Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) forms part of the Master Services Agreement between the Customer and WEDOS. It defines uptime guarantees, performance commitments, support response targets, exclusions, and service credit terms for individual WEDOS services.

General Definitions

Service Uptime: Percentage of total time in a calendar month that a given service is operational and reachable.
Performance SLA: Guarantees related to service performance (latency, response times, throughput) if applicable.
Support Response Time: Time from customer’s initial incident report to first acknowledgement by support.
Resolution Time: Time to deliver a workaround or fully resolve the incident.
Service Credit: Credit calculated as a percentage of monthly fees, applied when SLA commitments are not met.
Measurement Period: Monthly, starting at 00:00 UTC on the 1st and ending at 23:59 UTC on the last day.
Unresolved incident: A service issue reported by the customer that remains open beyond the committed resolution time defined for the applicable support tier.

SLA Exclusions

This SLA does not apply to service failures caused by:

Network issues outside WEDOS‘ reasonable control (e.g. upstream provider failures)
Scheduled maintenance (with at least 48 hours notice)
Force majeure events (including natural disasters, war, terrorism, regulatory restrictions)
Customer-caused outages or misconfigurations
Beta or preview features
Usage exceeding quotas or limits imposed by the service plan

SLA Change Control

WEDOS will not modify the terms of this SLA during any existing subscription term except as required by law or regulation. Changes will be communicated with at least 30 days’ written notice.

WEDOS.Zone SLA

Service Uptime Commitment

Monthly Uptime	Service Credit
100.00%	N/A
≥ 99.99%	10%
≥ 99.90%	25%
≥ 99.50%	100%

Support Levels & Response Commitments

Tier	Support Hours	Response Time	Resolution Time	Consulting	Credit per Issue
Platinum	24/7	≤ 15 minutes	≤ 4 hours	2h/mo	5%
Gold	24/7	≤ 1 hour	≤ 12 hours	1h/mo	3%
Silver	Mon–Fri, 08:00–18:00 CET	≤ 4 hours	≤ 24 hours	—	1%
Bronze	Mon–Fri, 08:00–18:00 CET	≤ 1 business day	≤ 3 business days	—	0%

Support Level by default

All subscription plans include Bronze tier support level by default. All other tiers are available for an additional fee.

WEDOS.Protection (DDoS Protection & WAF) – SLA Details

For WEDOS.protection DDoS mitigation, WEDOS commits to mitigating attacks and applying the agreed upon WAF rules. Failure to meet this will result in a service credit of 10% of the monthly fee for that period.

Service Uptime Commitment

Monthly Uptime	Service Credit
100.00%	0%
≥ 99.99%	10%
≥ 99.90%	25%
≥ 99.50%	100%

Performance SLA

For DDoS mitigation and WAF, we guarantee:

Timely attack mitigation
Application of agreed WAF rules
Failure to meet performance commitments results in a 10% service credit.

Support Levels & Response Times

Tier	Support Hours	Response Time	Resolution Time	Consulting	Credit per Issue
Platinum	24/7	≤ 15 minutes	≤ 4 hours	2h/mo	5%
Gold	24/7	≤ 1 hour	≤ 12 hours	1h/mo	3%
Silver	Mon–Fri, 08:00–18:00 CET	≤ 4 hours	≤ 24 hours	—	1%
Bronze	Mon–Fri, 08:00–18:00 CET	≤ 1 business day	≤ 3 business days	—	0%

Support Level by default

All subscription plans include Bronze tier support level by default. All other tiers are available for an additional fee.

SLA Claims Process

To receive a service credit:

Submit a claim within 15 days of the incident
Include timestamps, affected services/zones/IPs, and relevant logs or screenshots
Claims are validated against WEDOS’ internal monitoring

Credits are capped to the amount paid in the relevant billing cycle. They are the sole and exclusive remedy for SLA breaches.

Legal Terms & Limitation of Liability

Service credits outlined herein are the customer’s sole and exclusive remedy for SLA failures. In no case shall the cumulative value of service credits for any 12-month billing cycle exceed the total fees paid by the customer for that service over the same period.