Service Level Agreement

This SLA defines the service availability framework, incident priorities and service-credit process. Final commercial values should be reviewed for your legal entity before production use.

1. Availability

Covered infrastructure is operated toward the uptime target published for the applicable service. Measurement excludes scheduled maintenance, customer configuration, upstream events outside our control and force majeure.

2. Incident response

Critical infrastructure incidents receive the highest operational priority. Response targets can vary by product and management plan, with support tickets serving as the authoritative incident record.

3. Scheduled maintenance

Maintenance may be required for security, network and hardware work. Where practical, advance notice is provided and work is scheduled to reduce customer impact.

4. Service credits

Eligible customers may request service credits when measured availability falls below the applicable commitment. Credits are limited to the affected service and billing period and are not automatic cash refunds.

5. Exclusions

Credits do not apply to customer software failures, exhausted resources, policy suspension, attacks beyond the purchased protection level, or third-party systems outside our operational control.

6. Claims

Claims should identify the affected service, incident dates, observed impact and relevant support ticket numbers.