Service levels

In force from 8 October 2026 · TGF Digital Ltd, United Kingdom

This is what we commit to, measured the way we say we measure it. It is short because the product is built so that a bad day on our side is a quiet day on yours: your original images stay on your own hosting, and the failure mode of this service is that your site serves the images it served before us.

The short version. Delivery from the edge: 99.9% a month. Console, API and conversion: 99.5% a month. A reply within one working day. If we miss the first two, you get a credit on request.

What is covered, and the target for each

Service	Target, per calendar month	What it means
Edge delivery	99.9%	Your converted images, and on Dive your cached pages, are served from the CDN on your own hostname. Runs on Bunny.net’s network, not on a server of ours.
Console, API, conversion, monitoring and reports	99.5%	The things that run on our own server. If they are down, nothing you already have stops working; you simply cannot change anything, and new uploads keep their original until conversion resumes.

How availability is measured

By probes from outside our own network, every five minutes, against the public endpoints. A month’s figure is the share of checks that passed. We publish nothing we have not measured: the measurements and the monitor that takes them are ours and you can ask to see the month’s record.

What does not count

Time your own hosting, your DNS or your own site was down. A site whose origin is down is not made worse by us.
Maintenance we told you about at least 24 hours ahead, capped at four hours a month.
Something you did: removing the CNAME, turning delivery off, a plugin or firewall that blocks our requests.
Events outside any provider’s reasonable control. Outages at the providers we chose do count. If our CDN or host fails, that is on us and not an exclusion.

If we miss it

Ask within 30 days of the month ending. If a service you pay for fell below its target, you get a credit against your next invoice for that service:

below target: 10% of that month’s fee;
below 99%: 25% of that month’s fee.

On annual plans the month’s fee is one twelfth. Credits are the remedy for availability; they are not cash and they do not limit anything in the terms that cannot lawfully be limited.

Support

Email support@peregrinecdn.com. We aim to reply within one working day (UK time, Monday to Friday, not bank holidays).
If your site looks broken, say so in the subject line. Those are looked at the same working day.
The fastest first step is always the same, and it is yours to take: deactivate the plugin. Your site returns to exactly what it was before, and nothing we hold is needed for that.

Your data and recovery

Backups: our database and configuration are backed up every night to a second location we do not host, encrypted, and restored into a test database every week to prove they can be.
Recovery: if our server were lost entirely, we aim to have the console and API back within one working day, losing at most the last day’s changes. This is a target, not a guarantee: the full rebuild has been written down and its parts tested, but not yet performed end to end on a fresh machine, and we would rather say so.
Your images: never held only by us. Originals stay on your hosting, so there is no recovery of yours to wait for.

Telling you

If something is wrong that affects you we will email the account owner, and you can see the state of the service at any time on the public status page for our own account. We do not wait for you to notice.

Changes

We may improve these targets at any time. We will not lower them without 30 days’ notice by email, and a change never applies to a month that has already begun.

These service levels have not been reviewed by a solicitor. If you are putting a large portfolio on the service and need reviewed terms first, say so and we will get them reviewed.