Service Level Agreement (SLA)

1. Uptime Guarantee

Automains Network guarantees a 99.99% network uptime SLA for all Enterprise tier customers. Uptime is defined as the ability to successfully route packets through at least one of our global Anycast POPs. Scheduled maintenance windows, announced at least 72 hours in advance via our Status Page, are excluded from uptime calculations.

2. Mitigation Time-to-Live (TTL)

For customers subscribed to our Advanced DDoS Protection, we guarantee a Time-To-Mitigate (TTM) of under 3 seconds for known volumetric vectors (e.g., DNS amplification, NTP reflection, SYN floods). Zero-day layer 7 attacks are guaranteed to be profiled and mitigated within 60 seconds of traffic anomaly detection.

3. Service Credits

In the event we fail to meet the 99.99% uptime guarantee in a given billing cycle, eligible customers may request a service credit. Credits are calculated as a percentage of the monthly recurring charge: 10% credit for uptime between 99.0% and 99.99%, and 30% credit for uptime below 99.0%. Claims must be submitted via the support portal within 14 days of the incident.