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1. Purpose#
This Service Level Agreement ("SLA") describes the service-level framework for Auronys Services. A specific product page, Order or separate SLA may provide additional or different guarantees for a particular Service.
2. Availability commitment#
Unless an Order or Service description expressly states a guaranteed availability percentage, Auronys provides the Service on a best-effort basis and no specific monthly uptime percentage is guaranteed.
For Services where this is expressly stated in the Service description or the Order, or where it has been purchased as an add-on, the Product SLA with a guaranteed availability of 99.95% and service credits applies. All other Services remain best-effort under this framework SLA.
Where a Service-specific SLA states a guaranteed availability percentage, that percentage, the measurement method and any service credits stated in that SLA apply to that Service.
3. Exclusions from availability measurement#
Unless the applicable SLA expressly states otherwise, availability measurements exclude Scheduled Maintenance, Emergency Maintenance reasonably required for security or infrastructure protection, Client-caused outages, configuration errors inside self-managed Services, suspension permitted under the contract, failures of third-party systems outside Auronys's reasonable control, force majeure and traffic or network events outside the committed Service boundary.
DDoS mitigation performance is governed by the applicable product description. Unless expressly guaranteed, mitigation is best-effort.
4. Maintenance#
Scheduled Maintenance will be announced in advance where reasonably practicable.
Emergency Maintenance may occur without advance notice where reasonably necessary to address security, availability or operational threats.
5. Support#
Official support is available through the support ticket system and support@auronys.com.
Support response targets, if any, are service-specific and are valid only where expressly stated in the applicable Service description or Order.
Standard support does not include application development, third-party software debugging, custom programming, extensive migrations or system administration outside the purchased scope unless included in the Service.
6. Service credits and remedies#
Service credits are available only where expressly stated in the applicable Service-specific SLA or Order. No credit is created merely by this framework document.
Statutory consumer remedies, contractual remedies and rights arising from non-conformity are not excluded by this SLA.
7. Claims#
Where a service-specific SLA provides credits, the Client must submit a claim through the support system or to support@auronys.com within the period stated in that SLA, with sufficient information to identify the incident.
Nothing in this SLA requires a Consumer to waive a statutory remedy.
8. Effective date#
Effective date: 21 August 2026
Provider: Ján Danko - BitsLab.io, trading under the brand Auronys.com • IČO 56018991