1. Covered services
An SLA applies only where a product, order or signed agreement expressly states that the service is SLA-backed. Products without an express SLA have no contractual uptime credit.
2. Availability commitment
Verified service-specific availability commitments must be set before production. Cloud, shared hosting and enterprise architectures may require different commitments because availability depends on the purchased design.
3. Measurement
Availability should be measured by AlpineLayer monitoring at the service boundary defined for the product. An outage is a qualifying period when the covered service cannot perform its primary function because of an AlpineLayer-controlled failure.
4. Exclusions
- Scheduled maintenance under policy.
- Emergency maintenance required for security or integrity.
- Customer configuration, software, credentials or application failure.
- DDoS activity beyond the purchased protection scope.
- Upstream failures outside AlpineLayer control unless expressly covered.
- Suspension for non-payment, abuse or legal requirement.
- Preview, beta or roadmap services.
- Force majeure to the extent permitted by law.
5. Service credits
Where applicable, service credits are the contractual remedy for qualifying availability breaches unless mandatory law or a signed agreement provides otherwise. Credit percentages, caps and request deadlines must be defined before launch.
6. Claims
Customers should submit SLA claims through support or billing with the affected service, date, time and impact within the claim period stated in the applicable SLA schedule.
7. Enterprise terms
Signed enterprise agreements may define customized architecture, availability, support and credit terms that supersede this general framework.