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1. Scope#
This product SLA supplements the framework SLA and applies exclusively to Services for which this SLA is expressly stated as included in the Service description or the Order, or which the Client has expressly purchased as an add-on. All other Services are not covered by this SLA and remain governed by the framework SLA (best-effort). This SLA never applies to free, trial, promotional or beta Services.
2. Guaranteed availability#
Auronys guarantees a monthly Service availability of 99.95%.
Availability is measured per calendar month as the proportion of time the Service was available at network level (hypervisor/node response and network reachability of the assigned IP address from Auronys monitoring), relative to total monthly time after deducting the exclusions in sec. 3 of the framework SLA (scheduled and emergency maintenance, Client-caused outages, force majeure, events outside the guaranteed Service boundary and the other exclusions listed there).
The Auronys monitoring system is the authoritative measurement source. The Client may attach their own measurements to a claim; Auronys will take them into reasonable account.
3. Service credits#
If guaranteed availability is not met in a calendar month, the Client is entitled, upon request, to a service credit against the monthly fee of the affected Service:
| Actual monthly availability | Credit |
|---|---|
| 99.0% to < 99.95% | 10% |
| 95.0% to < 99.0% | 25% |
| < 95.0% | 50% |
Credits are applied to the next billing period of the affected Service. Total credits for one month will not exceed 100% of the affected Service's monthly fee. The service credit is the sole contractual remedy for missed guaranteed availability beyond the Client's mandatory statutory rights; mandatory consumer rights and statutory defect remedies remain unaffected and are not excluded.
4. Claiming#
Credit claims must be submitted via the support system or to support@auronys.com within 30 days of the end of the month concerned, identifying the affected Service and the outage window.
5. Support response times#
Target first response: within 24 hours for standard requests, prioritised for Service outages. Response times are targets, not guarantees, unless an Order states otherwise.
Provider: Ján Danko - BitsLab.io, trading under the brand Auronys.com • IČO 56018991