Service Level Agreement
This agreement sets the availability we commit to for the CacheGenie network, how it is measured, and the credit you can claim when we miss it. It is part of the agreement the Terms of Service set out.
What we commit to#
The CacheGenie network is available for at least 99.99% of each calendar month, measured in UTC, to every zone on a paid plan.
The network is unavailable when none of its locations can serve your zone. One location being out of service is not unavailability: your viewers are moved to the others.
How it is measured#
We measure availability with our own monitoring of every location, the record our status page is drawn from. A month's availability is the minutes in the month, less the minutes the network was unavailable, divided by the minutes in the month, as a percentage rounded down to two decimal places. In a 30-day month, 99.99% allows 4.32 minutes of unavailability.
What is not counted#
- A failure of your origin, or of anything else outside our network: your own DNS, a viewer's connection, or the internet between a viewer and us.
- The effect of your own settings: maintenance mode, blocking rules, signed links, or a hostname or certificate you removed.
- Requests refused by a limit of the service, which Limits describes.
- A zone we have stopped serving under the Terms of Service or the Acceptable Use Policy: a pause because free usage ran out, a pause or suspension for a breach or an overdue invoice, or an attack that threatened the network or other clients.
- Maintenance announced on the status page at least 24 hours ahead.
- Anything outside our reasonable control, as the Terms of Service describe.
The credits#
| Availability in the month | Credit |
|---|---|
| 99.99% or more | None: the commitment was met |
| Below 99.99%, at least 99.91% | 5% |
| Below 99.91%, at least 99.81% | 10% |
| Below 99.81%, at least 98.51% | 25% |
| Below 98.51%, at least 97.51% | 35% |
| Below 97.51%, at least 95.51% | 75% |
| Below 95.51% | 100% |
The credit is a percentage of your charges for that month, before account credit and VAT.
How to claim#
Email team@cachegenie.com within 30 days after the month ends, while no invoice on your account is overdue, naming the zone and when it was unavailable. We check the claim against our monitoring and the zone's statistics, and tell you the result. A credit is added to your account as account credit and used by your next invoice; it is never paid out. It is your only financial remedy for unavailability, as the Terms of Service say.
Changes#
We may update this agreement as the Terms of Service allow. It was last updated on 30 September 2026.