Service Level Agreement (SLA)
Last Updated: January 24, 2025
Overview
EdgeURL is committed to providing reliable, high-performance link redirection services to our customers. This Service Level Agreement (SLA) defines the uptime commitments and service credits applicable to paid Business and Enterprise plans.
Uptime Commitments by Plan
Free & Creator Plans
Target: 99.9% uptime
SLA: Not applicable
Service Credits: Not applicable
While we strive for high availability, no formal SLA is provided for Free and Creator tier customers.
Pro Plan
Target: 99.95% uptime
SLA: 99.9% monthly uptime guarantee
Service Credits: Yes (see table below)
Business Plan
Target: 99.99% uptime
SLA: 99.95% monthly uptime guarantee
Service Credits: Yes (see table below)
Enterprise Plan
Target: 99.995% uptime
SLA: Custom SLA (99.99% or higher)
Service Credits: Custom terms negotiated
Enterprise customers receive custom SLA agreements tailored to their specific requirements.
Definitions
Monthly Uptime Percentage
Calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Downtime
Downtime is defined as a period where EdgeURL redirect services are unavailable and return error responses (5xx status codes) for more than 5 consecutive minutes.
Excluded Downtime
The following do not count as downtime for SLA purposes:
- Scheduled maintenance (with 24-hour advance notice)
- Issues caused by customer's code, content, or configuration
- Third-party service failures beyond EdgeURL's control
- DDoS attacks or other malicious activities
- Internet backbone or DNS provider failures
- Force majeure events
Service Credits
| Monthly Uptime % | Pro Plan Credit | Business Plan Credit |
|---|---|---|
| 99.9% - 100% | No credit | No credit |
| 99.0% - 99.89% | 10% credit | 25% credit |
| 95.0% - 98.99% | 25% credit | 50% credit |
| Below 95% | 50% credit | 100% credit |
Service Credit Terms
- Service credits are calculated as a percentage of the monthly subscription fee
- Credits are applied to future billing cycles (not refunds)
- Credits must be requested within 30 days of the incident
- Maximum aggregate credits per month: 100% of monthly fee
- Credits are the sole remedy for SLA breaches
How to Request Service Credits
To request service credits for an SLA breach:
- Submit a support ticket within 30 days of the incident
- Include your account details and the time period affected
- Reference the incident from the status page
- Our team will review and apply credits within 5 business days
Monitoring & Transparency
EdgeURL provides full transparency into our service performance:
- Real-time status page: edgeurl.io/status
- Automated health checks every 5 minutes from multiple regions
- Incident tracking with detailed post-mortems
- Historical uptime data (24h, 7d, 30d, 90d)
Support Response Times
| Severity | Pro Plan | Business Plan | Enterprise Plan |
|---|---|---|---|
| Critical (P0) | 4 hours | 1 hour | 15 minutes |
| Major (P1) | 8 hours | 4 hours | 1 hour |
| Minor (P2) | 24 hours | 12 hours | 4 hours |
| Low (P3) | 48 hours | 24 hours | 8 hours |
Contact
For questions about this SLA or to report an issue:
- Support Center: Submit a Support Ticket
- Status Page: edgeurl.io/status
- Enterprise Inquiries: Contact Form