Service Level Agreement

Effective Date: August 6, 2025
Website: https://www.nucdn.co

Service Provider:
Cañaveral Group (CGC), acting through its NuCDN Division (“NuCDN”, “we”, “us”, or “our”).

1. INCORPORATION AND SCOPE

This Service Level Agreement (“SLA”) is incorporated by reference into and forms an integral part of NuCDN’s Terms and Conditions available at: https://www.nucdn.co/legal/terms-and-conditions/

This SLA applies to NuCDN’s Content Delivery Network (CDN), DNS services, DDoS mitigation, website hosting (paid and free), and related infrastructure services (collectively, the “Services”).

Capitalized terms not defined herein shall have the meanings set forth in the Terms and Conditions.

2. SERVICE COMMITMENT

NuCDN shall use commercially reasonable efforts to meet the following monthly service availability commitments:

2.1 Availability Targets

• CDN and DNS Services: 99.9% monthly availability

• Paid Hosting Services: 99.9% monthly availability

• Free Hosting Services: Provided on a best-effort basis with no uptime guarantee

2.2 Support Response Objectives

Support response times are targets only and do not constitute a guarantee:

• Critical Priority (total service outage or severe disruption): Initial response within 1 hour, 24/7

• High Priority (material performance degradation): Initial response within 4 hours

• Normal Priority (general inquiries or configuration assistance): Initial response within 24 hours

3. UPTIME MEASUREMENT

Service availability is measured using NuCDN’s internal monitoring systems and calculated on a calendar-month basis as follows:

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

“Downtime” means a period during which the applicable Service is unavailable due to a failure of NuCDN’s infrastructure, as confirmed by NuCDN.

4. EXCLUSIONS

The following events are excluded from SLA calculations and do not constitute Downtime:

• Scheduled maintenance with prior notice (minimum 24 hours where practicable)

• Customer-caused issues, including misconfiguration, custom code, or third-party software

• Failures of the public Internet or third-party networks beyond NuCDN’s control

• Force majeure events, including natural disasters, power failures, labor disputes, or government actions

• Security incidents or denial-of-service attacks exceeding subscribed protection levels

• Any Services provided free of charge

5. SERVICE CREDITS

5.1 Credit Eligibility

If NuCDN fails to meet the applicable Monthly Availability Commitment, eligible customers may request service credits in accordance with the table below:

5.2 Credit Conditions

• Credits apply only to the affected Service

• Credits are calculated based on the monthly fees actually paid

• Credits are non-refundable and applied to future invoices

• Credits constitute the sole and exclusive remedy for SLA failures

• Credit requests must be submitted within thirty (30) days of the incident

6. CUSTOMER OBLIGATIONS

To be eligible for SLA remedies, the customer must:

• Maintain accurate account and billing information

• Comply with the Acceptable Use Policy (AUP)

• Properly configure applications, DNS, and origin infrastructure

• Promptly report service issues through NuCDN’s support channels

Failure to meet these obligations voids eligibility for service credits.

7. LIMITATION OF LIABILITY

Service credits issued under this SLA represent the customer’s exclusive remedy for any failure to meet service commitments.

NuCDN’s total liability is further limited as set forth in the Terms and Conditions.

8. MODIFICATIONS

NuCDN reserves the right to amend this SLA at any time.
The current version will be posted at: https://www.nucdn.co/legal/sla/

Continued use of the Services constitutes acceptance of the revised SLA.

9. CONTACT INFORMATION

For SLA claims or inquiries:

Cañaveral Group (CGC)
Email: legal@nucdn.co
Support Portal: https://my.nucdn.co/submitticket.php
Address: Unit E-0054, 5th Floor, CBC Asia Technozone, Aguinaldo Hwy,
Talaba I, Bacoor, Cavite 4102, Philippines