1. Availability
The platform is operated with high availability as a goal. Unless a specific enterprise order or contract includes a written SLA, public plans do not promise 100% uninterrupted service or a fixed uptime percentage.
2. Planned maintenance
Security updates, infrastructure changes and maintenance may be required. We aim to use lower-impact windows and provide suitable notice for material planned work where practical.
3. Attacks and incidents
During unusually large or novel attacks, temporary rate limits, challenges, route changes or protection profiles may be applied. Upstream-provider and internet-backbone events can affect service levels.
4. Exclusions
Issues caused by the customer’s origin server, registrar, incorrect DNS configuration, unauthorized changes, third-party service outages or policy violations may be excluded from any written SLA calculation.
5. Support
Support requests are accepted at {support}. Response times can vary by plan, impact and verification requirements.