Service Level Agreement

Ayuni Host targets 99.99% monthly availability for network and infrastructure serving your hosting service, measured across a calendar month.

Availability is measured from our monitoring nodes in multiple regions. A service is considered unavailable when it fails to respond to valid requests from a majority of nodes for more than one minute.

If monthly availability falls below the commitment, you may claim a credit against the affected service: 10% of the monthly fee for availability below 99.99%, 25% below 99.9%, and 50% below 99%.

Credits are applied to your account balance and used against future invoices. They are not paid as cash refunds, and the total credit in any month will not exceed that month's fee for the affected service.

Open a ticket from the client area within 30 days of the incident, including the affected service, the dates and times, and any monitoring data you hold.

We verify claims against our own monitoring records and apply approved credits to your account within one billing cycle.

The commitment does not cover downtime caused by scheduled maintenance announced in advance, factors outside our reasonable control, your own application code, plugins or configuration, exhaustion of the resources included in your plan, suspension for non-payment or policy breach, or third-party services you connect to your site.

Maintenance that may interrupt service is announced in advance through the client area and status notifications, and scheduled in low-traffic windows wherever possible. Emergency security maintenance may be carried out immediately and is reported afterwards.

Support is staffed 24 hours a day. We aim to respond to urgent tickets that affect a live site within 15 minutes, and to general tickets within two hours. These targets are commitments of effort, not credits under this agreement.