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This Service Level Agreement (SLA) outlines the commitments and expectations between Garaj Cloud and its valued customers regarding our backup services.

Garaj does NOT backup your virtual machines unless you purchase a Backup service. You are responsible for backup of data from your virtual machines and implementing the appropriate retention policy. We offer a comprehensive list of backup and disaster recovery services for Servers and Data Centre’s and recommend that you purchase one of these options.

The Service Commitment does not apply to features or services in pre-general availability, those explicitly excluded in associated documentation, and errors caused by factors beyond Garaj’s reasonable control. Additionally, exclusions encompass issues arising from customer equipment, software, third-party technology, and actions or inactions of the customer. Unavailability or termination of Garaj’s backup services due to force majeure events, Internet access problems beyond their control, or failure to adhere to technical documentation is not covered. The SLA does not extend to disruptions resulting from Garaj Cloud's suspension or termination of the customer's right to use backup services in accordance with the agreement. These exclusions, collectively termed SLA Exclusions, define the scope of coverage and circumstances where service commitments may not apply.

Force majeure factors are events or circumstances that are beyond the control of parties involved and can impact the ability to carry out contractual obligations. In the context of backup and data restoration, several force majeure factors can contribute to failures or challenges. These may include: