Service Level Agreement

1. DEFINITIONS

"Service" means the delivery of inbound and outbound IP traffic to and from your provisioned public IPv4 or IPv6 address through the GetPublicIP tunnel infrastructure.

"Covered Components" means the tunnel endpoints, the routing of packets between our network and the public internet, and the availability of your assigned public IP address.

"Non-Covered Components" means the GetPublicIP website, customer dashboard, management console, API, documentation, billing systems, and any scheduled or emergency maintenance activities.

"Downtime" means a period of five (5) or more consecutive minutes during which the Covered Components for your provisioned IP address are unavailable, as measured by our monitoring systems.

"Monthly Uptime Percentage" is calculated per IP address for each calendar month as:

((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100

"Service Credit" means a credit applied to your next invoice, calculated as a percentage of the monthly fee paid for the affected IP address.

2. SERVICE COMMITMENT

GetPublicIP commits to a Monthly Uptime Percentage of at least 99.9% for the Covered Components of each provisioned IP address.

This commitment applies on a per-IP basis. Downtime affecting one IP does not entitle you to credits on unaffected IPs.

This commitment does not apply to Non-Covered Components. The dashboard, API, and website are provided on a commercially reasonable basis without an uptime guarantee.

3. SERVICE CREDITS

If the Monthly Uptime Percentage for a provisioned IP address falls below 99.9% in a given calendar month, you are eligible to request a Service Credit according to the following schedule:

Service Credits are applied to future invoices only. They are not redeemable for cash and expire upon termination of your account.

The total Service Credits issued under this SLA in any single month will not exceed one hundred percent (100%) of the monthly fee paid for the affected IP address.

4. EXCLUSIONS

The Service Commitment does not apply to any unavailability, suspension, or termination of the Service, or any other Service performance issue, that results from:

1. Scheduled maintenance, where we provided at least twenty-four (24) hours' advance notice via email or the customer dashboard;
2. Emergency maintenance required to address a security vulnerability or critical infrastructure issue, provided total affected time does not exceed sixty (60) minutes;
3. Failures, interruptions, or performance issues in your own internet connection, local network, ISP, CG-NAT provider, router, server, operating system, or any software running on your equipment;
4. Failures of third-party networks, transit providers, peering arrangements, or upstream infrastructure outside our direct control (including but not limited to failures of our underlying hosting provider);
5. Denial-of-service attacks, distributed denial-of-service attacks, or other malicious traffic directed at you, us, or our infrastructure;
6. Suspension or termination of your account for breach of the Terms of Service, Acceptable Use Policy, non-payment, or suspected fraudulent activity;
7. Your actions or inactions, including misconfiguration of firewall rules, port forwarding settings, or tunnel client software;
8. Force majeure events, including natural disasters, acts of war, terrorism, civil unrest, government action, labour disputes, widespread internet outages, or failures of public utilities;
9. Any period during which your account is past due or otherwise not in good standing;
10. Beta, trial, free-tier, or preview features, which are provided "as is" without any uptime commitment.
11. Listing of your assigned IP address on any third-party reputation service, blocklist, spam list, or anti-abuse list; blocking, throttling, captcha-gating, or rate-limiting of your traffic by any third party (including but not limited to internet service providers, hosting providers, content providers, streaming services, financial institutions, or content delivery networks); or any other discriminatory treatment of your assigned IP address by a third party, regardless of the cause.

Downtime attributable to any of the above does not count toward the calculation of Monthly Uptime Percentage.

5. HOW TO CLAIM A SERVICE CREDIT

To receive a Service Credit, you must submit a claim by emailing info@getpublicip.com or by opening a support ticket through the customer dashboard. Your claim must include:

1. The IP address(es) affected;
2. The date(s) and approximate time(s) of the Downtime;
3. A description of the issue experienced;
4. Any logs, traceroutes, or other evidence supporting the claim.

Claims must be submitted within thirty (30) days of the end of the calendar month in which the Downtime occurred. Claims submitted after this period will not be eligible, regardless of merit.

We will review your claim and respond within fifteen (15) business days. If the claim is approved, the Service Credit will be applied to your next invoice.

Our monitoring records will be used as the authoritative source for determining Downtime. Third-party monitoring services may be considered as supporting evidence but are not determinative.

6. SOLE AND EXCLUSIVE REMEDY

Service Credits issued under this SLA are your sole and exclusive remedy for any failure by GetPublicIP to meet the Service Commitment. Nothing in this SLA limits any liability exclusions or caps set out in the Terms of Service.

In no event will GetPublicIP be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to this SLA or any Downtime, including but not limited to loss of revenue, loss of business, or loss of data.

Nothing in this section limits any right, guarantee, or remedy that applies to you under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other legislation where the relevant statute prevents exclusion, restriction, or modification. If you are a consumer under that legislation, the remedies it provides are available to you in addition to (and not in place of) the Service Credits provided in this SLA.

7. MODIFICATIONS

We may modify this SLA from time to time. We will provide at least thirty (30) days' notice of any material changes by email or via the customer dashboard. Continued use of the Service after the effective date of any change constitutes acceptance of the modified SLA.

Non-material changes (such as clarifications, typographical corrections, or updates to contact details) may be made without notice.

8. IP REPUTATION

Internet Protocol addresses are a shared and recycled resource. You acknowledge that:

1. any IP address assigned to you may have been used by prior users whose historical activity may have caused the address to be listed by third-party reputation services before it was assigned to you;
2. your own use of the Service may cause the assigned address to be listed by third-party reputation services or blocked by third parties;
3. third parties may, at their sole discretion, block, throttle, captcha-gate, rate-limit, or otherwise discriminate against traffic originating from GetPublicIP's IP ranges for reasons outside our control, and we have no ability to require those third parties to accept traffic;
4. we will use commercially reasonable efforts to pursue delisting of our IP ranges from major reputation services where the underlying cause has been remediated, but we do not warrant any delisting outcome, timeline, or success rate;
5. we may, at our discretion and on reasonable notice where feasible, rotate your assigned IP address to mitigate reputational or operational impact, and you agree that such rotation does not constitute a breach of this SLA or of our agreement with you; and
6. reputational events of the kind described in this section are not covered by the uptime commitment in section 2 and do not entitle you to Service Credits under section 3.

9. CONTACT

Questions about this SLA or Service Credit claims should be directed to:

This SLA is provided as a supplement to, and is incorporated by reference into, the GetPublicIP Terms of Service.