SECURIAWALL – SERVICE LEVEL AGREEMENT

SLA v1.1 Hardened

Effective Date: 21/06/2025

Last Updated: 11/02/2026

This Service Level Agreement (“SLA”) forms part of the Securiawall Terms of Service (“Terms”) and applies to eligible Services provided by Securiawall Ltd. (“Securiawall”, “we”, “us”).

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

1. Scope of This SLA

1.1 This SLA applies to the following Services, unless explicitly excluded:

Network DDoS Protection
Web Application Firewall (WAF)
Global CDN
Load Balancing

1.2 Excluded Services. The following are subject to special limitations and exclusions described in Section 9:

Game Proxy Server
UDP-based services

1.3 This SLA applies only to paid plans and does not apply to trial, promotional, or complimentary services (if any).

2. Service Commitment (Availability)

2.1 Monthly Uptime Percentage.

Securiawall will use commercially reasonable efforts to make the eligible Services available with a Monthly Uptime Percentage (“MUP”) of at least 99.9% during each monthly billing cycle.

2.2 Availability Defined.

A Service is considered “Available” when Securiawall's network is able to receive traffic and forward Clean Traffic toward the Customer's Origin Server.

3. Downtime Definition

3.1 Downtime means a period during which, due to an issue attributable solely to Securiawall's infrastructure, Clean Traffic cannot be delivered from the Securiawall network to the Customer's Origin Server.

3.2 The following do NOT constitute Downtime:

Origin Server outages, misconfiguration, overload, or non-responsiveness (including HTTP 502/504 errors).
Customer DNS misconfiguration, invalid records, or propagation delays.
SSL/TLS certificate errors or expiration.
Customer-created WAF rules causing blocking (e.g., self-blocking).
False positives or false negatives inherent to WAF or DDoS mitigation.
Issues caused by third-party providers outside Securiawall's control.

4. Measurement of Availability

4.1 Availability is measured using independent third-party monitoring nodes designated by Securiawall.

4.2 Monitoring is performed from multiple global regions, including but not limited to:

Europe
North America
Asia

4.3 Downtime is measured from the time the issue is detected within Securiawall's systems until the time service is restored.

4.4 Short interruptions occurring during automated failover or mitigation transitions may be aggregated.

5. Exclusions and Exceptions

Downtime resulting from any of the following is excluded from SLA calculations and is not eligible for Service Credits:

5.1 Planned Maintenance

Maintenance announced at least 14 hours in advance, including security updates, infrastructure upgrades, or emergency patches.

5.2 Force Majeure

Events beyond reasonable control, including but not limited to:

natural disasters;
war, terrorism, civil unrest;
data center fires;
large-scale ISP or backbone failures.

5.3 Legal or Regulatory Actions

Service suspension required by court order or law enforcement request.

5.4 Customer Breach

Suspension or limitation due to:

non-payment;
violation of the Terms or AUP;
abuse or security threats.

5.5 Traffic Characteristics

Highly asymmetric, malformed, or abusive traffic patterns that require emergency mitigation actions.

6. Service Credits (Exclusive Remedy)

6.1 Sole Remedy.

Service Credits are the sole and exclusive remedy for any failure to meet the SLA.

6.2 Credit Eligibility.

Credits apply only to the monthly fee for the affected Service and are applied as a deduction from a future invoice. No cash refunds are provided.

6.3 Credit Schedule

Monthly Uptime Percentage	Service Credit	Explanation
99.9% – 100%	0%	Target met
99.0% – 99.9%	10%	Minor degradation
95.0% – 99.0%	25%	Significant incident
< 95.0%	100%	Severe outage (service effectively unavailable)

6.4 Credit Cap.

Total Service Credits for any billing month shall not exceed 100% of the monthly fee for the affected Service.

7. Credit Claim Procedure

7.1 To receive Service Credits, the Customer must submit a written claim:

via the Dashboard or support ticket;
within 7 calendar days after the end of the affected billing month.

7.2 The claim must include:

Account ID;
affected Service;
dates and times of the alleged Downtime (UTC);
supporting evidence, if available.

7.3 Failure to submit a timely and complete claim waives the right to Service Credits for that period.

7.4 All determinations regarding SLA compliance and credits are made by Securiawall in good faith based on available data.

8. No Performance or Mitigation Guarantees

8.1 This SLA does not guarantee:

attack detection speed;
time to mitigate;
latency, jitter, or packet loss;
throughput, bandwidth consistency, or player experience.

8.2 The SLA addresses availability only, not quality or performance metrics.

9. Game Proxy & UDP Services – Special Terms

9.1 Due to the nature of UDP protocols and third-party ISP routing:

latency (ping) and jitter are inherently variable;
packet loss may occur outside Securiawall's control.

9.2 Availability Scope.

For Game Proxy services, availability refers solely to network reachability (Up/Down) of Securiawall's proxy endpoint.

9.3 Exclusions.

The following are not considered Downtime and are not eligible for Service Credits:

lag or poor player experience;
routing inefficiencies between ISPs;
congestion outside Securiawall's network.

9.4 CCU limits define capacity, not performance or experience guarantees.

10. Relationship to Other Agreements

10.1 This SLA is governed by and incorporated into the Terms of Service.

10.2 In the event of a conflict, the Order of Precedence set forth in the Terms applies.

11. Modifications

Securiawall may modify this SLA from time to time. Changes will take effect upon posting, unless otherwise stated. Continued use of the Services after changes constitutes acceptance.

12. Survival

Sections relating to exclusions, limitations, remedies, and dispute resolution survive termination of the Services.