Overview
This Service Level Agreement ("SLA") describes the uptime commitments BCZ Central makes for our infrastructure services. We take reliability seriously and back our promises with service credits when we fall short.
This SLA applies to all paid services unless you have a custom enterprise agreement that specifies different terms.
Uptime Commitment
We guarantee 99.99% uptime for all services, measured monthly. This means:
- Maximum Downtime: 4.38 minutes per month
- Annual Downtime: 52.6 minutes per year
- Measurement Period: Calendar month (00:00 UTC first day to 23:59 UTC last day)
What Counts as Downtime
Downtime is measured when your service becomes unavailable due to issues within our control. Specifically:
- HTTP 5xx errors from our infrastructure
- Complete loss of connectivity to our services
- API endpoints returning errors due to our failures
- Edge server failures affecting content delivery
What Doesn't Count as Downtime
The following don't count toward downtime calculations:
- Scheduled maintenance (with 72 hours notice)
- Issues caused by your code or configuration
- DDoS attacks or security incidents affecting your account
- Third-party service failures beyond our control
- Problems with your internet connectivity
- Issues arising from violating our Terms of Service
- Force majeure events (natural disasters, war, etc.)
- Emergency maintenance for critical security patches
Service Credits
If we fail to meet our uptime commitment, you're eligible for service credits based on the actual uptime achieved:
| Monthly Uptime |
Service Credit |
| 99.00% - 99.99% |
10% of monthly fee |
| 95.00% - 98.99% |
25% of monthly fee |
| 90.00% - 94.99% |
50% of monthly fee |
| Below 90.00% |
100% of monthly fee |
How Service Credits Work
- Application: Credits are applied to future invoices, not issued as refunds
- Maximum: Credits cannot exceed 100% of your monthly service fee
- Expiration: Credits must be used within 12 months
- Request Window: You must request credits within 30 days of the incident
Claiming Service Credits
To claim service credits, follow these steps:
- Email [email protected] within 30 days of the downtime incident
- Include your account ID and the affected time period
- Provide details of the service interruption you experienced
- We'll investigate within 5 business days
- If approved, credits appear on your next invoice
Service-Specific SLAs
Proxy Services
- Uptime Target: 99.99%
- Response Time: 95th percentile under 100ms globally
- Failover Time: Automatic failover within 30 seconds
- Monitoring Frequency: Health checks every 10 seconds
Content Delivery Network (CDN)
- Uptime Target: 99.99%
- Cache Hit Ratio: Minimum 90% for static content
- Edge Response Time: 95th percentile under 50ms
- Origin Shield: 99.9% cache hit rate
- Purge Propagation: Globally within 5 minutes
Cloud Infrastructure
- Compute Uptime: 99.99% for individual instances
- Storage Durability: 99.999999999% (11 nines)
- Network Uptime: 99.99%
- Load Balancer: 99.99% availability
- API Availability: 99.95%
Search Engine
- Query Uptime: 99.99%
- Index Uptime: 99.95% (for writes)
- Query Latency: 95th percentile under 100ms
- Index Propagation: New documents searchable within 60 seconds
Monitoring and Transparency
We provide real-time service status through:
- Status Page: Public status dashboard updated in real-time
- Historical Data: 90 days of uptime metrics available
- Incident Reports: Detailed post-mortems for major outages
- API Monitoring: Programmatic access to service health
Scheduled Maintenance
We minimize scheduled downtime, but when necessary:
- Advance notice of at least 72 hours via email
- Maintenance windows typically 2-4 hours
- Scheduled during off-peak hours when possible
- Emergency maintenance communicated immediately
Support Response Times
Support SLAs vary by plan tier:
| Priority Level |
Description |
First Response |
| Critical |
Service completely down |
15 minutes |
| High |
Major functionality impaired |
1 hour |
| Medium |
Minor functionality issues |
4 hours |
| Low |
General questions |
24 hours |
Enterprise Custom SLAs
Enterprise customers can negotiate custom SLAs including:
- Higher uptime guarantees (99.995% or 99.999%)
- Dedicated support engineers
- Custom monitoring and alerting
- Multi-region failover requirements
- Guaranteed response times for all severity levels
- Financial penalties for SLA breaches
Contact our sales team to discuss custom SLA requirements.
Security Incidents
For security-related issues:
- Critical Vulnerabilities: Patched within 24 hours of discovery
- High Severity: Patched within 7 days
- Security Updates: Communicated via email and status page
- Incident Response: Dedicated team available 24/7
Data Backup and Recovery
- Backup Frequency: Automated daily backups
- Retention Period: 30 days of backup history
- Recovery Time Objective (RTO): 4 hours for complete restoration
- Recovery Point Objective (RPO): Maximum 24 hours of data loss
Limitations
This SLA does not apply to:
- Free trial or beta services
- Services explicitly marked as "preview" or "experimental"
- Accounts in violation of our Terms of Service
- Suspended or delinquent accounts
Changes to This SLA
We may modify this SLA with 90 days notice for existing customers. Changes apply immediately to new customers. Material changes will be communicated via email.
Contact for SLA Issues
For SLA-related questions or to report service issues:
- Email: [email protected]
- Emergency Hotline: +1-555-123-4567
- Company: BizTransit Sdn Bhd (891234-X)
- Address: Level 28, Lingkaran Syed Putra, Mid Valley City, Kuala Lumpur, 59200, Malaysia