Cloud Policies

Important information for our Cloud services.

The following terms apply to our Community, Standard, and Enterprise Cloud services. Please read carefully and ensure you agree before using our services.

This Fair Usage Policy is a key part of the agreement between you and Monospace Inc (the managing entity of Directus), which regulates your use of the Directus Cloud services. If you do not agree with this Fair Usage Policy, do not use any of the Directus Cloud services. The limits outlined below apply only to current plans. If the limits within your Enterprise Cloud Service Agreement differ from those below, the Service Agreement supersedes.

Community Cloud
Our self-service Cloud Dashboard can be used to create free Community Cloud tier projects. These projects may serve cached API/Asset data, and/or impose caps on API requests, asset bandwidth, total asset storage, or other metrics. Projects will automatically be paused after 3 days of App inactivity, and the project will be destroyed after 30 days of inactivity. Paused projects can be resumed from their project detail page within the Cloud Dashboard.

Community Cloud projects are subject to the following technical limits:

Community Cloud MetricMax
Asset Size150MB per asset
Total Asset Storage1GB per project

Standard Cloud
You can use our self-service Cloud Dashboard to create pay-as-you-go Standard Cloud tier projects. These projects may serve cached API/Asset data, and/or impose caps on API request overages, asset bandwidth overages, total asset storage, or other metrics.

Standard Cloud projects are subject to the following technical limits:

Standard Cloud MetricMax
Asset Size150MB per asset
Total Asset Storage100GB per project

All usage is measured on a calendar monthly basis, with usage reset on the first day of each new billing period. For example, if you signed up on the 15th, your usage period is set to be from 15th to 14th of a calendar month. Project billing is based on the total number of hours active and standby nodes are utilized during the billing period.

You can choose which node type you want for a project, as well as the number of active and standby nodes. Node usage is rounded up to the nearest hour.

Example 1: If your project is configured to use 2 General Purpose Nodes ($0.03424657534 / hour / node), and it is active for the entire month (730 hours), then your base monthly fee will be $50.00. If you have a spike of usage during that month that causes one standby node to be activated for 19.5 consecutive hours (rounds up to 20 hours), then an additional $0.69 will be added to your monthly fee. This brings your total fee for the month to $50.69 + Tax/VAT.

Enterprise Cloud
Details of each Enterprise project is outlined in its Enterprise Cloud Service Agreement. Contact our sales team for more information and pricing.

Cloud Health Checks
To help monitor each Cloud project, a simple API health check is performed by the Cloud Dashboard every 15 minutes. Your Project usage charts within the Cloud Dashboard will therefore report a baseline of 96 requests per day, even when you are not actively using it.

To ensure the best possible experience for all Cloud customers, we enforce technical limits. If your usage exceeds the following technical limits, we reserve the right to take corrective action, including but not limited to the throttling of API requests or suspending/terminating your account. If you do not agree with the technical limitations described below then do not use any of the Directus Cloud services.

If your organization requires higher limits than the ones listed above, contact our sales team about upgrading to our Enterprise Cloud, which allows for higher/custom limits.

Local & Self-Hosted
Due to the vast number self-hosted projects (over 20 million), our team simply doesn't have the resources to help everyone. Users self-hosting our open-source software can take advantage of our Community Support, or contact our sales team to discuss an add-on support agreement.

Community Cloud
Non-paying cloud users can take advantage of our Community Support, or contact our sales team to discuss an add-on support agreement.

Standard Cloud
Paying users can take advantage of our Community Support for software and configuration questions, or report service issues to our Support Team. We will make reasonable efforts to ensure Standard Cloud service remains online and performant, however we do not provide up-time or response-time guarantees to Standard Cloud customers. Responses to service-related questions could take from a couple of hours to several days, depending on the queue and the nature of your inquiry. If you're interested in learning more about elevated support options, or purchase an add-on premium support agreement.

Enterprise Cloud
Enterprise Cloud customers have access to both Basic and Premium support options with response-time SLAs. Contact our sales team to learn more about premium support retainer add-ons.

Response times vary depending on support method, SLA terms, and time of day, but support is available via the following channels.

Across all of our support options, there are a few topics that we can not help with unless explicitly itemized in your service agreement.

System Status
Our System Status page shows the most up-to-date info on our servers and infrastructure. The entire platform is constantly monitored by our staff and dedicated monitoring software. We're usually the first to report issues, but if you're having difficulty accessing one of our systems please report it.

Bug Reporting
Regardless of how you use Directus, if you believe you have found an issue with the Directus Platform itself, please open a GitHub ticket so our team can triage/fix the problem.

At this time, we do not offer refunds for accidental project creations or abandoned projects, even when those instances may have remained empty or idle. Regardless of usage, each Cloud project reserves its own hardware, and therefore incurs infrastructure costs upon creation. For this reason, please create projects judiciously, and continue to closely monitor your projects and overages over time. Our Cloud Dashboard offers a "Billing Contact" feature to ensure your team is made aware of any monthly charges.

Keep in mind that projects can be destroyed at any time via the Cloud Dashboard.

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