100% SLA for Anycast Availability
High Availability (HA) means systems stay operational without interruption, even in the face of hardware failures or peak demand. For our global Anycast network—WEDOS Global, which consists of over 3,000 servers across dozens of Points of Presence (POPs)—this is not just a goal. It’s a guarantee.
If a server or POP becomes overloaded or requires maintenance, traffic is rerouted automatically and instantly to a healthy node elsewhere. This seamless failover, combined with advanced load balancing and AI-driven traffic optimization, enables us to commit to:
100% SLA for Anycast service availability
This commitment specifically applies to the core availability of the Anycast routing layer that underpins services such as WEDOS Protection and WEDOS.zone DNS.
Service-Level Agreements (SLA) Overview
Our SLA outlines availability guarantees, support response targets, and service credits for our main service WEDOS.protection.
WEDOS.protection (DDoS Protection & WAF) – SLA Details
Service Uptime Commitment
| Monthly Uptime | Service Credit |
|---|---|
| 100.00% | 0% |
| ≥ 99.99% | 10% |
| ≥ 99.90% | 25% |
| ≥ 99.50% | 100% |
Performance SLA
For DDoS mitigation and WAF, we guarantee:
- Timely attack mitigation
- Application of agreed WAF rules
Failure to meet performance commitments results in a 10% service credit.
Support Levels & Response Times
| Tier | Support Hours | Response Time | Resolution Time | Consulting | Credit per Issue |
|---|---|---|---|---|---|
| Platinum | 24/7 | ≤ 15 minutes | ≤ 4 hours | 2h/mo | 5% |
| Gold | 24/7 | ≤ 1 hour | ≤ 12 hours | 1h/mo | 3% |
| Silver | Mon–Fri, 08:00–18:00 CET | ≤ 4 hours | ≤ 24 hours | — | 1% |
| Bronze | Mon–Fri, 08:00–18:00 CET | ≤ 1 business day | ≤ 3 business days | — | 0% |
Support level by default
All subscription plans include Bronze tier support level by default. All other tiers are available for an additional fee.
SLA Claims Process
To receive a service credit:
- Submit a claim within 15 days of the incident
- Include timestamps, affected services/zones/IPs, and relevant logs or screenshots
- Claims are validated against WEDOS internal monitoring
Credits are capped to the amount paid in the relevant billing cycle. They are the sole and exclusive remedy for SLA breaches.
Exclusions
The SLA does not apply in cases of:
- Scheduled maintenance (with at least 48h notice)
- Force majeure events
- Customer-side misconfiguration or misuse
- Beta/pre-release features
- Service usage beyond defined limits
- Upstream provider issues outside WEDOS control
Summary
WEDOS offers tiered SLA guarantees with high transparency and real accountability:
- 100% SLA for Anycast availability
- Tiered uptime & performance SLA for WEDOS.protection
- Flexible support tiers with measurable targets
- Service credits when commitments aren’t met
This approach ensures our customers enjoy maximum reliability, transparency, and support—from DNS resolution to DDoS mitigation.