Service Level Agreement

This Service Level Agreement ("SLA") applies only where an Order for an eligible paid CDN.MN plan expressly states that this SLA is included.

It does not apply to PAYG, free credit, website analyzer, free compressor, previews, evaluation functions, development environments, early-access products, or a product that the Order excludes.

Capitalized terms have the meanings in the CDN.MN Terms of Service.

1. Covered service

The Covered Service is production image delivery through an active CDN.MN-generated hostname or eligible Customer custom domain for a Site covered by the Order.

The SLA covers CDN.MN's ability to accept an eligible image request and return a response from the CDN.MN delivery path.

The SLA does not cover:

• Customer's Origin;
• Customer application code;
• DNS outside NicNames' control;
• Customer repository or deployment platform;
• the Account dashboard or analyzer;
• an Agent or third-party integration; or
• performance, file-size reduction, latency, or cache-hit ratio.

2. Monthly availability commitment

CDN.MN will use commercially reasonable efforts to provide 99.9% Monthly Availability for the Covered Service.

Monthly Availability is calculated as:

Total measured minutes in the calendar month

minus Unavailable Minutes

divided by total measured minutes

multiplied by 100

An Unavailable Minute is a full one-minute period during which CDN.MN's service-side monitoring confirms that the Covered Service is unable to return any valid CDN.MN response for substantially all eligible requests to the covered Site because of a failure under NicNames' control.

A valid 4xx response, documented Origin error, unsupported file response, credit or plan restriction, or Customer configuration error is not an Unavailable Minute.

3. Exclusions

Downtime or impairment is excluded to the extent caused by:

• Customer or an Authorized User;
• an Agent, repository, deployment, or integration selected by Customer;
• the Customer's Origin, application, DNS, certificate, network, or provider;
• invalid, unavailable, unauthorized, unsupported, or malicious Customer Content;
• a purge, configuration change, suspension, deletion, or maintenance action requested or approved by Customer;
• exhaustion of credit or plan entitlement;
• payment failure;
• violation of the Terms or AUP;
• security or abuse mitigation reasonably necessary to protect the Service or third parties;
• scheduled maintenance announced at least forty-eight hours in advance, not exceeding four hours in a month;
• emergency maintenance reasonably necessary for security or stability;
• Internet or telecommunications failure outside NicNames' control;
• denial-of-service or other attack not reasonably preventable by commercially reasonable measures;
• force majeure;
• a third-party service outside NicNames' reasonable control;
• public preview, beta, early-access, or evaluation functionality;
• a Customer custom domain that is unverified or misconfigured; or
• a failure that Customer does not report within the claim period and that is not reflected in NicNames' service-side data.

4. Service credits

If Monthly Availability for a covered Site falls below 99.9%, Customer may request a credit against the monthly recurring fee attributable to that Site or Workspace:

Credits:

• are calculated against the monthly recurring subscription fee, excluding usage, tax, one-time fees, support, and third-party charges;
• may not exceed 50% of the applicable monthly recurring fee;
• have no cash value;
• are not refundable or transferable;
• apply to a future invoice; and
• are Customer's sole and exclusive remedy for failure to meet this SLA.

If one Order covers multiple Sites, NicNames may reasonably allocate the recurring fee among Sites for credit calculation.

5. Claim procedure

Customer must submit a claim to support@cdn.mn with subject "SLA Credit Request" within thirty days after the end of the affected month.

The claim must include:

• Customer and Workspace;
• affected Site and hostname;
• dates and times;
• relevant request IDs or logs;
• description of impact; and
• requested credit.

NicNames will evaluate the claim using service-side monitoring, logs, and the exclusions above.

A claim submitted late or without sufficient information may be denied.

6. Customer cooperation

Customer must maintain accurate contact information, monitor the Covered Service, preserve relevant request IDs, and reasonably cooperate in diagnosis.

Failure to use available fallback, rollback, or notification controls does not create additional credit.

7. Changes

A material reduction to this SLA will not apply during a prepaid Order term unless required by law, security, or a third-party infrastructure change beyond NicNames' reasonable control.

8. Contact

SLA questions and claims: support@cdn.mn