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Operational Performance

Service Level Agreement

For customers on our Ultra plan, it's 99.9%, although our internal Service Level Objective is much higher, and our historic uptime is much closer to 99.99%. You can see our policy at:

View Service Level Agreement

High Availability

Our uptime metrics (and incident/maintenance communications) are available via our status page.

Geographic Infrastructure

Cloudsmith serves customers all over the world, across all continents. Our architecture is CDN-driven, and our non-CDN infrastructure is stood up in the following locations:

  • Oregon, USA
  • N. Virginia, USA
  • Ohio, USA
  • Dublin, Ireland (primary)
  • Sydney, Australia
  • Tokyo, Japan

We provide the following geographic storage locations that you can choose from when creating a repository:

  • Dublin, Ireland
  • Frankfurt, Germany
  • London, United Kingdom
  • Montreal, Canada
  • Ohio, United States
  • Oregon, United States
  • Singapore
  • Sydney, Australia
  • Tokyo, Japan

Maintenance Windows

Cloudsmith operates a 24×7×365 global service designed for continuous availability, with no regularly scheduled downtime for updates. We set aside a scheduled off-peak maintenance window on Saturdays from 22:00–23:00 UTC for critical infrastructure updates. Since the platform is architected for high availability and continuous deployment, this window is rarely used. We communicate any such maintenance 2 weeks in advance via our status page at https://status.cloudsmith.com. In exceptional circumstances only would there be a shorter notice period.

Incident Management

Incidents are triaged and assigned a priority; if immediate action is required, these are fixed as a matter of urgency. We assess incidents in terms of exposure to customers and decide whether it needs to be communicated via our status page if an immediate fix is required.

We fix bugs and issues as a matter of priority before features where possible.

As part of the Priority Support offered to Ultra tier customers, you can escalate urgent matters of importance to the on-call team at Cloudsmith. See Support Escalation Policy for more details.