Service Level Agreement
Uptime targets, response and restoration times by severity, service credits, and maintenance windows for our managed hosting and server management engagements.
Uptime commitment
For managed hosting and server management engagements, we target 99.9% monthly uptime, measured at the service edge using synthetic monitoring from at least two geographic locations. Downtime is calculated monthly as a percentage of total minutes unavailable.
Response and restoration times
We use four severity tiers: Critical (Severity 1) — 30-minute response, 4-hour restoration target; High (Severity 2) — 1-hour response, 8-hour restoration target; Medium (Severity 3) — 4 business-hour response, next-business-day restoration; Low (Severity 4) — 1 business-day response, best-effort restoration.
Service credits
If monthly uptime falls below target, clients receive a credit against their monthly server-management fee: 10% for 99.0–99.89% uptime, 25% for 95.0–98.99% uptime, and 50% for uptime below 95.0%. Credits are capped at 30% of the monthly fee and are the sole remedy for downtime.
Maintenance windows
Planned maintenance is scheduled outside core business hours where possible. We give 5 business days' notice for outages expected to exceed 5 minutes, or 24 hours' notice for shorter windows. Standard windows are weeknights 22:00–06:00 and weekends 06:00–18:00, local service time.
Exclusions
This SLA doesn't cover downtime caused by planned maintenance, emergency security fixes, incidents caused by the client, third-party service failures, force majeure events, denial-of-service attacks, or suspension for non-payment.
Questions about this policy? Contact kris@edgeservers.com.au.
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