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

What the 100% SLA covers

Guaranteed Anycast availability
100% SLA on the core Anycast routing layer for WEDOS Protection and WEDOS.zone DNS. Zero tolerance for routing layer downtime.
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 meeting the following performance standards. Failure to meet any item results in a 10% service credit for the affected billing period.

Commitment Credit on failure
Timely DDoS attack mitigation 10%
Application of agreed WAF rules 10%
Reputational and political crisis handling 10%

Service Uptime & Credit Schedule

Monthly uptime is measured against the Anycast routing layer. Credits are applied to the next billing cycle automatically upon verified claim.

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

Support levels & response times

All 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.

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

Response time SLA applies from the moment a support ticket is opened via the WEDOS client portal. Consulting hours are non-cumulative and expire at the end of each calendar month.

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.
  • Credits are applied to the following billing cycle upon approval.
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.
Download the Full Document

Full SLA documentation

Download the complete SLA document in your preferred language. The document includes all terms, appendices, and service credit calculation methodology.

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 a 100% SLA guarantee

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

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