Service Level Agreement

Effective Date: August 6, 2025
Website: https://www.nucdn.co
Company Legal Name: NuCDN Web Protection and CDN Services (“NuCDN”)

1. Overview

This Service Level Agreement (“SLA”) is incorporated into and forms part of the Terms and Conditions. It defines the service levels and remedies applicable to NuCDN services, including Content Delivery Network (CDN), DNS, DDoS protection, website hosting (paid and free), and related infrastructure.

All capitalized terms not defined in this SLA have the meaning set forth in the Terms and Conditions.

2. Service Commitment

NuCDN will use commercially reasonable efforts to provide:

• CDN & DNS Availability: 99.9% uptime per calendar month.

• Hosting Availability (Paid Plans): 99.9% uptime per calendar month.

• Hosting Availability (Free Plans): Provided on a best-effort basis, with no uptime guarantee.

• Support Response Times:

  • Critical issues (service down, severe disruption): Response within 1 hour, 24/7.

  • High priority (significant performance degradation): Response within 4 hours.

  • Normal priority (general issues, configuration help): Response within 24 hours.

3. Measurement and Reporting

Service availability is measured by NuCDN monitoring systems based on server-side uptime. Uptime is calculated as:

Availability (%) = (Total Minutes in a Month – Downtime Minutes) ÷ Total Minutes in a Month × 100

Downtime is defined as when services are unavailable due to NuCDN’s infrastructure and confirmed by our monitoring.

4. Exclusions

The Service Commitment does not apply to downtime resulting from:

• Scheduled maintenance (with at least 24-hour notice).

• Customer misuse, misconfiguration, or software errors.

• Internet or network issues outside NuCDN’s control.

• Force majeure events (natural disasters, power failures, government actions, labor disputes).

• Attacks or excessive traffic caused by denial-of-service (unless covered under a subscribed DDoS protection plan).

• Services provided free of charge (including free hosting).

5. Service Credits

If NuCDN fails to meet the Monthly Uptime Guarantee, you may request service credits as follows:

Conditions:

• Service credits are calculated only against the affected service fees.

• Service credits are the sole and exclusive remedy for downtime.

• Credits are not refundable as cash but applied to future invoices.

• Requests for credits must be submitted to support within 30 days of the incident.

6. Customer Responsibilities

To receive SLA benefits, you must:

• Maintain accurate account and billing information.

• Use NuCDN services in compliance with the AUP.

• Configure your applications and DNS properly.

• Report issues promptly via the support portal.

7. Limitation of Liability

Service credits provided under this SLA are the exclusive remedy for any failure to meet service commitments. NuCDN’s liability is further limited by the Terms and Conditions.

8. Amendments

NuCDN may update this SLA from time to time. Updated versions will be posted at https://www.nucdn.co/legal/sla/. Continued use of services constitutes acceptance of any changes.

9. Contact Information

For SLA claims and inquiries:

NuCDN Web Protection and CDN Services
Email: legal@nucdn.co
Support Portal: https://my.nucdn.co/submitticket.php
Address: Unit E-0052, 5th Floor, CBC Asia Technozone, Aguinaldo Hwy, Talaba I, Bacoor, Cavite 4102, Philippines