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Legal

Service Level Agreement

Effective 2026-04-01. Plain-language summary below; the full policy follows.

Plain-language summary. We promise measurable uptime, measured from the edge, on every plan. We average each site-and-region monthly measurement equally into one monthly uptime percentage for your account. If that percentage misses the commitment, one service credit is applied automatically to your account's next invoice, regardless of how many sites it has — no claim form, no negotiation.

1. Uptime commitment

  • Studio, Agency, and Scale: 99.99% monthly uptime.
  • Starter: 99.95% monthly uptime.

2. What counts as downtime

Downtime is measured when the CubitRace edge returns a 5xx or fails to establish a TLS connection for your site, verified from at least two external probes. Scheduled maintenance announced at least 48 hours in advance does not count. Downtime caused by your code, plugins, DNS, or third-party services you connect to your site does not count.

3. Measurement

We measure uptime per site, per region, using our own edge logs and independent external probes. The authoritative source is the CubitRace status and monitoring stack. You can verify the numbers via the dashboard or by requesting a raw uptime report.

4. Service credits

If monthly uptime falls below the committed level, the credit is applied to your next invoice automatically:

  • < 99.99% but ≥ 99.9%: 10% credit.
  • < 99.9% but ≥ 99.0%: 25% credit.
  • < 99.0%: 50% credit, plus we schedule a post-mortem call with your team.

Credits are not cash refunds and cannot exceed one month of service fees.

5. Exclusions

This SLA does not cover: (a) your custom code or third-party plugins; (b) force majeure, upstream provider outages beyond our reasonable control, or denial-of-service attacks that exceed our mitigation capacity; (c) your failure to follow documented migration or configuration guidance; (d) beta or preview features.

6. Sole remedy

Service credits are your sole and exclusive remedy for downtime covered by this SLA. The maximum total credit in any 12-month period is capped at the amount you paid us during that period.