We are commited to carry your traffic in a reliable and fast manner to your customers. The applicable service level agreements for all services offered by PUSHR are listed below and apply to all customers by default, unless a more specific SLA exists as part of a separate agreement or contract between PUSHR and the customer.
We strive for an always-on service and our edge network executes automatic failover rerouting whenever any edge location experiences availability issues. To achieve this, we probe all nodes on our edge network continuously and trigger the rerouting mechanisms within 15 seconds of anomaly detection. Our network SLA guarantees 99.95% accessibility for content served via PUSHR's edge network. In the event that the services rendered to you by PUSHR's edge network have been inaccessible for more than 21 minutes and 54 seconds in a calendar month, an account credit equal to 2.5% of your last traffic bill will be provided for each and every hour of downtime up to the total amount of the said bill.
Storage services SLA
PUSHR's object storage service - Sonic - is designed for high availability and high durability. We aim to achieve this promise by spreading the physical nodes that make the storage cluster among multiple data centers, and by applying industry-standard Reed-Solomon erasure coding to warm data. Sonic generates 2 parity shards for each 10 data shards, and runs a total of 3 online copies of all file metadata. It is covered by a 99.9% uptime guarantee, equal to no more than 43m 28s of unavailability in a calendar month. An account credit equal to 2.5% of your last storage bill will be provided for each and every hour of downtime up to the total amount of the said bill.
Media platform SLA
PUSHR's Media platform's transcoding and live streaming facilities are covered with the following uptime guarantees:
• 99.9% uptime when the default setup with a single ingestion/transcoding unit is being used.
• 99.99% uptime when a setup with two ingestion/transcoding units are being used simultaneously.
An account credit equal to 2.5% of your last month's live streaming bill will be provided for each and every hour of downtime up to the total amount of the said bill. Please note that Media platform SLAs do not cover stream failures caused by technical issues on the stream source's end, or on the network path between the broadcaster and PUSHR's ingestion facilities.
Under these conditions, downtime and unavailability are considered to mean lack of connectivity or a physical disruption in PUSHR CDN's own and/or rented systems and infrastructure, and as such our SLAs are not applicable to disruptions in third-party networks beyond the first hop, over which PUSHR and/or it's providers have no control. Customers who are entitled to account credit as part of this service level agreement can not receive a credit amount totaling more than their last month's total spend. Extreme Force Majuere events, such as devastating natural disasters, acts of war, or nation-wide political decisions that could theoretically render some PUSHR services unavailable in some regions, and could leave PUSHR without any reasonable course of action to resolve the situation, are not covered by these service level agreements.