Service Level Agreement (SLA)

1. Uptime Guarantees

We guarantee the following levels of service availability:

• General Services: 99.5% uptime. This includes all servers where customer programs and applications run.
• Billing Panel: 98% uptime
• Game Management Panel: 98% uptime
• Australia Owned Hardware: 98% uptime

Uptime is calculated on a monthly basis and refers to the total time in a calendar month that the services are available, excluding the excluded events mentioned below.

2. Exclusions

The following events are excluded from our uptime guarantees and are not considered as downtime:

• Scheduled Maintenance: Planned maintenance periods during which we perform essential updates and maintenance tasks. These periods are announced in advance and scheduled during low-traffic times to minimize impact.
• Emergency Maintenance: Unplanned maintenance required to address security vulnerabilities, threats, or other critical issues that cannot be postponed. We will endeavor to notify you as soon as possible in such cases.
• Internet Service Provider (ISP) Failures: Issues caused by ISP failures or delays that are outside our control. This includes disruptions in the broader internet infrastructure affecting connectivity to our services.
• Network or Device Outages: Failures or outages in third-party networks or devices that impact our services. This includes disruptions at data centers, network providers, or other external factors.
• Force Majeure Events: Natural disasters, weather events, or other extraordinary circumstances beyond our control, such as earthquakes, floods, hurricanes, or fires.
• User Actions or Inactions: Downtime caused by actions or inactions by you or any third party acting on your behalf. This includes configuration errors, misuse of services, or violations of our terms of service.
• Non-compliance with Policies: Downtime resulting from your failure to adhere to required configurations, use supported platforms, or follow our acceptable use policies.
• Security Threats: Emergency actions taken to protect the security and integrity of our services due to viruses, malware, denial of service attacks, or other forms of malicious activity.

We will make reasonable efforts to notify you of scheduled and emergency maintenance events in advance through email or notifications on our website.

3. Service Credits

If we fail to meet the uptime guarantees specified in this SLA, you may be eligible for a service credit. Service credits are calculated as a percentage of the monthly fees for the affected service, as follows:

3.1 General Services (99.5% uptime guarantee)

• 99.0% to 99.4% uptime: 10% credit
• 98.0% to 98.9% uptime: 20% credit
• 95.0% to 97.9% uptime: 30% credit
• Below 95.0% uptime: 50% credit

3.2 Billing Panel, Game Management Panel, and Australia Owned Hardware (98% uptime guarantee)

• 97.0% to 97.9% uptime: 10% credit
• 96.0% to 96.9% uptime: 20% credit
• 95.0% to 95.9% uptime: 30% credit
• Below 95.0% uptime: 50% credit

To request a service credit, you must contact our support team within 30 days of the end of the month in which the downtime occurred. All requests must include the dates and times of the downtime, and we will review the request against our monitoring data. Service credits are not redeemable for cash and cannot exceed the total amount paid by you for the service in the month the downtime occurred.

4. Maintenance

Scheduled maintenance will be performed during low-traffic times to minimize the impact on our customers. We will provide at least 24 hours' notice for scheduled maintenance. Emergency maintenance may be conducted without prior notice to ensure the security and integrity of our services.

5. Monitoring and Reporting

We continuously monitor the availability and performance of our services using industry-standard monitoring tools. Downtime is recorded when our monitoring tools detect that a service is unavailable. Our support team is available 24/7 to address any issues and provide updates on service status.

6. General Terms

This SLA is part of your agreement with Kiwi Hosting and is subject to all the terms and conditions stated in our Terms of Service. We reserve the right to change the terms of this SLA at any time, and any changes will be communicated to you through our website or via email. Your continued use of our services following any changes indicates your acceptance of the new terms.

This SLA and your use of our services are governed by the laws of Australia. Any disputes arising out of or related to this SLA will be resolved in the courts of Australia.