1. Definitions
- "Monthly Uptime Percentage" means total minutes in a calendar month minus Downtime Minutes, divided by total minutes in that month, expressed as a percentage.
- "Downtime" means the total accumulated time during a calendar month when the Service is unavailable to process requests, measured from the moment you open a support ticket or our monitoring detects the outage, whichever comes first.
- "Scheduled Maintenance" means planned maintenance windows communicated at least 48 hours in advance via the status page or email.
- "Service Credit" means a credit applied to your account for future billing, as specified in Section 5.
- "Emergency Maintenance" means unplanned urgent maintenance required to prevent or address a security vulnerability or critical system failure.
2. Uptime Commitment
Zlycloud commits to the following monthly uptime percentages for each service tier:
| Service Plan | Monthly Uptime SLA | Max Downtime/Month |
|---|---|---|
| Starter | 99.9% | ~43 minutes |
| Professional / Operator | 99.99% | ~4.3 minutes |
| Enterprise | 99.99% (contractual) | ~4.3 minutes |
| Gaming Shield | 99.99% | ~4.3 minutes |
Uptime is measured across our global network. A service is considered "available" if HTTP/HTTPS requests receive valid responses from at least one healthy PoP in each major region (Asia Pacific, Europe, North America).
3. Performance SLA
| Metric | Commitment | Measurement |
|---|---|---|
| Cache Hit Latency | <30ms P95 | Global synthetic monitoring |
| Origin Connect Time | <100ms P95 | Regional probes |
| DDoS Mitigation Time | <10 seconds | Attack detection to clean traffic |
| DNS Resolution (Anycast) | <5ms P95 | Global resolver probes |
| WAF Rule Processing | <5ms overhead | Per-request timing |
| SSL/TLS Handshake | <50ms P95 | TLS 1.3, global PoPs |
Performance SLAs are measured using our internal global monitoring system. Enterprise customers receive access to real-time performance dashboards and monthly SLA reports.
4. Support Response Times
| Severity | Description | Starter | Pro / Operator | Enterprise |
|---|---|---|---|---|
| P1 Critical | Service fully down or active DDoS attack | 4h | 1h | 15 min |
| P2 High | Significant degradation, major feature unavailable | 8h | 4h | 1h |
| P3 Medium | Partial degradation, workaround available | 24h | 8h | 4h |
| P4 Low | General questions, feature requests | 72h | 48h | 24h |
Response times are measured during business hours for Starter plans (Mon–Fri, 09:00–18:00 SGT) and 24/7 for Professional and Enterprise plans. Gaming Shield customers receive 24/7 P1/P2 support as standard.
5. Service Credits
If Zlycloud fails to meet the Monthly Uptime SLA, you may request Service Credits calculated as follows:
| Monthly Uptime (Pro/Enterprise) | Service Credit |
|---|---|
| 99.0% – <99.99% | 10% of monthly fee |
| 95.0% – <99.0% | 25% of monthly fee |
| 90.0% – <95.0% | 50% of monthly fee |
| <90.0% | 100% of monthly fee |
For Starter plans: 10% credit for any month falling below 99.9% uptime.
Service Credits are the sole and exclusive remedy for SLA failures. Credits are applied to future invoices and are not redeemable for cash. Maximum credits per calendar month shall not exceed the monthly fees paid for the affected service.
6. SLA Exclusions
The following events are excluded from Downtime calculations and SLA commitments:
- Scheduled Maintenance communicated at least 48 hours in advance
- Emergency Maintenance for security vulnerabilities (capped at 4 hours per incident)
- Force majeure events including natural disasters, war, government actions, and widespread internet infrastructure failures
- DDoS attacks that exceed 3× your plan's included scrubbing capacity for more than 30 consecutive minutes
- Issues caused by your origin server, misconfiguration, or actions taken by you or your users
- Third-party service failures (DNS registrars, payment processors, upstream ISPs beyond our peering agreements)
- Beta or experimental features explicitly excluded from SLA coverage
- Accounts with overdue payment balances
7. Service Monitoring & Transparency
Zlycloud operates a public status page at status.zlycloud.io providing real-time visibility into:
- Network availability by region (Asia Pacific, Europe, Americas)
- Incident history with root-cause analysis (RCA) for P1/P2 events
- Scheduled maintenance windows
- DDoS scrubbing center status
Enterprise customers receive dedicated Slack/Teams channels for real-time incident communication and a dedicated Customer Success Manager (CSM) for monthly review calls.
8. Credit Claim Process
To claim a Service Credit:
- Submit a credit request to sla@zlycloud.io within 30 days of the incident
- Include: account ID, affected domain(s), date/time range of the outage, and your monitoring data (optional)
- We will investigate and respond within 10 business days
- Approved credits will be applied to the next invoice
Failure to submit a claim within 30 days constitutes a waiver of your right to a credit for that incident.
9. Gaming Shield — Enhanced SLA
The Gaming Shield product carries enhanced SLA commitments tailored for gambling, betting, and online gaming platforms where downtime has immediate revenue impact:
| Metric | Gaming Shield Commitment |
|---|---|
| Network Uptime | 99.99% guaranteed |
| DDoS Mitigation Time | <10 seconds to clean traffic |
| Domain Failover Time | <60 seconds via Intelligent Navigation |
| Bot Blocking Accuracy | >99.5% precision, <0.01% false positive |
| P1 Support Response | 15 minutes (24/7/365) |
| Dedicated TAM | Operator & Enterprise tiers |
Enhanced Credit Schedule (Gaming Shield)
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – <99.99% | 15% of monthly fee |
| 99.0% – <99.9% | 30% of monthly fee |
| 95.0% – <99.0% | 60% of monthly fee |
| <95.0% | 100% of monthly fee |
Enterprise Gaming Shield contracts may negotiate additional financial penalties and custom SLA terms. Contact enterprise@zlycloud.io for details.
10. Contact
For SLA inquiries and credit requests:
- SLA Claims: sla@zlycloud.io
- Enterprise SLA: enterprise@zlycloud.io
- Status Page: status.zlycloud.io
- Support: support@zlycloud.io