Service Level Agreement
Last updated: February 2026
This Service Level Agreement ("SLA") applies to the SlamCDN content delivery network services and is incorporated by reference into our Terms of Service. This SLA applies to customers on paid plans only.
1. Uptime Commitment
SlamCDN commits to a monthly uptime percentage of 99.99% for CDN content delivery services, measured across all PoPs in the network. "Uptime" is defined as the percentage of time the Service is available and responding to requests with valid HTTP responses (excluding 5xx errors caused by customer origin servers).
2. Service Credits
If we fail to meet the uptime commitment in any given calendar month, you are eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.00% – 99.99% | 10% of monthly fees |
| 95.00% – 98.99% | 25% of monthly fees |
| 90.00% – 94.99% | 50% of monthly fees |
| Below 90.00% | 100% of monthly fees |
3. How to Request Credits
To receive a service credit, you must submit a request to [email protected] within 30 days of the end of the month in which the downtime occurred. Your request must include:
- Your account ID or email
- The dates and times of the downtime
- A brief description of the issue
We will review your request and verify the downtime using our internal monitoring systems. Credits are applied to future invoices and are not redeemable for cash.
4. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows (announced at least 48 hours in advance)
- Downtime caused by factors outside our reasonable control, including force majeure events, Internet connectivity issues beyond our network, or DNS propagation delays
- Downtime resulting from your actions, including misconfiguration, excessive purge requests, or origin server failures
- Free-tier or trial accounts
- Features labeled as "beta" or "preview"
- Attacks or abuse directed at your specific zone
5. Monitoring
Uptime is measured by our independent third-party monitoring infrastructure, which performs synthetic checks from multiple geographic locations every 60 seconds. Our monitoring data is the definitive source for determining uptime percentages.
6. Support Response Times
| Plan | Severity 1 (Outage) | Severity 2 (Degraded) | Severity 3 (General) |
|---|---|---|---|
| Starter | Community forums | Community forums | Community forums |
| Professional | 4 hours | 8 hours | 24 hours |
| Enterprise | 30 minutes | 2 hours | 8 hours |
7. Sole Remedy
Service credits as described in this SLA are your sole and exclusive remedy for any failure by SlamCDN to meet the uptime commitment. This SLA does not give you any additional rights beyond those described in the Terms of Service.
8. Contact
For SLA inquiries or credit requests: [email protected]