3. Service Level Agreement (SLA)
3.1 Scope and commitment
This SLA applies to paid CDN delivery Services under an active account, unless an accepted order or signed agreement expressly substitutes another SLA. It does not apply to free trials, non-CDN services, origin storage availability or third-party services. CDNsun commits to 99.9% 30-Day CDN Availability for each individual paid CDN delivery Service identified in the Customer's account (the Affected CDN Service). Availability and charges are assessed separately for each Affected CDN Service. A failure affecting multiple CDN Services may be assessed for each, but the same charges may not be credited twice.
For each claimed incident, the 30-Day Measurement Period is the 30 consecutive 24-hour days ending when that incident ended, measured in UTC. If an incident is still ongoing when a claim is submitted, the period ends when the claim is submitted. Only minutes when the Affected CDN Service was active after the account was upgraded from the free trial and was not suspended are measured. For this SLA, an Eligible Minute is a one-minute interval in that period, excluding minutes affected by a section 3.4 exclusion. The denominator is the number of Eligible Minutes.
An Unavailable Minute is an Eligible Minute during which more than 50% of valid requests to the Affected CDN Service fail because CDNsun's CDN edge cannot serve or deliver them. A qualifying failure is a CDNsun-generated HTTP 500–599 response or edge-side connection or TLS failure documented by the Customer's server request logs and corroborated by CDNsun's available data. A valid request is one directed to a correctly configured Service with a reachable, functioning origin where origin retrieval is required, and not deliberately blocked by a Customer rule or an applicable exclusion. An origin-generated error passed through by the CDN is not a qualifying failure. A period with no qualifying logged requests does not establish an Unavailable Minute under this contractual SLA, including where the Customer reports a complete outage. Isolated errors below the majority threshold do not make the whole minute unavailable.
30-Day CDN Availability = 100 × (Eligible Minutes − Unavailable Minutes) / Eligible Minutes. If there are no Eligible Minutes or no charges for the Affected CDN Service in the 30-Day Measurement Period, no credit is payable. CDNsun will assess the required Customer server request logs against its available edge and network data. Tests or monitoring performed by the Customer, its vendors or partners do not, on their own, establish the length, type or extent of an Unavailable Minute for a contractual credit. CDNsun may verify the claim and reject errors it cannot reasonably corroborate. This evidentiary rule applies only to the contractual SLA credit and does not restrict a non-waivable statutory right.
3.2 Service credits
If 30-Day CDN Availability for an Affected CDN Service is below 99.9%, the Customer may claim a credit calculated on the 30-Day Affected CDN Charges: the metered CDN-delivery usage charges paid or payable for that Affected CDN Service in the same 30-Day Measurement Period, excluding taxes, storage, other add-ons, one-time fees and charges for unaffected Services. Purchased prepaid balance and promotional credit are not charges for this calculation; only actual usage of the Affected CDN Service counts. Credits do not apply to unpaid, disputed or fraudulent charges until the underlying charge is resolved.
| 30-Day CDN Availability | Credit on 30-Day Affected CDN Charges |
|---|---|
| 99.0% to less than 99.9% | 5% |
| 95.0% to less than 99.0% | 10% |
| Less than 95.0% | 25% |
No credit is due at or above 99.9%. All credits for the same Affected CDN Service and 30-Day Measurement Period are capped in total at 25% of 30-Day Affected CDN Charges, regardless of the number of incidents or claims. The same failed minutes and usage charges cannot support overlapping SLA credits or duplicate compensation under multiple SLA schedules. A credit is applied to future CDN-delivery charges on the same account; it is not a cash payment and is not transferable. An unused SLA credit expires 12 months after issuance, unless applicable law requires a different treatment. Credits do not reduce any mandatory Consumer remedy or other liability that cannot lawfully be limited.
3.3 Claims and verification
Submit a claim to CDNsun support with subject SLA Claim within 30 days after the end of the claimed incident. Identify the account, Affected CDN Service and incident's UTC start and end times. Provide Customer server request logs showing the qualifying errors and corroborating the claimed outage in the support case; redact confidential or sensitive information not needed to assess the claim. The claim and required logs must be received by the deadline. The deadline and log requirement are conditions for this contractual credit, not limits on non-waivable legal rights.
We will assess the required logs against our available data and may request additional information to verify the errors, timing, affected Service and applicable exclusions. Customer or third-party monitoring results do not replace the required logs. If eligible, we will apply the credit within a reasonable billing cycle after verification. No minimum dollar threshold applies.
3.4 Causal exclusions
The availability commitment does not apply to an interruption or performance issue arising from:
- scheduled or emergency maintenance, or an interruption requested by the Customer;
- factors outside CDNsun's reasonable control, including data-center fires or power failures, external Internet or access-network problems (such as terrestrial or submarine cable cuts), denial-of-service attacks and other force majeure events;
- any act or omission of the Customer or a third party outside CDNsun's direct control;
- Customer equipment, software, origin, DNS, certificates, application, configuration, traffic controls or failure to maintain a functioning origin where needed;
- third-party equipment, software or technology outside CDNsun's direct control; or
- suspension or restriction permitted by these Terms, including for non-payment, security or violation of the AUP.
CDNsun may determine from the available evidence whether an exclusion applies. A Customer may submit contrary evidence for review, but customer or third-party tests alone do not establish entitlement to a contractual credit. CDNsun may, at its discretion, issue a credit for an event outside this SLA without creating a continuing obligation to do so. These exclusions do not limit non-waivable statutory rights.
3.5 Relationship to other rights
For Business Customers, service credits are the sole contractual remedy for breach of the 99.9% 30-Day CDN Availability commitment, subject to the non-excludable liability exceptions in section 1.7. They do not excuse payment obligations or bar claims for a different breach. For Consumers, service credits are additional to, and do not replace or cap, mandatory remedies under applicable consumer law. This SLA does not promise uninterrupted service or a particular recovery time.
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