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Service Level Agreement

High Availability &
SLA Commitments
Across WEDOS Services

This SLA forms part of the Master Services Agreement between the Customer and WEDOS. It defines uptime guarantees, performance commitments, support response targets, exclusions, and service credit terms. Effective May 2026.

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Anycast SLA
100%
Uptime target for the
WEDOS Anycast routing layer
(Protection & WEDOS.zone DNS)
Anycast SLA

What the Anycast SLA covers

100% uptime target on the Anycast layer
The uptime target for the Anycast routing layer behind WEDOS Protection and WEDOS.zone DNS is 100%. A month that falls short earns a service credit, rising to the full monthly fee.
Automatic traffic failover
Traffic is instantly redirected to a healthy node when any server or location fails. No manual intervention required, no impact on end users.
High resilience against outages
Global infrastructure combined with intelligent load balancing ensures no single point of failure can affect the entire service.
Stable performance during traffic peaks
Anycast routing distributes requests across multiple locations simultaneously, maintaining low latency and stable throughput even under DDoS conditions.
Reliable foundation for DNS and security services
The Anycast layer underpins both WEDOS Protection (DDoS mitigation & WAF) and WEDOS.zone (authoritative DNS), providing a shared, high-availability backbone across all critical services.
SLA Overview

Performance & uptime commitments

Performance SLA — DDoS Mitigation & WAF

WEDOS commits to the following performance standard. Failure to meet it results in a 10% service credit for the affected billing period.

Commitment Credit on failure
DDoS attack mitigation and application of the agreed WAF rules 10%

Service Uptime & Credit Schedule

Monthly uptime is measured against the Anycast routing layer. Credits are not automatic: you file a claim and we validate it against WEDOS monitoring data.

Monthly Uptime Service Credit
100.00% No credit
≥ 99.99% 10%
≥ 99.90% 25%
≥ 99.50% 100%
Support Tiers

Support levels & response times

All paid plans include Bronze support by default. Platinum, Gold, and Silver tiers are available as paid upgrades and include dedicated consulting hours and faster response guarantees. The Free plan carries no contractual SLA.

Support Tier Support Hours Response Time Consulting Credit / Issue
Platinum 24 / 7 ≤ 15 minutes 2 h / month 5%
Gold 24 / 7 ≤ 1 hour 1 h / month 3%
Silver Mon–Fri 08:00–18:00 CET ≤ 4 hours — 1%
Bronze Default Mon–Fri 08:00–18:00 CET ≤ 1 business day — Not included

The response time SLA runs from the customer's initial incident report to the first acknowledgement by support.

Claims & Exclusions

How to claim & what is excluded

SLA Claims Process
  • Submit a claim within 15 days of the incident occurring.
  • Include timestamps of the incident and recovery.
  • Specify affected services, protection zones, or IP addresses.
  • Provide supporting evidence: logs, screenshots, or monitoring exports.
  • Claims are validated against WEDOS internal monitoring data.
  • Service credits are your sole and exclusive remedy for an SLA failure.
  • Over any 12-month billing cycle, credits cannot exceed the total fees paid for that service in the same period.
SLA Exclusions
  • Scheduled maintenance announced with ≥ 48 hours advance notice.
  • Force majeure — natural disasters, war, government action, or other events beyond WEDOS control.
  • Customer misconfiguration — incorrect DNS records, firewall rules, or routing settings on the customer side.
  • Beta features explicitly labelled as pre-production or experimental.
  • Usage exceeding contracted limits without prior agreement.
  • Upstream provider issues outside the WEDOS network perimeter.
  • Resolution time — incidents that involve upstream providers, ISP routing or peering partners are resolved on a best-effort basis and are not part of the standard SLA.
Download the Full Document

Full SLA documentation

Download the complete SLA document in your preferred language. It contains the full terms, including definitions, exclusions and the service credit schedule.

WEDOS SLA — English
PDF · English language · Effective May 2026
Download PDF
WEDOS SLA — Česky
PDF · Česká verze · Platné od května 2026
Download PDF
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Protected by an SLA in writing

Start with WEDOS Protection and get enterprise-grade DDoS mitigation, WAF, and Anycast availability — backed by a commitment in writing.

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