Security service SLA
Last updated 2023-04-05
Fastly endeavors to maintain 99.9% availability of the Signal Sciences Hosted Dashboard (Hosted Dashboard), which is used by the Fastly Next-Gen WAF and the hosted infrastructure components of the Edge and Cloud WAF deployment method.
SLA for Hosted Dashboard
Subscribers experiencing unavailability of the Signal Sciences Hosted Dashboard will be entitled to service credits according to the following table.
| Monthly Availability of Hosted Dashboard | Service Credit % of Pro-rated Monthly WAF Subscription Fees |
|---|---|
| <99.9-99.0 | 5% |
| <99.0%-98.5% | 10% |
| <98.5%-98.0% | 15% |
| <98.0% | 20% |
"Availability" of the Hosted Dashboard is calculated as follows: ([# of minutes in month]-[# of minutes per month the Hosted Dashboard is Unavailable]) / [# of minutes in month].
"Unavailable" with respect to the Hosted Dashboard means the Hosted Dashboard is not available for your access and use through your internet connection, excluding (a) unavailability of the Hosted Dashboard caused by issues not under Fastly Control or (b) unavailability that does not last for a consecutive ten-minute period.
"Fastly Control" means elements entirely under Fastly's control and not a consequence of (a) your hardware or software failures, (b) you or your end user's connectivity issues, (c) your operator errors, (d) traffic amounts that exceed your Permitted Utilization as defined in the Terms and Conditions, (e) your corrupted content, (f) acts of god (any) or war, or earthquakes, or terrorist actions.SLA for Cloud WAF Hosted Services
Subscribers experiencing unavailability of the hosted infrastructure component of Cloud WAF Hosted Services will be entitled to service credits according to the following table.
| Monthly Availability of Cloud WAF Hosted Services | Service Credit % of Pro-rated Monthly Hosted Services Subscription Fees |
|---|---|
| <99.9-99.0 | 5% |
| <99.0%-98.5% | 10% |
| <98.5%-98.0% | 15% |
| <98.0% | 20% |
"Availability" of the Hosted Services is calculated as follows: ([# of minutes in month]-[# of minutes per month the Hosted Services is Unavailable]) / [# of minutes in month].
"Unavailable" with respect to the Hosted Services means the Hosted Services are not available to process traffic or communicate with Hosted Dashboard, excluding (a) unavailability caused by issues not under Fastly Control or (b) unavailability that does not last for a consecutive ten-minute period.
"Fastly Control" means elements entirely under Fastly's control and not a consequence of (a) your hardware or software failures, (b) you or your end user's connectivity issues, (c) your operator errors, (d) traffic amounts that exceed your Permitted Utilization as defined in the Terms and Conditions, (e) your corrupted content, (f) acts of god (any) or war, or earthquakes, or terrorist actions.Additional Terms
Fastly may temporarily limit or disable the inspection and blocking capabilities of the Fastly Next-Gen WAF (Edge) for your service if your traffic threatens to interfere with or disrupt the integrity or performance of Fastly’s services. If this is necessary, the edge security service will fail open and your service will continue to serve traffic.
Credit terms
- You must contact us within 15 days of experiencing unavailability to receive a service credit.
- For any given month, the maximum amount of any credit is 20%, regardless of the reason it is owed.
- A pending credit does not release you from your obligation to pay Fastly's submitted invoices in full when due.
- Credits will be applied to the invoice two months following the month an invoice credit was incurred.
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