Service Level
What we commit to, how we measure it, and what happens if we miss it.
Scope
This document applies to the protection layer we operate on the Pro plan.
Availability commitment
We target 99.9% monthly availability. That is roughly 43 minutes of total downtime allowance per month.
"Available" means: the protection layer accepts requests for the protected domain and can forward them to the origin. Downtime of your own origin server is not part of this measurement — it is not under our control.
Measurement
Availability is measured by an external monitoring service checking every 60 seconds. Two consecutive failed checks count as downtime. Measurement records are shared on request.
Exclusions
- Announced maintenance windows (notified at least 48 hours ahead, not exceeding 30 minutes per month)
- Downtime, misconfiguration or DNS errors on your origin server
- Volumetric attacks exceeding the server's link capacity
- Provider-side network outages (datacenter, backbone)
- Access blocks resulting from settings you made in the panel
If we miss it
If monthly availability falls below 99.9%, part of that month's fee is credited against your next invoice:
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.9% | 10% of the monthly fee |
| 95.0% – 99.0% | 25% of the monthly fee |
| below 95.0% | 100% of the monthly fee |
Credit requests must be submitted through a support ticket within 30 days of the end of the month concerned.
Support response times
| Priority | First response |
|---|---|
| Critical (site unreachable) | within 4 hours |
| High (protection not working) | 1 business day |
| Normal | 2 business days |
Put your site behind the shield today
Nothing to install. Point your DNS at the HexShield edge, keep your origin IP out of sight, and filter attacks before they reach your server.