Service Level Agreement

This Service Level Agreement ("SLA") describes the availability target for Fluxus Cloud VPS hosting and the service credits available if we miss it. It forms part of our Terms of Service. Consulting and managed services have their own service levels, set out in the relevant Order.

This SLA is a generic, non-binding draft. Figures and terms will be confirmed before it applies to any customer.

We aim for 99.9% monthly availability for each VPS. A VPS is considered available when it is powered on and reachable over the network from outside our infrastructure.

Monthly availability is calculated as: (total minutes in the month − minutes of unavailability) ÷ total minutes in the month × 100.

If availability for a VPS falls below the target in a calendar month, you may request a credit against the monthly fee for that VPS:

Credits are applied to future invoices, are not paid as cash, and in total cannot exceed the monthly fee for the affected VPS.

Unavailability does not count towards the calculation when it is caused by:

• scheduled maintenance announced at least 48 hours in advance;
• emergency maintenance to fix critical security vulnerabilities;
• your actions, software, configuration or failure to follow our guidance;
• suspension under our Terms of Service or Acceptable Use Policy;
• attacks or traffic beyond the protection included in your plan;
• events outside our reasonable control, such as upstream network or power failures, natural disasters or acts of government.

Email [email protected] within 30 days of the end of the affected month, with your account details, the affected VPS and the dates and times of unavailability. We will confirm eligibility using our monitoring records.

Every VPS is monitored around the clock. Priority 24/7 support is included with Business and Enterprise plans. Support response targets will be published before this SLA takes effect.