Service Level Agreement (SLA)

Our 99.9% uptime commitment, the service credits if we miss it, and the fine print — in plain language.

This Service Level Agreement ("SLA") describes the uptime commitment for eligible AuroxHost services and the service credits available if we fall short. It forms part of our Terms of Service.

Uptime commitment

We commit to 99.9% network and power availability per calendar month for eligible hosting, VPS, and dedicated services, measured at our network edge and excluding the scheduled maintenance and exclusions below.

Service credits

If monthly availability drops below our commitment, you may request a service credit against your next invoice:

99.9% – 99.0%: 10% credit of the affected service’s monthly fee.
99.0% – 98.0%: 25% credit.
98.0% – 95.0%: 50% credit.
Below 95.0%: 100% credit of the affected service’s monthly fee.

Credits are the sole and exclusive remedy for downtime, cap at 100% of the affected service’s monthly fee, and must be requested within 30 days of the incident by emailing support@auroxhost.com.

Exclusions

The commitment does not apply to downtime caused by: scheduled maintenance (announced at least 24 hours in advance); factors outside our reasonable control (force majeure, upstream network failures, DDoS beyond mitigated capacity); your own applications, code, or misconfiguration; suspension for AUP or billing reasons; or free/trial services.

Maintenance

We schedule maintenance during low-traffic windows and announce it in advance via the client portal and status page whenever possible. Emergency maintenance to protect security or stability may occur with shorter notice.

Monitoring

We monitor all regions 24/7. You can view a status summary on our status page and get authoritative incident updates in the client portal.