Service Level Agreement (SLA)

We are commited to carry your traffic in a reliable and fast manner to your customers and our 99.99% network SLA applies to all customers by default.

Network SLA

With the exception of dedicated video transcoding nodes, all PUSHR CDN services come with a 99.99% uptime SLA. In the event that the services rendered to you by PUSHR have been inaccessible for more than 4 minutes and 23 seconds in any given month, an account credit equal to 2.5% of your last invoice will be provided for each and every hour of downtime up to the total amount of the said invoice.

Video transcoding SLA

For video transcoding nodes, the applicable uptime service level agreement provided by default to PUSHR customers is 99%, or no more than 7 hours 18 minutes of downtime in any given month. In the event that your video transcoding server/cluster becomes inaccessible for a period longer than 7 hours 18 minutes, an account credit equal to 2.5% of your last invoice will be provided for each and every hour of downtime up to the total amount of the said invoice.

Special conditions

Under these conditions, downtime is considered a lack of connectivity or a physical disruption in PUSHR CDN's own and/or rented systems and infrastructure, and as such is not applicable to disruptions in third-party networks. Customers who are entitled to account credit as part of this service level agreement can not receive credit totaling more than the credit equal to their last month's invoice. Force Majuere events, such as natural disasters, that might cause PUSHR's systems to go offline or become disconnected are not covered under this service level agreement and are not subject to account credit.