Service Level Agreement (SLA)

Availability Targets

Bronze — Best effort
Silver — 99% uptime
Gold — 99.5% uptime

Service Credits

Gold:
< 99% monthly uptime — 10% credit
< 95% monthly uptime — 25% credit

Silver:
< 95% monthly uptime — 10% credit
< 90% monthly uptime — 25% credit

Bronze:
No SLA credits

Service credits apply to the next billing cycle.

Exclusions

Downtime caused by the following is excluded: • scheduled maintenance • customer misuse • hardware failures • network connectivity issues • force majeure events

Requesting Service Credits

To claim a service credit, contact support@astrohub.io within 15 days of the downtime event.