5centsCDN Service Level Agreement (SLA)

5. Data Deletion Policy

We take data integrity seriously — but deletion or transfer actions initiated by users are the user’s responsibility.

We cannot be held accountable for:

Data deleted by you or at your request.

Data loss during file movement, migration, or transfer.

Data loss due to third-party crashes or hardware failure.

If you request deletion, you’ll receive an email confirmation form to authorize the action for recordkeeping.

6. Exclusions — When SLA Credits Don’t Apply

Credits will not be issued if outages or issues arise due to:

• Force majeure (natural disasters, war, government actions, etc.)
• DNS issues outside 5centsCDN’s control.
• Scheduled or emergency maintenance.
• Customer origin/server hardware or software failures.
• Client-side errors, configuration issues, or TOS violations.
• Measurement inaccuracies or false outage reports.
• Stream buffering caused by local ISPs or conditions beyond our control.
• Customers on budget or trial plans (unless otherwise specified).

Your account must be active, and there must be no unpaid invoices on your account to qualify for credits.

9. Professional & Third-Party Services

Professional Services

You can request custom integration or migration help, billed separately under Professional Service Hours.

Third-Party Responsibility

While we offer guidance, issues caused by third-party tools, encoders, or hosting providers remain outside our SLA scope.

11. Policy Updates

This SLA is part of our Terms of Service.

We may update it from time - time to improve clarity or reflect new feature

Continued use of our services means you accept the latest version.