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Enterprise SLA

A 99.99% uptime guarantee, in writing

Uptime across every Edge service, backed by service credits, guaranteed response times and a dedicated account manager. Built for teams running mission-critical workloads.
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Part of Edge Enterprise, from $499/month.

Uptime guarantee
99.99%
Critical-issue coverage
24/7
Services covered
4
Uptime reports
Monthly

Enterprise-grade guarantees

Two commitments, working together

As workloads become mission-critical, guarantees matter as much as performance. The SLA covers CDN, Compute, DNS and Storage, with clear definitions and financial backing.
01 · Uptime SLA

The platform stays up — or you're credited

99.99% availability of the platform itself. That leaves a downtime budget of about 4m 19s in a 30-day month; beyond it, service credits apply.

02 · Response commitments

A human engages, not an auto-responder

Guaranteed times for how quickly a person picks up your issue, agreed in your contract. Critical severities are covered around the clock.

Never gated, on any plan: billing questions, security incidents and abuse reports are handled for every customer, always.

The standard agreement

What the Enterprise SLA includes

Clear commitments, financially backed. No ambiguity about what you're entitled to.
  • 99.99% uptime guarantee
  • Guaranteed response times, agreed up front
  • 24/7 support for critical issues
  • Defined severity levels and escalation paths
  • Service credits for SLA breaches
  • Monthly uptime reports
  • A dedicated account manager

How enterprise support works

No negotiating in the middle of an incident

Every Edge account gets ticket-based support from the console. Enterprise customers get a faster, pre-agreed path.
  1. 01

    Raise it from the console

    Tickets are categorised by product and prioritised by severity.
  2. 02

    Severity is already defined

    Your agreement spells out what counts as critical and what happens next, so there's no debate mid-incident.
  3. 03

    Your account manager is on it

    A named point of contact who knows your infrastructure, with a clear escalation path behind them.
  4. 04

    Missed target? Credits apply

    If a response target is missed, the SLA's service-credit remedy applies.

Custom SLAs

Your requirements, written into the contract

Every enterprise is different. Alongside the standard agreement, we offer fully customised SLAs tailored to how you operate.

  • Custom response times

    Response and resolution targets that match your operational requirements.

  • Extended coverage

    Extra coverage for specific services, regions or use cases beyond the standard SLA.

  • Custom definitions

    Severity definitions and escalation procedures that mirror your internal processes.

  • Enhanced service credits

    Credit structures for breaches, shaped around the business impact to you.

Who it's for

Built for when downtime has a price

  • Mission-critical workloads

    Production systems where downtime costs revenue, reputation or regulatory standing, and a financial commitment to uptime matters.

  • Teams that need guaranteed response

    When something breaks at 3am, best effort isn't enough. Critical issues get 24/7 coverage with guaranteed acknowledgement times.

  • Organisations with compliance requirements

    Monthly uptime reports and clearly defined severity levels and escalation paths give governance the documentation it expects.

The Enterprise SLA is part of Edge Enterprise: volume-discounted pay-as-you-go pricing from $499/month, with priority support, an account manager, unlimited seats and annual discounts. See pricing.

FAQ

The fine print, in plain English

What does 99.99% uptime mean in practice?
It allows for about 4m 19s of downtime in a 30-day month. If availability falls below 99.99%, service credits apply.
Which services are covered?
All of them: CDN, Compute, DNS and Storage, with clear definitions and escalation paths for each.
How fast will you respond?
Response times are guaranteed and agreed up front in your agreement. Critical issues are covered 24/7, and if a response target is missed the service-credit remedy applies.
Can we negotiate our own terms?
Yes. Custom SLAs can set your own response and resolution targets, extend coverage, use your severity definitions and enhance service credits.
How much does Enterprise cost?
Edge Enterprise starts from $499/month on volume-discounted pay-as-you-go pricing, with priority support, an account manager, unlimited seats and annual discounts available.

Put a guarantee behind your infrastructure

Talk to us about the standard Enterprise SLA, or tell us what a custom agreement needs to cover.

Contact salesView pricing

Billing, security and abuse issues are handled for every customer, on every plan.