This Service Level Agreement (“SLA”) defines QuantCDN’s uptime commitments and remedies for service interruptions.
1. Summary
QuantCDN operates multiple, redundant data centres to ensure the Service is always available. This SLA guarantees uptime based on your subscription tier. When outages surpass designated limits monthly, you receive credits equal to one day’s worth of the Monthly Fee (Monthly Fee / 30.4 days) for each affected day.
2. Definitions
- QuantCDN Network: The website hosting and content delivery service platform
- Network Outage: Unavailability of content delivery lasting 2 or more consecutive 2-minute periods
- Monthly Fee: Base monthly subscription cost for the service
3. Credit Request and Payment Procedures
To request SLA credits:
- Submit outage requests to support@quantcdn.io within 30 days of the SLA breach
- Valid credits apply to invoices within two billing cycles following verification
- Credits cannot exceed the monthly fee
- Credits exclude applicable taxes or surcharges
4. Exceptions
This SLA excludes outages caused by:
- Customer hardware, network, or code failures
- DNS issues beyond QuantCDN’s control
- Customer failure to report outages promptly
- Scheduled or emergency maintenance
- Third-party actions outside QuantCDN’s control
- Force majeure events (natural disasters, war, government actions, etc.)
5. Termination
After three consecutive months of outages exceeding SLA thresholds, either party may terminate the agreement in the fourth month. Credits represent your sole and exclusive remedy for service interruptions.
Repeated false claims may result in subscription termination.
Contact
For SLA-related inquiries or to report an outage, contact support@quantcdn.io.