1. Applicability
This SLA applies only when a product, proposal, or invoice expressly states that it is included.
2. Availability
The applicable percentage is the one stated in the specific plan. If no percentage is stated, DFX provides commercially reasonable efforts without automatic service credits.
3. Measurement
Availability is measured using DFX or infrastructure-provider monitoring systems.
4. Exclusions
- Scheduled or emergency maintenance.
- Force majeure and weather events.
- DDoS, malware, or events outside DFX's reasonable control.
- Customer DNS, code, applications, plugins, themes, or configurations.
- Nonpayment or policy violations.
- Internet, carrier, registrar, CDN, API, or third-party failures.
- Exhausted contracted resources or abusive use.
5. Maintenance
DFX will use reasonable efforts to announce planned maintenance. Emergency maintenance may occur immediately.
6. Incident priorities
Critical: total outage of a managed service. High: severe degradation. Normal: partial issue or technical question. Low: changes or non-urgent requests.
Response targets are not guaranteed resolution times unless expressly agreed.
7. Credit requests
Where credits are available, the Customer must request them by ticket within ten calendar days. Credits are not cash payments and cannot exceed the monthly fee for the affected service.
8. Exclusive remedy
Where applicable, the stated service credit is the exclusive availability remedy, subject to mandatory law.