Service Level Agreement
Our commitment to absolute reliability and performance. We back our infrastructure with industry-leading guarantees and transparent service credits.
Uptime Guarantees
Core Locations
Frankfurt, Amsterdam, New York, Montreal, Seattle, Boston, Fremont
Uptime
Edge Locations
Ashburn, Vancouver, Dallas
Uptime
DWDM Wavelengths
Dedicated optical transport
Uptime
Definition: Uptime is calculated as the percentage of time services are available during each calendar month, excluding scheduled maintenance windows.
Performance Metrics
Backbone Latency
Average round-trip between Core PoPs
Packet Loss
On backbone connections
Jitter
Maximum variation in latency
Port Capacity
Committed throughput guaranteed
Service Credits
If we fail to meet our SLA commitments, you are eligible for service credits based on the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% - 99.0% | 10% of monthly fee |
| 99.0% - 98.0% | 25% of monthly fee |
| 98.0% - 95.0% | 50% of monthly fee |
| < 95.0% | 100% of monthly fee |
How to Claim
Credits must be requested within 30 days of the incident via support ticket with documentation. Credits are applied to future invoices and cannot be exchanged for cash.
Maintenance Windows
- Maintenance windows: Tuesday-Thursday, 2:00 AM - 6:00 AM local time
- Minimum 72 hours advance notice for standard maintenance
- Maximum 4 hours per maintenance window
- Maximum 8 hours total scheduled maintenance per month
- Emergency maintenance may be performed with reduced notice
- Scheduled maintenance is excluded from uptime calculations
Support Response Times
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Complete service outage | 15 minutes |
| High | Severe degradation | 1 hour |
| Medium | Partial impact | 4 hours |
| Low | General questions | 24 hours |
24/7/365 Support: Critical and High priority tickets receive round-the-clock attention. Medium and Low priority tickets are handled during business hours (9 AM - 6 PM ET, Monday-Friday).
DDoS Protection
- Included DDoS protection capacity: 20Gbps
- Automatic detection and mitigation within 60 seconds
- Layer 3/4 volumetric attack protection included
- Layer 7 application-level protection available as add-on
Monitoring & Reporting
- Real-time network status dashboard available 24/7
- Monthly performance reports including uptime and latency statistics
- Automatic alerts for service degradation or outages
- Historical performance data available for 12 months
- API access for programmatic monitoring
Exclusions
This SLA does not apply to service unavailability caused by:
- Scheduled maintenance properly notified per this SLA
- Customer equipment, configurations, or applications
- Third-party network issues beyond our control
- Force majeure events (natural disasters, war, terrorism)
- Suspension due to Terms of Service violations
- Issues caused by customer's upstream or downstream providers
Measurement & Disputes
- Uptime measured from our network monitoring systems
- Monthly reports sent within 5 business days of month end
- Disputes must be raised within 15 days of receiving report
- Independent third-party verification available upon request
We may modify this SLA with 60 days written notice. Changes that reduce service levels require customer consent and allow for contract termination without penalty.