SLA Guarantees
Our commitment to reliability, performance, and support. Detailed service level agreements for all Athor.net services.
Service Level Guarantees
DDoS Mitigation
WAF Protection
CDN Network
API Services
Service Credit Schedule
| Monthly Uptime | Service Credit | Description |
|---|---|---|
99.99% - 100% | 0% | No service credit |
99.90% - 99.99% | 10% | 10% service credit |
99.00% - 99.90% | 25% | 25% service credit |
95.00% - 99.00% | 50% | 50% service credit |
< 95.00% | 100% | 100% service credit |
Support Response Times
Critical
Service completely unavailable
High
Significant service degradation
Medium
Minor service issues
Low
General inquiries
Uptime Calculation
Uptime is calculated as the percentage of time during a calendar month that our Services are available and operational, excluding scheduled maintenance windows and force majeure events.
Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Scheduled maintenance windows are communicated at least 48 hours in advance and do not count toward downtime calculations.
Service Credit Process
To request a service credit:
- Submit a service credit request within 30 days of the incident
- Include detailed information about the downtime or service issue
- Our team will review and verify the incident
- Service credits will be applied to your next billing cycle
- Service credits cannot exceed 100% of your monthly service fee
Service credits are your sole and exclusive remedy for any SLA failure. Service credits are not refundable and may only be used as credit toward future service fees.
Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows (with 48+ hours notice)
- Emergency maintenance for security issues
- Force majeure events (natural disasters, war, etc.)
- Issues caused by third-party services or providers
- Issues resulting from your configuration or misuse
- DDoS attacks exceeding our advertised mitigation capacity
- Issues caused by your failure to follow our recommendations
Our Guarantees
Questions About Our SLA?
For questions about service level agreements, service credits, or to report an SLA issue, please contact us:
Committed to Excellence
Our SLA guarantees reflect our commitment to providing reliable, high-performance services. We stand behind our promises with transparent metrics and service credits.
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