Service Level Agreement

AOIT Networks Ltd, trading as AOIT Cloud Hosting. Version 1.0, last updated 26 August 2026.

This Service Level Agreement (“SLA”) forms part of our Terms and Conditions and applies to the following services only: Virtual Private Servers (VPS), Managed Cloud Hosting (AOITcloud Servers) and Managed AWS Hosting, including the application-optimised variants of Managed Cloud Hosting (together, “Covered Services”). It does not apply to shared hosting products (Web Hosting, Windows Hosting, WordPress Hosting), for which no specific uptime percentage is guaranteed, although we use reasonable endeavours to keep downtime to a minimum on every product we offer.

1. Uptime guarantee

1.1. We guarantee 99.99% availability for Covered Services in each calendar month.

1.2. A Covered Service is considered unavailable only during periods when the server and/or its network connectivity is completely inaccessible or so severely degraded as to be unusable. Partial degradation that leaves the service usable does not count as unavailability.

2. Exclusions

The guarantee does not apply to unavailability caused by or during:

2.1. planned maintenance we have notified in advance, upgrades, or emergency maintenance windows;

2.2. anything you do or run on the service, including custom code, third-party software, misconfiguration, resource exhaustion within your plan’s limits, or any breach of our Terms and Conditions or Acceptable Use Policy;

2.3. denial of service attacks or other unlawful attacks against your service (we deploy substantial DDoS protection, but no protection is absolute);

2.4. suspension of your service in accordance with our Terms and Conditions or Acceptable Use Policy;

2.5. events outside our reasonable control, as described in the Terms and Conditions;

2.6. periods you report as downtime where no fault is confirmed by our monitoring or investigation. On request we will share the relevant monitoring records for the period you reported.

3. Hardware failure

3.1. If a hardware fault affecting your Covered Service cannot be repaired, we will provision replacement equipment within 4 hours of the fault being diagnosed. Diagnosis begins as soon as we become aware of a suspected hardware fault, and we will keep you updated in the ticket.

4. Service credits

4.1. If availability of a Covered Service falls below 99.99% in a calendar month, you are entitled to a service credit of 12 hours of service for each hour or part hour by which downtime exceeded the 99.99% allowance, with a minimum credit of 12 hours of service for any month in which the guarantee is missed, up to a maximum credit in any month of 50% of that month’s fee for the affected service.

4.2. Credits are applied to your account against future invoices for the affected service. Credits have no cash value, are not transferable, and are your sole and exclusive remedy for a failure to meet the uptime guarantee, except for any rights you have by law which cannot be excluded (and, if you are a consumer, your statutory rights, which this SLA does not affect).

5. How to claim

5.1. To claim a service credit, raise a support ticket from your account within 30 days of the end of the calendar month in which the incident occurred, identifying the affected service and the period of unavailability. We will verify the claim against our monitoring records and apply any credit due to your account, confirming the outcome in the ticket.

5.2. Credits are only available where the invoice for the affected service for the month in question has been paid. An unrelated overdue balance does not remove a credit you have earned, but we may apply the credit after the balance is settled.