Service Level Agreement
Availability commitments, mitigation response targets and the service credit regime applicable to Korner infrastructure.
Scope
This SLA applies to production services purchased under an active order and forms part of the Terms of Service. It does not apply to trial, beta or pre-release services.
Definitions
| Term | Meaning |
|---|---|
| Availability | The percentage of minutes in a calendar month during which the service is reachable from the Korner network edge. |
| Downtime | A period of one or more consecutive minutes during which the service is unreachable, excluding periods listed in section 07. |
| Time to mitigate | The interval between detection of a qualifying attack and application of mitigation. |
| Maintenance window | A scheduled period announced at least 72 hours in advance. |
Availability commitments
| Component | Commitment | Max monthly downtime |
|---|---|---|
| Network (edge reachability) | 99.99% | 4m 23s |
| Compute — dedicated | 99.99% | 4m 23s |
| Compute — virtual | 99.95% | 21m 54s |
| Anycast edge | 99.99% | 4m 23s |
| Colocation power (A/B feed) | 99.99% | 4m 23s |
Mitigation response
Mitigation is always on. Korner does not require the customer to raise a ticket, redirect traffic or switch modes for protection to apply.
| Attack class | Time to mitigate | Method |
|---|---|---|
| Volumetric (L3/L4) | < 3 seconds | Automatic, in-line |
| Protocol abuse | < 10 seconds | Automatic, in-line |
| Application layer (L7) | < 60 seconds | Automatic with engineer review |
| Novel / unclassified | Best effort, engineer engaged | Manual rule authoring |
Support response targets
| Severity | Definition | First response |
|---|---|---|
| S1 | Total loss of service in production | 15 minutes, 24/7 |
| S2 | Degraded service or partial loss | 1 hour, 24/7 |
| S3 | Non-urgent fault or question | 1 business day |
| S4 | Change request or provisioning | 2 business days |
Service credits
Where Korner fails to meet an availability commitment, the customer may claim a credit against the monthly fee for the affected component.
| Monthly availability | Credit |
|---|---|
| ≥ 99.99% | None |
| 99.90% – 99.98% | 10% of monthly fee |
| 99.00% – 99.89% | 25% of monthly fee |
| 95.00% – 98.99% | 50% of monthly fee |
| < 95.00% | 100% of monthly fee |
Claim procedure
- Submit a claim to noc@korner.team within 30 days of the incident.
- Include affected service identifiers, incident start and end times in UTC, and supporting evidence.
- Korner will validate the claim against its own monitoring records and respond within 10 business days.
- Approved credits appear on the next invoice.
Exclusions
The commitments in this SLA do not apply to downtime caused by:
- Announced maintenance windows.
- Customer software, configuration, or exhaustion of allocated resources.
- Suspension resulting from a violation of the Acceptable Use Policy or non-payment.
- Failure of equipment or networks not owned or operated by Korner, including customer-provided hardware.
- Force majeure events beyond Korner’s reasonable control.
Measurement
Availability is measured from Korner monitoring nodes located outside the facility hosting the service, at one-minute resolution. A service is considered unavailable when it fails to respond to three consecutive checks from two or more independent nodes.
- Korner monitoring records are the authoritative source for SLA calculations.
- Customer-side monitoring may be submitted as supporting evidence and will be reviewed in good faith.
- Partial degradation is measured against the affected component only, not the whole account.
Maintenance
| Class | Notice | Window |
|---|---|---|
| Standard | 72 hours | 02:00–06:00 local to the facility |
| Extended | 10 calendar days | Agreed with affected customers |
| Emergency | As soon as practicable | Any time, to preserve integrity or security |
Korner aims to perform maintenance without customer-visible interruption. Where interruption is unavoidable it is stated in the notice, and time inside an announced window is excluded from availability calculations.
Sole remedy
Service credits are the customer’s sole and exclusive remedy for any failure by Korner to meet a commitment in this SLA. Nothing in this document limits either party’s rights of termination under the Terms of Service.
Changes
Korner may revise this SLA with 30 days’ written notice. Revisions that reduce a commitment do not apply to the current term of an existing order without the customer’s written agreement.