HUMΛN Cloud — managed hosting with an operational SLA

Managed production hosting

Managed production hosting for the person you serve, HUMΛN Cloud lets your team keep control of product decisions while HUMΛN takes responsibility for running operations and assuming uptime risk.

What managed hosting includes

• 24/7 monitoring
• Security and system patching
• Automated backups
• A staffed incident response team to operate and maintain the infrastructure that runs your services

Operational SLA (contract-backed commitments)

Operational SLA is a contract-backed commitment that makes uptime, response, and remedies measurable and actionable. The SLA typically covers availability percentage, severity categories, initial response time, and remediation commitments; specific values are contract-specific.

• Availability SLO, example: 99.95% monthly uptime measured at the public service endpoint; exact target set in the contract. Scheduled maintenance and excluded events are not counted against uptime.
• Severity categories and definitions: S1, production down or critical; S2, major degradation; S3, partial impact; S4, informational or minor. Definitions are included in the contract.
• Initial response time SLOs (example): S1, 15 minutes; S2, 1 hour; S3, 4 hours; S4, next business day. The contract specifies the exact targets and measurement method.
• Target mean time to recovery (MTTR), example targets: S1 median 4 hours, S2 median 8 hours, subject to incident complexity and agreed scope. MTTR is measured from initial response to service restoration or documented mitigation.
• Scheduled maintenance and notice: maintenance windows are agreed in contract, with standard practice to notify at least 48 hours in advance. Scheduled maintenance is excluded from availability calculations.
• Exclusions: downtime caused by customer changes, self-hosted components, third-party service failures outside HUMΛN control, network provider outages beyond HUMΛN control, and force majeure events.
• Remedies and service credits: credits are scaled against the monthly service fee and require a customer claim within the contract period. Example credit tiers (contract defines final levels): 5% credit for single-month availability between 99.9% and 99.95%, 10% for 99.5% to 99.9%, and 25% for availability below 99.5%. The contract describes the claim process and any caps; service credits are the primary financial remedy under the SLA.

Responsibilities and hybrid deployments

Responsibilities are clear and separated. HUMΛN owns the infrastructure stack, monitoring, routine OS and package patching, automated backups, and first- and second-line incident handling under the SLA. The person you serve keeps application-level control: code changes, feature releases, schema changes, and any self-hosted components such as Passport.

Hybrid deployments are supported so organizations can run some components on HUMΛN Cloud and others self-hosted (for example, Passport). Use HUMΛN Cloud for components that need SLA-backed operations and continuous monitoring, and keep Passport or other services self-hosted when you need full control over identity, data residency, or custom integrations.

Hybrid deployment: HUMΛN Cloud and self-hosted Passport

flowchart TD
  A[Component] --> B{Where to run?}
  B --> |HUMΛN Cloud| C[Managed by HUMΛN]
  B --> |Self-hosted Passport| D[Managed by your team]
  C --> E[24/7 monitoring]
  C --> F[Operational SLA applies]
  D --> G[You run monitoring & ops]
  D --> H[No HUMΛN SLA]
  E --> I[Incident response]
  I --> F

Security, backups, and compliance

Security and compliance: HUMΛN provides encrypted traffic, role-based access controls, regular vulnerability scanning, system patching, centralized logging, and access auditing. Support for specific compliance needs, attestations, or third-party audits is scoped and documented in the contract.

Backups, RPO and RTO: HUMΛN runs automated backups with configurable retention. Typical configurations include daily backups with a 24-hour RPO and an example RTO target of 4 hours for critical services. Point-in-time recovery and longer retention windows are available by agreement. Exact RPO, RTO and retention policies are defined per customer and may affect pricing.

Migration steps and pilot

1. Assessment: identify the service to migrate, dependencies, and success criteria.
2. Pilot: move one production service and validate runbooks, monitoring, and backups.
3. Data replication and cutover: replicate data, test restores, and perform cutover during a scheduled window with a rollback plan.
4. Post-migration review: validate SLOs and update runbooks.

Pilot checklist (quick)

1. Pick a single production service that is noncritical or has a well-defined rollback.
2. Define SLOs and success criteria.
3. Confirm access, credentials, and networking.
4. Verify automated backups and perform a restore test.
5. Agree runbooks and escalation paths.
6. Sign the SLA for the pilot scope.

Start a pilot by opening a Support request with the subject "HUMΛN Cloud pilot." We will respond within two business days to schedule the assessment and scope the SLA for your services.

Open a Support request