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Service level agreement

Paid plans come with a monthly uptime commitment backed by service credits. This page is a plain-language summary of the SLA; the legally binding text is §12 of the Terms of Service, which prevails if the two ever differ.

Uptime commitment​

PlanMonthly uptime commitment
Seed— (no SLA)
Starter99.5%
Pro99.5%
Business99.9%

Uptime is measured per calendar month over the Paradarum delivery network as a whole — the CDN failing to serve content that your origin (or the edge cache) was able to provide. A single PoP being briefly unavailable is not downtime when the network routes around it, which it does automatically.

Service credits​

If monthly uptime falls below the commitment for your plan, you can claim a credit on that month's plan fee:

Monthly uptimeCredit
Below the commitment, but ≥ 99.0%10%
Below 99.0%, but ≥ 95.0%25%
Below 95.0%50%

Credits are applied to your account balance and used against future invoices — they are not cash refunds. To claim a credit, open a support ticket within 30 days of the incident, including the affected property hostnames and time window.

Exclusions​

The following do not count as downtime under the SLA:

  • Your origin or your DNS — failures of infrastructure outside the Paradarum network, including origin servers, origin hosting providers and DNS records you manage.
  • Customer misconfiguration — for example a wrong origin host, a rule that blocks traffic, or an expired custom certificate you uploaded.
  • Scheduled maintenance announced in advance.
  • Suspension of the account or a property for breach of the Terms of Service or non-payment (including a paused quota on Seed).
  • Beta features explicitly marked as such.
  • Force majeure and factors beyond Paradarum's reasonable control, including large-scale internet outages upstream of the network.
Summary only

This page summarizes §12 of the Terms of Service for convenience. The Terms of Service are the binding agreement; where this summary and the ToS differ, the ToS apply.