Service Level Agreement
What we commit to, how we measure, and what you get when we miss.
01 Scope
This Service Level Agreement (the "SLA") describes the uptime targets the Operator commits to for production-tier Nebion services, how those targets are measured, what is excluded, and the service credits available where targets are missed.
The SLA is part of the Terms of Service. Service credits are the Customer's sole and exclusive remedy for downtime.
02 Uptime targets
| Service | Tier | Monthly uptime target |
|---|---|---|
| Compute (VMs, containers) | Production | 99.95% |
| Edge (CDN, DNS) | Production | 99.99% |
| Shield (WAF, DDoS) | Production | 99.95% |
| Storage (object) | Production | 99.95% availability · 99.999999999% durability |
| Stream (video) | Production | 99.95% |
| Dashboard / API control plane | — | 99.9% |
Development, shared, and free tiers are not covered by this SLA.
03 How we measure
Monthly Uptime Percentage = (Total minutes in month − Downtime minutes) / Total minutes in month × 100.
Downtime means a period during which a covered service is unavailable to the Customer in the affected region for reasons attributable to the Operator, as measured by the Operator's monitoring of synthetic and real-user signals at the service edge. Brief, isolated errors that do not exceed 60 consecutive seconds at the service level do not count as Downtime.
Per-Project minor errors (e.g. a single misconfigured route) are not platform downtime.
04 Exclusions
The SLA does not apply to unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance via the status page or in-product notice (capped at 4 hours per calendar month per service).
- Emergency maintenance to address a security or stability risk, where prior notice is not practicable.
- Customer-side changes (deploys, configuration, code, third-party integrations).
- Misuse of the Service in breach of the AUP or the Agreement.
- Force majeure events, including widespread Internet outages, natural disasters, war, or governmental action.
- Failures of third-party networks beyond the Operator's reasonable control, where the Operator's own infrastructure is operating normally.
- Use of beta or preview features.
05 Service credits
If the monthly uptime for a covered service falls below the target, the Customer is entitled to a service credit calculated against the recurring fee for that service in the affected month, as follows:
| Monthly uptime | Service credit |
|---|---|
| ≥ target | 0% |
| < target and ≥ 99.0% | 10% of monthly fee for that service |
| < 99.0% and ≥ 95.0% | 25% of monthly fee for that service |
| < 95.0% | 50% of monthly fee for that service |
Maximum credits in any month are capped at 50% of the affected service's recurring fee for that month.
Credits are issued against future invoices and have no cash value. They cannot be combined with refunds for the same incident.
06 How to claim
To request a service credit, send an email to hello@ws.agency within 30 days of the end of the affected month, including:
- Account ID and affected Project / region.
- Approximate dates and times of the unavailability.
- Logs, traces, or other evidence available to the Customer.
The Operator reviews the claim against its monitoring records and responds within 14 business days.
07 Changes
The SLA may change as services evolve. Material reductions in commitments are notified at least 30 days in advance. The Customer's sole remedy if it does not accept a reduction is to terminate the affected service with prorated refund of prepaid unused fees.