Last updated: May 2026
1. Availability Target
We aim for high service availability but do not guarantee uninterrupted, timely, secure, or error-free operation. Target availability is provided as a goal, not a contractual guarantee, unless a separate signed SLA is in place.
2. Scheduled Maintenance
We may perform scheduled maintenance that temporarily affects availability. We aim to notify affected customers in advance where practical.
3. Excluded Events
The following are excluded from any availability calculations:
- Force majeure events;
- Failures of upstream networks, ISPs, or third-party providers;
- Customer-caused issues (misconfiguration, abuse, exceeding fair use);
- Actions taken to enforce our Acceptable Use Policy;
- Beta or trial features.
4. Remedies
Except where a signed SLA specifies service credits, our sole obligation for downtime is to work in good faith to restore service. No refunds are issued for downtime, in line with our Terms & Conditions.
5. Support Response
Support response times are best-effort targets and vary by request type, complexity, and volume. Priority support is available where included in your plan.