AeroWave Hosting guarantees 99.9% network availability per calendar month for our Virtual private Server (VPS) services, subject to the exclusions listed below:

Exclusions #

The SLA does not apply to periods of service loss or degradation caused by:

• Upgrades, scheduled maintenance, or emergency maintenance windows.
  
• Situations where your VPS or hosted website is affecting the overall performance or stability of our network.
  
• Actions by you or third parties under your control, including custom code, third-party software, breaches of our Terms and Conditions, or wilful misconduct.
  
• Periods reported by you where no fault is observed or confirmed by AeroWave Hosting
  
• Performance degradation or service disruption due to Denial of Service (DoS) attacks or other unlawful attacks
  
  

Definition of Network Unavailability #

Network service is considered unavailable only when the VPS and/or connectivity is completely inaccessible or severely degraded, preventing normal use.

Hardware Replacement Guarantee #

In the rare event of VPS hardware failure that cannot be repaired, AeroWave Hosting guarantees that replacement hardware will be available within four hours of the problem being diagnosed.

Account Credits #

If network availability falls below the 99.99% guarantee in any calendar month, your account will be credited with half a day (12 hours) of account credit for each hour the VPS was unavailable, up to a maximum of 50% of your monthly VPS fee.

To claim a credit, please submit a ticket to our support team within 7 working days of the incident.