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Availability, support, and SLA terms.

The published availability commitments, support response targets, and SLA terms behind the platform, so procurement knows exactly what is guaranteed.

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UPDATED

Availability commitments.

Published commitments are set per service. Figures below are the platform's published availability commitments; final terms are confirmed in your proposal.

ServiceCommitment
Cloud and virtual machines99.95% with financial guarantees
Object storage99.999% availability
DDoS protection99.99% uptime
Kubernetes99.9%
Containers (CaaS)99.9%
Bare metal99.9%
Managed PostgreSQL99.9% (three-replica HA)
ColocationTier 3 99.982%, Tier 4 99.995%
CDN, streaming, DNS, GPUConfirmed per service in your proposal

Support response times.

Response targets depend on plan and priority. Priority one covers critical outages and critical security issues; priority two covers high-impact issues with a workaround; priorities three and four cover medium and low-impact requests.

PlanP1P2P3P4
Basic (included)Best effort
Standard——< 4 h< 8 h
Advanced< 1 h< 2 h< 4 h< 8 h
Enterprise< 15 min< 30 min< 1 h< 2 h
PremiumCustom

SLA terms in brief.

  • Remedy. Service credits are the sole and exclusive remedy for an SLA breach and the full extent of liability for it.
  • Eligibility. The account must be in good standing with no unpaid invoices to claim.
  • Exclusions. Scheduled and emergency maintenance, force majeure, customer equipment and software, third-party actions, local access circuits, and measurement errors.
  • Claiming. Credits are requested through support with the affected service, impact, and time window.
  • Contract terms. Initial term, indexation, and termination terms are set out in the master services agreement and confirmed in your proposal.

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Service commitment questions.

What availability commitments apply?

Cloud and virtual machines carry a 99.95% commitment with financial guarantees, object storage 99.999%, DDoS protection 99.99%, and Kubernetes, containers, bare metal, and managed PostgreSQL 99.9%. Figures for CDN, streaming, DNS, and GPU are confirmed in your proposal.

What support response times are available?

Support plans range from best-effort to enterprise, with priority-one responses as fast as 15 minutes on the enterprise plan. Response targets by priority are listed above.

How are SLA credits claimed?

Service credits are the sole and exclusive remedy for an SLA breach and require the account to be in good standing with no unpaid invoices. Credits are requested through support with the affected service and time window.

What is excluded from the SLA?

Scheduled and emergency maintenance, force majeure, customer equipment and software, third-party actions, local access circuits, and SLA measurement errors are excluded, along with the standard exclusions in the service level agreement.

Are CDN and streaming covered by a published SLA?

CDN, streaming, DNS, and GPU availability commitments are confirmed per service in the proposal, alongside the published cloud, storage, security, and container commitments.

Related.

Security and compliance

The full infrastructure platform

Terms of service