Service level agreement
Version 2.0 · in effect from 1 May 2026 · applies to Growth and Scale plans
Availability target
We commit to 99.9% monthly availability on Growth and 99.99% on Scale, measured across the edge delivery service as a whole.
How we measure it
Availability is the percentage of five-minute intervals in the calendar month during which the service returned a valid response to synthetic probes. Probes run from three independent third-party vantage points per region. An interval counts as unavailable if two of the three report failure.
We publish the raw probe data to any customer who asks. Measuring your own availability from your own monitoring and disagreeing with us is a legitimate basis for a claim; send us the data.
Service credits
| Monthly availability | Credit (Growth) | Credit (Scale) |
|---|---|---|
| < 99.99% and ≥ 99.9% | — | 10% |
| < 99.9% and ≥ 99.5% | 10% | 25% |
| < 99.5% and ≥ 99.0% | 25% | 50% |
| < 99.0% | 50% | 100% |
Credits apply to the following month's invoice. Claim within 30 days of the end of the affected month by writing to support@digitalprovider.online with the dates and times concerned.
Exclusions
- Unavailability of your origin, or misconfiguration on your side.
- Scheduled maintenance announced at least 72 hours in advance on the status page. We schedule these outside the affected region's peak hours and drain sites before the window.
- Faults in networks between the visitor and our nearest edge, which we can observe but cannot repair.
- Force majeure, and suspension for non-payment or breach of the AUP.
Support response
| Severity | Definition | Growth | Scale |
|---|---|---|---|
| S1 | Production traffic down | 2 hours | 15 minutes |
| S2 | Degraded delivery, workaround exists | 8 hours | 1 hour |
| S3 | Question or configuration help | 1 business day | 4 hours |
Times are to first human response, measured 24/7 for S1 and S2.