Service Level Agreement

Network Uptime Guarantee

ASPnix guarantees 100% network uptime for all hosting services. Network uptime is defined as the availability of our network infrastructure, including routers, switches, and upstream connectivity.

Service Credits

If we fail to meet our uptime guarantee, you are eligible for service credits based on the duration of the outage:

• Less than 1 hour: 5% monthly credit
• 1-4 hours: 10% monthly credit
• 4-8 hours: 25% monthly credit
• 8-24 hours: 50% monthly credit
• More than 24 hours: 100% monthly credit

Hardware Replacement

In the event of a hardware failure, ASPnix will replace the failed component within 4 hours. If the server cannot be repaired within this timeframe, we will migrate your services to a replacement server.

Exclusions

This SLA does not apply to:

• Scheduled maintenance (announced at least 24 hours in advance)
• Issues caused by customer actions or third-party software
• Force majeure events (natural disasters, acts of war, etc.)
• DNS propagation delays
• DDoS attacks that exceed our mitigation capacity

Requesting Credits

To request a service credit, open a support ticket within 7 days of the incident. Include the date, time, and duration of the outage. Credits will be applied to your next billing cycle.

Contact

For SLA-related inquiries, contact support@aspnix.com.