Content Delivery Network (CDN) Service Level Agreement (SLA)

Article 1: Scope of Services

The Content Delivery Network (CDN) services provided by the Company are designed to efficiently distribute origin server content across multiple geographical nodes. This optimizes the loading speed of static resources such as webpages and images, reduces response time, and enhances overall website performance and availability. The service is particularly suitable for addressing access bottlenecks caused by limited bandwidth, surges in traffic, or uneven geographical distribution of users.

Article 2: Definitions

 1. Service Definition: This agreement applies to CDN services that have been subscribed and paid for.

 2. Small File Resources: Refers to static files such as HTML pages, JPG, GIF images, etc.

 3. Downloadable Resources: All downloadable files hosted via CDN.

 4. On-Demand Media Content: Covers mainstream streaming media file formats.

 5. Service Cycle: A billing cycle is one calendar month. Partial months are counted as full.

 6. Service Coverage: Global.

 7. Total Minutes Per Cycle: Total monthly minutes calculated as 7 days × 24 hours.

 8. Failed Requests: Requests returning 5XX errors due to CDN failure or valid user requests that did not reach the server.

 9. Valid Requests: User requests successfully received and processed by CDN nodes.

 10. Unavailable Time: A service is deemed unavailable if the error rate exceeds 0.05% continuously for over 10 minutes.

 11. Monthly Service Fee: Total amount paid by the user for CDN services in a given month.

Article 3: Service Performance Guarantees

3.1 Availability Guarantee

 • Service availability shall not be lower than 99.9%, meaning total downtime must not exceed 44 minutes per month.

 • Availability calculation: Service uptime ÷ Total service time.

 • Domains with fewer than 1 million monthly requests are excluded from statistics.

 • Scheduled maintenance, user misconfigurations, third-party issues, and force majeure are excluded from downtime calculation.

3.2 Data Persistence

CDN is a caching service. Cached content is dynamically cleared based on access frequency and is not stored permanently.

3.3 Data Privacy

Without proper authorization, other users cannot access or modify your acceleration resources. The Company provides a dual-key mechanism to strengthen access control and data isolation.

3.4 Auditability

In accordance with applicable laws and regulatory requirements, the Company may provide information related to a user’s service usage for compliance, audits, or other official investigations, provided that proper legal procedures are followed.

3.5 Billing Accuracy

The CDN system charges based on actual user traffic. Detailed billing standards can be found on the official website.

Article 4: Compensation Mechanism

4.1 Eligibility for Compensation

Users may request compensation for service interruptions caused by platform-side issues such as equipment failures or configuration errors. Compensation does not apply in the following cases:

  1. Scheduled or unscheduled maintenance (including upgrades, repairs, migrations, and simulated failure drills);

  2. Network or equipment failures not attributable to the Company’s infrastructure;

  3. Network attacks targeting the Customer’s applications;

  4. Server restarts caused by operating system patch installations;

  5. Account or data breaches due to the Customer’s inadequate security practices;

  6. Errors caused by the Customer’s own operations or operations authorized by the Customer;

  7. Failure to follow product documentation or recommended configurations;

  8. Force majeure events (e.g., natural disasters, wars, policy changes, etc.);

  9. Service suspension required by applicable laws, regulations, or competent authorities;

  10. Failures or interruptions caused by programming errors on the part of the Customer.

4.2 Compensation Standards

 • Calculation: Compensation = Average per-minute fee in the 24 hours before the outage × Number of affected minutes × 2.

 • Compensation is issued in the form of service credits, not cash.

 • If usage was under 24 hours, the average per-minute fee is based on the actual duration.

 • The maximum compensation is capped at the lower of the following: The average monthly fee for the affected domain over the past 12 months, or 25% of the monthly fee for the month in which the outage occurred.

4.3 Application Deadline

Users must submit their compensation request after the fifth business day of the following month and within one month after the end of the month during which the incident occurred. Late submissions will not be accepted.

Article 5: Miscellaneous

 1. This agreement becomes effective upon publication. The platform reserves the right to amend the terms and will notify users via the website or email at least 30 days in advance. Continued use of the service constitutes acceptance of the revised agreement.

 2. This agreement is governed by the laws of Singapore. In the event of a dispute, both parties shall first attempt to resolve it through negotiation. If negotiation fails, the dispute may be submitted to the courts of Singapore.

 3. If any provision of this agreement is found to be invalid, the remaining provisions shall remain in full force and effect.