Enterprise SLA now available

As Edge Network continues to grow and serve increasingly mission-critical workloads, we recognise the importance of providing enterprise-grade guarantees. Today, we’re making our Enterprise SLA generally available to all customers on our Enterprise plan.

What’s included#

Our Enterprise SLA covers all Edge services, with clear definitions, guaranteed response times, and financial backing through service credits.

• 99.99% uptime guarantee: our Enterprise SLA guarantees 99.99% uptime across all services, backed by service credits if we fall short.
• Rapid response times: priority support with guaranteed response times. Critical issues acknowledged within 15 minutes, 24/7.
• Dedicated support: access to a dedicated support team that knows your infrastructure and can resolve issues faster.
• Full coverage: full coverage across CDN, Compute, DNS, and Storage services with clear definitions and escalation paths.

The standard Enterprise SLA includes#

• 99.99% uptime guarantee
• 15-minute response time for critical issues
• 1-hour response time for high priority
• 4-hour response time for medium priority
• 24/7 support for critical issues
• Service credits for SLA breaches
• Monthly uptime reports
• Dedicated account manager

Custom SLAs available#

Every enterprise has its own requirements, so we also offer fully customised SLAs. Custom SLAs can include:

• Custom response times: define response and resolution targets that align with your operational requirements.
• Extended coverage: additional coverage for specific services, regions, or use cases beyond the standard SLA.
• Custom definitions: tailored incident severity definitions and escalation procedures that match your internal processes.
• Enhanced service credits: customised credit structures for SLA breaches based on business impact.