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Terms and Conditions

• Business Hours: Monday–Friday, 10:00 AM – 6:00 PM Delaware (USA) local time, excluding holidays.
• Trial Usage: Trials are not recommended for production workloads
• SLA Applicability: SLA response times apply only to technical incidents (service disruption, delivery failure, configuration errors)
• Advisory & Information Requests: Best-practice guidance, architecture recommendations, CMS-specific tuning, traffic spike planning, onboarding design, and security posture reviews are not covered under SLA unless engaged via Professional Services.
• Third-Party Services: Issues related to third-party software, applications, or custom development are not covered under SLA.
• Severity Classification: Ticket priority is selected by the customer and validated by 5centsCDN during triage.
• Premium Support & One-Time session is limited to 1hr, addl sessions can be purchased.