Cloud Service Level Agreement

1. Scope and eligibility

This SLA covers each paid, active Velcio Cloud production web-service subscription (a "Covered Service"). Its assigned *.velcio.app hostname and its verified, active production or Velcio-managed redirect custom hostnames are "Covered Hostnames".

A custom hostname is covered once ownership, DNS, edge routing and TLS are active. Coverage ends when the hostname is removed or becomes inactive. A service is eligible no earlier than the effective date above and only while its subscription and production service are active.

This SLA does not cover free services, static sites, workers without an HTTP service, trials, previews, review apps, beta or early-access features, builds, deploys, source integrations, the dashboard, the control-plane API or third-party services.

2. Availability commitment

Each Covered Service has a 99.9% Monthly Uptime Percentage commitment. We measure complete calendar months, or only the eligible minutes when coverage starts or ends during a month.

Monthly Uptime Percentage is: (eligible minutes minus Downtime minutes) divided by eligible minutes, multiplied by 100. Time excluded under Section 4 is removed from both parts of the calculation.

We calculate each Covered Hostname separately. The lowest hostname result sets the Covered Service's monthly result and credit band. A Covered Service can receive only one credit per month, even if several hostnames miss the commitment.

3. How downtime is measured

Every 60 seconds, we test a Velcio health endpoint on each Covered Hostname from three Cloudflare monitoring regions: Western Europe, eastern North America and South-East Asia. A minute counts as Downtime only when at least two regions report the endpoint as unhealthy. A failure in one region alone does not count.

A regional check is unhealthy if DNS, connection or TLS negotiation fails; the request times out; the response is not HTTP 200; or the expected Velcio health marker is missing. Redirects and insecure TLS are not accepted. Two consecutive failures mark a region unhealthy; two consecutive successes return it to healthy.

The health endpoint is provided by Velcio and does not run or assess your application routes. Errors caused by your code, including HTTP 404 and HTTP 500 responses, arenot Downtime. A failed Velcio health check can still count when a separate application request succeeds. This SLA measures the platform, not customer code.

We retain the regional observations used for each calculation. Missing or late telemetry is not treated as successful. A report remains provisional until every eligible minute is classified, and an incomplete report cannot be used to deny a credit.

4. Excluded time

For a custom hostname only, Downtime does not include minutes clearly caused by:

• customer-controlled DNS records or customer configuration that is inconsistent with the configuration shown by Velcio Cloud; or
• a customer-selected authoritative DNS provider outside Velcio's service.

An exclusion requires retained evidence of the customer-side cause and applies only to the affected minutes. We record the hostname, interval, reason and evidence. If the cause is unclear, the time counts against the SLA. Failures of Velcio or infrastructure providers used by Velcio, including Cloudflare and Azure, are not excluded merely because a third party was involved.

5. Service credits

If a final monthly report is below 99.9%, the available credit is:

• 10% of the Covered Service's eligible monthly hosting fees when availability is below 99.9% but at least 99.0%;
• 25% when availability is below 99.0% but at least 95.0%; and
• 50% when availability is below 95.0%.

Credits exclude taxes, other products and third-party charges. Credits for one Covered Service cannot exceed 50% of its eligible hosting fees for the month. They are not cash, are not transferable and are the sole remedy for a failure to meet this SLA, except where applicable law does not allow that limitation.

6. Claims and application

When a final monthly report qualifies, the account owner has 30 days to claim the proposed credit in Velcio Cloud. The claim identifies the Covered Service and month; our retained monitoring evidence provides the measurements. If the claim control is unavailable, contact support@velcio.dev.

We review claims against the recorded evidence and exclusions. An approved credit is added to the account's payment balance and offsets a future eligible charge. We may reject a duplicate, late, ineligible or fraudulent claim and will record the reason.

7. Changes

We may change monitoring locations or methods without reducing the commitment or making the test less representative. A reduction to the commitment, credit bands or eligibility is a material change under the Terms of Service. The version shown on this page governs each measured month.