Service Level Agreement (SLA)

1. Uptime Commitment

AeCloud commits to a 99.99% monthly uptime percentage for all hosting, VPS and dedicated server plans, measured on a rolling monthly basis.

2. Service Credits

If we fail to meet the uptime commitment in a given month, you are eligible for the following service credits applied to your next invoice:

• 99.00% – 99.99%: 10% credit of the monthly fee
• 95.00% – 98.99%: 25% credit of the monthly fee
• Below 95.00%: 100% credit of the monthly fee

3. Exclusions

Uptime does not include downtime caused by: scheduled maintenance (with 48h notice), your own configuration or applications, network issues outside our control, or force majeure events.

4. How to Claim

Submit a support ticket within 30 days of the incident with your account ID and the affected time window. We will verify and apply the credit within 5 business days.

5. Status Page

Real-time service status is published at status.aecloud.today. Scheduled maintenance is announced at least 48 hours in advance.