SLA — 99.9% Uptime Guarantee

Visibilitiez guarantees that our WAF proxy, API endpoints, and dashboard will be available 99.9% of the time in any given calendar month. Uptime is measured from our external monitoring infrastructure and calculated as: ((total_minutes - downtime_minutes) / total_minutes) × 100

If we fail to meet our uptime commitment, you are eligible for service credits applied to your next billing cycle:

Service credits are capped at 100% of your monthly subscription fee. Credits are not redeemable for cash and cannot be transferred to other accounts.

The following are NOT counted as downtime for SLA purposes:

• •Scheduled Maintenance: Pre-announced maintenance windows (minimum 48 hours notice via email and status page). We schedule maintenance during low-traffic hours (02:00–06:00 WIB).
• •Force Majeure: Events beyond our reasonable control including natural disasters, war, terrorism, government actions, pandemic, widespread internet outages, or DDoS attacks exceeding 10Tbps.
• •Customer-Caused Issues: Downtime caused by your DNS misconfiguration, origin server failures, or actions taken through your dashboard/API.
• •Third-Party Failures: Outages of third-party services not under our control (upstream ISPs, DNS registrars, certificate authorities).
• •Beta/Preview Features: Any feature explicitly marked as beta, preview, or experimental.
• •Account Suspension: Downtime during account suspension due to payment failure or policy violation.

To request service credits:

1. 1Submit a credit request via email to sla@visibilitiez.com within 30 days of the incident.
2. 2Include your account ID, affected domain(s), and the date/time range of the outage.
3. 3Our team will verify the claim against our monitoring data within 5 business days.
4. 4Approved credits will be applied to your next billing cycle automatically.

We maintain a public status page with real-time service health information:

The status page provides:

• •Real-time status of all service components (WAF, API, Dashboard, Ingestors)
• •Historical uptime data for the past 90 days
• •Incident reports with timeline and resolution details
• •Scheduled maintenance announcements
• •Subscribe to notifications via email, RSS, or webhook