This Service Level Agreement ("SLA") describes the uptime and network performance commitments SurfNode provides to active customers in good standing. It supplements, and is governed by, our Terms of Service.
1. Uptime Commitment
SurfNode targets 99.99% monthly availability for the network and host infrastructure underlying your service. Availability is measured at the host node and excludes any downtime caused by factors listed in Section 4.
2. Network Performance
- Average inbound latency under 15 ms from major UK ISPs.
- Redundant 10 Gbps uplinks with multi-carrier transit.
- Always-on DDoS mitigation up to 800 Gbps at the edge.
3. Service Credits
If monthly availability falls below the targets above, you may request a service credit based on the affected service's monthly fee:
- 99.90% – 99.99%: 5% credit
- 99.00% – 99.89%: 15% credit
- 95.00% – 98.99%: 30% credit
- Below 95.00%: 50% credit
Credits are applied to your next invoice. Total credits issued in any month will not exceed 50% of the monthly fee for the affected service.
4. Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance announced at least 48 hours in advance.
- Customer-initiated reboots, misconfiguration, or software faults.
- Force majeure, including natural disasters, war, or government action.
- Third-party service failures outside our reasonable control.
- Suspension for non-payment or AUP violation.
5. How to Claim
To request a credit, open a ticket in your client area within 30 days of the incident. Include the service ID, dates, and times of the outage. We will respond within 10 working days.
6. Sole Remedy
Service credits are your sole and exclusive remedy for any failure to meet the SLA.