Service Level Agreement

On this page

• 1. Scope
• 2. Definitions
• 3. Uptime commitment
• 4. Measurement
• 5. Service credits
• 6. Exclusions
• 7. Sole remedy
• 8. Changes & questions

This Service Level Agreement (the "SLA") is between Spaceflare ("we", "us"), ALTIS TECH SOLUTIONS, a PingLess Studios product, and the Customer ("you", the account holder). It sets out the availability commitments that apply to certain paid plans of the Services — the OpenShield-XDP protection products, PingLess WAF, the Console, and the APIs together — and the service credits available if we fail to meet those commitments. This SLA forms part of the Terms of Service; capitalized terms used but not defined here have the meanings given in the Terms.

1. Scope#

This SLA applies only to plans whose Console or pricing-page description expressly names this SLA. No current plan carries an uptime commitment. Every product we sell today, including OpenShield-XDP, LiteShield-XDP, PingLess WAF, tunnels, and the server tooling, is provided on a commercially reasonable, best-efforts basis, and the firewall agents keep enforcing locally in the kernel even if our control plane is unreachable.

Every other plan — including standard PingLess WAF, OpenShield-XDP Game, trial accounts, and free, beta, or preview features — is provided on a commercially reasonable, best-efforts basis. We work to keep all plans highly available, but plans outside the Scope of this SLA carry no availability commitment and no entitlement to service credits.

If you are unsure whether your plan is covered, check the plan description in the Console or contact support before relying on this SLA.

2. Definitions#

• "Uptime" means the percentage of minutes in a calendar month during which the covered components of the Services meet the availability standard described in the Measurement section.
• "Mitigation Availability" means that the mitigation pipeline protecting your Protected Infrastructure is enforcing your configured policies: for Agent plans, the OpenShield-XDP enforcement path running on the enrolled server; for WAF plans, our edge processing and filtering traffic for your protected hostnames.
• "Downtime" means a continuous period of at least five minutes during which Mitigation Availability is lost for a covered plan, excluding any period attributable to a cause listed in the Exclusions section.
• "Scheduled Maintenance" means planned maintenance announced at least 48 hours in advance on our status page at https://spaceflare.org/status. Scheduled Maintenance does not count as Downtime.

3. Uptime commitment#

If a future plan is expressly marked as covered, we commit to monthly Uptime of at least 99.9% for it (the "Uptime Commitment").

If Uptime for a covered plan falls below the Uptime Commitment in a calendar month, you are eligible for a service credit as set out in the Service credits section below.

4. Measurement#

We measure Uptime monthly, using our own monitoring at the edge and control plane. Our monitoring records are the primary source for availability measurements; when you request a credit you may submit your own evidence, and we will reconcile both in good faith.

For Agent plans, availability means Mitigation Availability — the mitigation pipeline enforcing your configured policies on the enrolled server — not whether the Console is reachable. The Agent enforces locally in the kernel driver path, so mitigation can continue even during a Console outage.

The Console and the public APIs are provided best-effort and are not covered by any Uptime Commitment: a Console or API outage never pauses mitigation, which runs on your server or at our edge independently.

5. Service credits#

If we miss the Uptime Commitment for a covered plan in a calendar month, you may request a credit calculated as a percentage of the monthly fee for the affected plan:

To request a credit, open a support ticket within 30 days of the incident. Your request must include the dates and times of the affected period, the Protected Infrastructure or hostnames involved, and any evidence you hold (for example, your own monitoring or logs). We will verify the claim against our monitoring records and notify you of the outcome.

Approved credits are applied to future invoices for the affected plan. Credits are not redeemable for cash, may not be transferred, and the total credits for a plan in any month are capped at 100% of that plan's monthly fee for that month.

6. Exclusions#

Downtime does not include, and no credit is due for, any period of unavailability caused by:

• Customer misconfiguration of the Agent, the WAF, DNS records, or the Protected Infrastructure;
• force majeure events, including natural disasters, fire, flood, war, terrorism, civil unrest, labor disputes, or government action;
• attacks that exceed the mitigation capacity of the plan you subscribed to;
• failures of upstream providers, transit networks, or DNS infrastructure outside our reasonable control;
• beta, preview, or experimental features;
• Scheduled Maintenance; or
• failures of your own network, power, hardware, or facilities.

7. Sole remedy#

Service credits under this SLA are your sole and exclusive remedy for any failure to meet the Uptime Commitment or for any other unavailability of the Services, to the maximum extent permitted by applicable law. This section does not limit remedies available under the Terms for breaches of a different kind.

8. Changes & questions#

We may update this SLA from time to time; material changes are recorded in the version history below. Changes that reduce the Uptime Commitment or the credit levels will not apply to you until the start of your next billing period.

Questions about this SLA or about requesting a credit: support@spaceflare.org.

Version history