deployments, updates, and infrastructure changes at any time, with or without advance notice. These activities may result in brief interruptions to the Service.
3.2. No Notification Obligation. While CloudBridal may choose to notify merchants of planned maintenance or significant updates, CloudBridal is not obligated to provide advance notice of any maintenance, deployment, or update.
3.3. Interruptions During Maintenance. Brief interruptions during maintenance or deployments are a normal part of operating a cloud-based service and do not constitute a service failure or breach of any obligation under the Terms.
4. Real-Time Features and Background Processing
4.1. Real-Time Connections. CloudBridal may use real-time connections to deliver live updates within the application. These connections may be temporarily interrupted during deployments, maintenance, or periods of high load. Such interruptions do not constitute a service failure. The application will continue to function, and data will be updated upon page refresh.
4.2. Background Processing. CloudBridal runs background processes for functions such as reminders, scheduled payments, data synchronization, and integrations. These processes run on a best-effort basis. The timing and frequency of background processes are not guaranteed, and delays or temporary failures do not constitute a service failure.
5. Exclusions and Third-Party Dependencies
5.1. CloudBridal integrates with third-party services including but not limited to Stripe, Twilio, Vonage, Postmark, QuickBooks, Mailchimp, and Google. The availability and performance of these services are governed by their own terms and service level agreements, not this SLA.
5.2. CloudBridal is not responsible for service disruptions caused by or related to:
(a) third-party service outages, degradation, or failures;
(b) outages or issues affecting CloudBridal's cloud infrastructure provider;
(c) force majeure events, including natural disasters, acts of war or terrorism, pandemics, government actions, widespread internet outages, or other events beyond CloudBridal's reasonable control;
(d) user-caused issues, including misconfigured integrations, use of unsupported browsers or devices, network issues on the merchant's side, or actions that violate the Terms;
(e) DNS issues or problems with the merchant's internet service provider; or
(f) any other cause beyond CloudBridal's reasonable control.
6. Data Durability
6.1. Merchant data is stored using cloud infrastructure services that include built-in redundancy. CloudBridal relies on its cloud infrastructure provider's default backup and redundancy features for data durability. CloudBridal does not independently guarantee specific backup schedules, retention periods, or data recovery capabilities.
6.2. Merchants are solely responsible for maintaining their own backups of critical data. CloudBridal provides data export features (described in the CloudBridal EULA) that merchants are encouraged to use regularly.
7. Incident Communication
7.1. CloudBridal may, at its discretion, notify merchants of significant service disruptions via email, in-app notifications, or a status page. CloudBridal is not obligated to provide incident notifications, post-incident reports, or root cause analyses.
8. Support
8.1. Support Channel. Support is available via email at support@cloudbridal.com.
8.2. Best-Effort Basis. CloudBridal provides support on a best-effort basis. Response times are not guaranteed under this SLA. CloudBridal reserves the right to prioritize support requests at its discretion.
8.3. Scope of Support. Support covers questions and issues related to the use of the CloudBridal platform. Support does not extend to third-party service configuration (such as Stripe account setup or QuickBooks connectivity), general business advice, or custom development requests.
9. Remedies
9.1. No Service Credits. This SLA does not provide for service credits, refunds, or other financial remedies for service interruptions or downtime. Your sole remedy for dissatisfaction with the Service's availability is to cancel your subscription in accordance with the Terms.
9.2. The general liability limitations and warranty disclaimers in the Terms apply fully to this SLA.
10. SLA Modifications
10.1. CloudBridal may modify this SLA at any time by posting an updated version at the URL where this document is hosted. Continued use of the Service after changes are posted constitutes acceptance of the modified SLA.
11. Contact
For questions about this SLA, contact Cloud Innovations LLC at support@cloudbridal.com.