In plain words
- We target 99.9% monthly availability for our network.
- If we miss it, you get a credit of up to 50% of that month's fee for each affected server.
- Hardware replacement and ticket response times are targets we work to, not credit-backed guarantees.
- Claim credits by ticket in the month after the incident.
A convenience summary, not part of the document.
What this covers
#This Service Level Agreement ("SLA") covers the availability of the AIXS_CLOUD network: the path between the internet and your server's network port, including our routers, switches and upstream connectivity.
It does not cover your operating system or applications. Hardware faults in an individual server are handled under the replacement target below.
Availability commitment
#Monthly network availability target: 99.9%. Availability is the share of minutes in a calendar month during which our network could carry traffic to your server's port, as measured by our monitoring.
99.9% or higher
- Downtime in a 30-day month
- up to 43 min
- Credit
- No credit
99.5% to below 99.9%
- Downtime in a 30-day month
- 43 min to 3.6 h
- Credit
- 10% of monthly fee
99% to below 99.5%
- Downtime in a 30-day month
- 3.6 h to 7.2 h
- Credit
- 25% of monthly fee
Below 99%
- Downtime in a 30-day month
- over 7.2 h
- Credit
- 50% of monthly fee
Service credits
#If availability falls below the target, you receive the credit shown above as a percentage of that month's recurring fee for each affected server. Credits are capped at 50% of the monthly fee and are applied to your next invoice.
- Availability
- 99.75%
- Credit
- 10% of monthly fee
Illustration of the table above for a 30-day month. Actual credits are calculated from our monitoring.
How to claim
#- Open a ticket in the client area during the calendar month after the incident.
- Name the affected server and the start and end of the outage, with time zone.
- We check the claim against our monitoring and answer in the ticket. Approved credits appear on your next invoice.
Exclusions
#Downtime does not count against availability when it is caused by:
- planned maintenance announced in advance;
- null-routing of an address under an attack larger than the included protection (see DDoS protection);
- suspension under the Terms or the AUP;
- your own configuration, software or actions on the server;
- problems outside our network, such as your provider or a remote network;
- events beyond reasonable control, such as natural disasters or grid failures that outlast the facility's backup power.
Operational targets
#We also work to the targets below. They are not backed by credits.
- Hardware replacement: within 4 hours of diagnosing a failed part.
- Ticket first response: within 30 minutes.
- In-stock delivery: within 2 hours of payment.
- Support hours: 24/7 tickets.
Status and incidents
#Live status and incident history are published at status.aixscloud.com (opens in a new tab).
Questions about this document? Email hello@aixscloud.com.