Enterprise
Enterprise SLA
A 99.99% uptime guarantee across all Edge services, backed by service credits, guaranteed response times, and a dedicated account manager. Built for teams running mission-critical workloads.
Enterprise-grade guarantees
As Edge serves increasingly mission-critical workloads, guarantees matter as much as performance. The Enterprise SLA provides comprehensive coverage across all Edge services — CDN, Compute, DNS, and Storage — with clear definitions, guaranteed response times, and financial backing through service credits.
Two commitments work together. The uptime SLA guarantees 99.99% availability of the platform itself, with service credits if we fall short. The support response commitments guarantee how quickly a human — not an auto-responder — engages when you raise an issue, around the clock for critical severities.
Whatever your tier, some things are never gated: billing questions, security incidents, and abuse reports are handled for every customer, always.
99.99% Uptime Guarantee
The Enterprise SLA guarantees 99.99% uptime across all services, backed by service credits if we fall short.
Rapid Response Times
Priority support with guaranteed response times, defined in your agreement. Critical issues are covered 24/7.
Dedicated Support
A dedicated support team and account manager who know your infrastructure and can resolve issues faster.
Comprehensive Coverage
Full coverage across CDN, Compute, DNS, and Storage, with clear definitions and escalation paths.
What the standard Enterprise SLA includes
Clear commitments, financially backed. No ambiguity about what you're entitled to.
How enterprise support works
Every Edge account includes ticket-based support from the control panel, with issues categorised by product and prioritised by severity. Enterprise customers get a faster path: a dedicated account manager as a named point of contact, 24/7 coverage for critical issues, and guaranteed acknowledgement times for production-down incidents, agreed up front in your SLA.
Severity levels and escalation paths are defined up front in the agreement, so there's no negotiation in the middle of an incident — everyone knows what counts as critical and what happens next. If a response target is missed, the SLA's service-credit remedy applies.
Custom SLAs available
Every enterprise has unique requirements. Alongside the standard agreement, Edge offers fully customised SLAs tailored to your specific needs.
Custom response times
Define response and resolution targets that align with your operational requirements.
Extended coverage
Additional coverage for specific services, regions, or use cases beyond the standard SLA.
Custom definitions
Tailored incident severity definitions and escalation procedures that match your internal processes.
Enhanced service credits
Customised credit structures for SLA breaches based on business impact.
Who the Enterprise SLA is for
Mission-critical workloads
Production systems where downtime carries a real cost — revenue, reputation, or regulatory — and where a financial commitment to uptime matters.
Teams that need guaranteed response
When something breaks at 3am, "best effort" isn't good enough. Enterprise customers get 24/7 coverage for critical issues with guaranteed acknowledgement times.
Organisations with compliance requirements
Monthly uptime reporting and clearly defined severity levels and escalation paths give you the documentation your governance processes expect.
The Enterprise SLA is part of Edge's enterprise offering, which combines volume-discounted pay-as-you-go pricing from $499/month with priority support, an account manager, unlimited seats, and annual discounts. See pricing for the full picture, or contact sales to discuss your requirements.
Get started with the Enterprise SLA
Ready to put a financial commitment behind your infrastructure? Or need a custom SLA tailored to your requirements? Our team is ready to help.