Service

1. Scope

This Service Level Agreement applies to paid Templass plans unless a custom contract states otherwise. It covers the scrubbing edge, always-on filtering, and the customer Panel used for billing, firewall rules, and attack telemetry.

2. Availability

We target 99.9% monthly uptime for the scrubbing path and Panel. Uptime is measured at our edge. Origin servers, customer networks, and third-party providers are outside this SLA.

Excluded from uptime calculations:

• Planned maintenance announced on the status page or Discord when practicable
• Emergency maintenance to contain an attack or protect the shared platform
• Issues caused by customer misconfiguration, origin outages, or unpaid accounts
• Force majeure and upstream carrier failures outside our reasonable control

2.1 Mitigation

DDoS mitigation runs continuously on subscribed services. During volumetric or protocol attacks, filtering rules and scrubbing capacity are applied automatically. Clean traffic is delivered over the agreed GRE tunnel or cross-connect. Attack volume does not count toward clean bandwidth on standard plans.

3. Support response

• Under attack: Discord or contact form with reason Under attack. Active attacks are prioritized when origin IP, ports, and host are provided.
• Standard support: Discord and [email protected] on business days.
• Sales and custom topology: [email protected]. Custom bandwidth and non-default scrubbing paths are scoped per quote.

4. Monitoring and incidents

Current health is published on the status page. During incidents we post updates there and in Discord when possible. If you see a problem not reflected on status, contact us with timestamps and affected IPs.

5. Service credits

If monthly scrubbing or Panel uptime falls below 99.9% and the outage is attributable to Templass, eligible customers may request a credit equal to 5% of the monthly plan fee for each full hour of downtime beyond the SLA threshold, capped at 100% of that month's fee. Credits are applied to the next invoice, not paid in cash. To request a credit, email [email protected] within 30 days with account details and incident times.

6. Changes

We may update this SLA for operational or legal reasons. Material changes are announced via the status page, Panel, or email where appropriate. Continued use of the service after notice constitutes acceptance unless your contract requires separate consent.

7. Related documents

Contractual terms: Terms of Service. Provider details: Imprint. Questions: [email protected] or Discord.