---
title: "Enterprise SLA"
description: "Edge's Enterprise SLA: 99.99% uptime commitment, 24/7 critical response, dedicated account management, and service credits for mission-critical workloads."
url: https://edge.network/sla/
---

# Enterprise SLA

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.

[Contact Sales](https://edge.network/contact) [View Pricing](https://edge.network/pricing)

## 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.

99.99% uptime guarantee
Guaranteed response times, agreed up front
24/7 support for critical issues
Defined severity levels and escalation paths
Service credits for SLA breaches
Monthly uptime reports
Dedicated account manager

### 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](https://edge.network/pricing) for the
full picture, or [contact sales](https://edge.network/contact) 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.

[Contact Sales](https://edge.network/contact) [View Pricing](https://edge.network/pricing)