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Service Level Agreement
Effective: March 15, 2025
1. Overview
This Service Level Agreement ("SLA") is a policy governing the use of PocketCDN's content delivery services and applies to all active subscribers. This SLA defines the service levels, uptime commitments, and support response times that PocketCDN maintains for its infrastructure and delivery network.
2. Service Availability
PocketCDN commits to maintaining the following availability targets:
| Service Component | Monthly Uptime Target | Max Downtime / Month |
|---|---|---|
| Content Delivery Network | 99.99% | 4 minutes 23 seconds |
| Authentication Services | 99.95% | 21 minutes 54 seconds |
| Dashboard & Portal | 99.9% | 43 minutes 50 seconds |
| API Endpoints | 99.95% | 21 minutes 54 seconds |
Uptime is calculated on a calendar month basis, excluding scheduled maintenance windows communicated at least 48 hours in advance.
3. Performance Targets
| Metric | Target |
|---|---|
| Average Edge Latency (p50) | < 12ms |
| Edge Latency (p99) | < 50ms |
| Cache Hit Ratio | > 98% |
| Download Token Generation | < 200ms |
| Authentication Response | < 500ms |
4. Incident Response
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage affecting all users | 15 minutes | 4 hours |
| High | Significant degradation affecting >25% of users | 1 hour | 8 hours |
| Medium | Partial service impact affecting <25% of users | 4 hours | 24 hours |
| Low | Minor issue with minimal user impact | 24 hours | 72 hours |
5. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods, typically between 02:00 and 06:00 UTC on weekdays. Emergency maintenance may be performed at any time when required to address critical security vulnerabilities or service-threatening issues. Scheduled maintenance windows are communicated at least 48 hours in advance via the dashboard and email notifications.
6. Data Durability
Content stored on PocketCDN infrastructure is replicated across multiple geographic regions with a target durability of 99.999999999% (eleven 9s). We maintain automated backup procedures and disaster recovery protocols to ensure data integrity. In the event of data loss due to a failure on our part, we will make commercially reasonable efforts to restore the affected content from backups.
7. Security Commitments
PocketCDN maintains the following security standards:
- AES-256 encryption for all content at rest
- TLS 1.3 for all data in transit
- HMAC-SHA256 cryptographic authentication for all access tokens
- One-time-use download tokens with automatic expiration
- Cryptographic device fingerprinting with configurable device limits
- Rate limiting on all authentication and download endpoints
- Comprehensive audit logging of all access and download events
8. Exclusions
This SLA does not apply to service unavailability caused by:
- Force majeure events including natural disasters, acts of war, or government actions
- Internet connectivity issues between the user and our edge network
- Actions or inactions of the subscriber or any third party
- Scheduled maintenance windows communicated in advance
- Features designated as beta, preview, or experimental
9. Modifications
PocketCDN reserves the right to modify this SLA at any time. Changes will be effective upon posting to the website. Material changes that reduce service commitments will be communicated at least 30 days in advance.
10. Contact
For SLA-related inquiries or to report a service incident, contact our operations team at ops@pocketcdn.com.