Service Level Agreement

Itnetic Technologies

Last updated: 31 July 2026

This SLA forms part of the Terms of Service and applies to paid Plans. It is the only availability commitment we make; nothing on our website, in our documentation or in a sales conversation adds to it.

1. Commitment

Any uptime figure shown elsewhere on our website is a statement of measured past performance, not a commitment. This table is the commitment.

2. What "uptime" means here

Availability is measured per calendar month, per protected domain, as the percentage of requests our edge network answers rather than failing to answer.

A minute counts as unavailable if, during that minute, our edge network fails to serve requests for your domain — it does not respond, or it returns a 5xx error generated by us.

The commitment covers our network. It cannot cover what we do not control:

Excluded from the calculation

1. Faults at your origin — including origin timeouts, origin 5xx responses we merely pass through, and origin connection failures.
2. Your own DNS, your certificates where you manage them, and your configuration (including a rule you wrote that blocks your own traffic).
3. Scheduled maintenance announced at least 48 hours in advance, and emergency maintenance needed to preserve security or stability.
4. Force majeure as defined in Section 19 of the Terms, including attacks of a scale materially beyond the mitigation capacity of the Plan.
5. Suspension under the Acceptable Use Policy, the Abuse Policy, non-payment, or bandwidth overage under Section 6 of the Terms.
6. Traffic intentionally challenged, rate-limited, queued in a waiting room or blocked by your security configuration. A visitor being shown a challenge is the Service working, not an outage.
7. Beta or free features.

3. Service credits

If we miss the commitment in a calendar month, you may claim a credit against the affected Plan's fee for that month:

How to claim

• Email chlibekbusiness@gmail.com with the subject [SLA] within 30 days of the end of the affected month.
• Include the affected domain, the dates and times, and any evidence you have (your own monitoring, request IDs, error screenshots).
• We respond within 10 business days.

How credits work

• A credit is applied against a future invoice. It is not a cash refund and is not transferable.
• Credits are the sole and exclusive remedy for missed availability. They do not affect a Consumer's mandatory statutory rights (Terms Section 16).
• Total credits in any month are capped at 100% of that month's fee for the affected Plan.
• Credits are not available on the Starter Plan, on beta features, or while your account is suspended or in arrears.

4. Measurement

We use our own monitoring as the primary record, since it is the only source that can separate an origin fault from an edge fault. Where your monitoring disagrees with ours, send us what you have — request IDs (X-Req-Id) and timestamps make this quick — and we will investigate in good faith and share what we find.

5. Maintenance

• Scheduled maintenance: announced at least 48 hours in advance on status.itnetic.com and by email where a Plan carries an uptime commitment. We aim for low-traffic windows.
• Routine deployments are not maintenance windows: releases use an overlapping blue/green rollout, so a deploy neither drops live connections nor takes the listener down.
• Emergency maintenance may happen without notice where security or stability requires it; we announce it as soon as we can.

6. Support

Support is by email at chlibekbusiness@gmail.com. Response targets are in Section 1 and are targets for a first human response, not for resolution. Business hours are 09:00–17:00 Europe/Prague, Monday to Friday, excluding Czech public holidays.

Security incidents follow the Incident Response Policy, which has its own faster notification targets.

7. Changes

We may update this SLA. A change that reduces a commitment applies from your next renewal and is notified at least 30 days in advance under Section 18 of the Terms.