GLOBAL SECURE WEB - SERVICE LEVEL AGREEMENT (SLA)
Effective Date: August 19, 2026

This Service Level Agreement ("SLA") governs the provision of uptime, performance standards, and service credits for eligible paid plans provided by Global Secure Web ("we," "us," or "our"). This SLA supplements our Terms of Service. If you do not have an eligible enterprise or business plan, you are not covered by this SLA.

1. ELIGIBILITY AND PLAN TIERS
- Enterprise Plan: Eligible for a guaranteed monthly uptime commitment of 99.99%.
- Business Plan: Eligible for a guaranteed monthly uptime commitment of 99.5%.
- Starter, Professional, and Free Plans: **Do not include** any SLA guarantees, uptime commitments, or service credits. Services for these tiers are provided strictly on an "as-is" and "as-available" basis as outlined in our general Terms of Service.

2. UPTIME DEFINITION AND MEASUREMENT
"Uptime" refers to the percentage of total time in a given calendar month that our edge proxy and WAF network are operational and capable of processing traffic for a customer's domain.

Monthly Uptime Percentage is calculated as:
[(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] * 100

3. SERVICE CREDITS COMPENSATION
If Global Secure Web fails to meet the guaranteed uptime percentage for an eligible Enterprise or Business plan in a given calendar month, the customer may request a service credit.

- Compensation Rate: Eligible customers will receive a **50% credit compensation** based on the monthly subscription fee for the affected service month.
- Credit Application: Service credits will be applied exclusively as a discount toward future invoices and cannot be exchanged for cash or refunds.

4. EXCLUSIONS AND EXEMPTIONS (DOWNTIME NOT COUNTED)
Downtime caused by any of the following events shall not be considered a breach of this SLA and will not be factored into uptime calculations:
- Scheduled maintenance windows and emergency security updates communicated in advance.
- Issues originating from the customer's origin server, hosting provider, or backend infrastructure being offline, unreachable, or misconfigured.
- Failures resulting from DNS provider outages or configuration errors outside Global Secure Web's control.
- Attacks or traffic volume that exceed the technical mitigations or fair-use resource allocations of the customer's plan.
- Customer-induced interruptions (e.g., misconfigured WAF rules, blocked traffic by the customer, or suspension due to AUP violations).
- Force Majeure events, natural disasters, war, acts of terrorism, major internet backbone fiber cuts, or global carrier failures beyond our reasonable control.

5. CLAIM PROCEDURE
To receive service credits, the customer must submit a formal claim via our support portal or email within fourteen (14) days of the end of the month in which the downtime occurred. 
- The claim must include the account details, timestamps of the outage, and any relevant logs or diagnostic data.
- Global Secure Web will review internal monitoring logs to verify the claim. Valid claims will have credits applied within two (2) billing cycles.

6. LIMITATION OF REMEDIES
Service credits outlined in this SLA represent the customer's sole and exclusive remedy for any failure by Global Secure Web to meet uptime commitments. 

7. MODIFICATIONS
We reserve the right to modify or update this SLA from time to time. Notice of changes will be posted on our website with an updated effective date.