1. 99.9% Network Uptime Commitment

Asushost is proud of our elite enterprise server infrastructure. We guarantee that our network and servers will maintain a minimum of 99.9% uptime in any given calendar month.

This uptime calculation refers specifically to server availability and network connectivity within our core data centers.

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2. SLA Compensation Credits

In the highly unlikely event that our monthly uptime drops below our guaranteed 99.9% commitment, clients are eligible to request service credit compensation based on the scale below:

Note: SLA credits are calculated based on the net monthly subscription cost of the affected hosting plan and are applied directly to your client billing balance for future renewals. Credits are non-transferable and cannot be converted to cash or bank refunds.

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3. Active Exclusions to Uptime Guarantee

While we always strive for perfection, certain events lie outside the operational control of Asushost. Downtime caused by the following factors will not qualify for SLA compensation credits:

• Scheduled Maintenance: Routine updates, hardware upgrades, kernel patches, and operating system updates where notification is provided at least 24 hours in advance.
• Client Actions: Configuration errors caused by the client, application code loops, failed third-party script integrations, or local network issues.
• Resource Suspensions: Service throttling or accounts suspended due to resource abuse, unpaid invoices, or AUP violations.
• DDoS Attacks: Outages resulting from distributed denial-of-service spikes targeting your system or overall upstream channels.
• Force Majeure: Major acts of God, global fiber optic undersea cable cuts, governmental shutdowns, wars, or acts of terrorism.

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4. SLA Claim Procedure

To file a valid SLA credit claim, you must adhere to the following procedure:

1. Your account must be in good standing, with zero overdue invoices or open abuse cases.
2. You must open a billing ticket with the subject "SLA Credit Request" within seven (7) business days of the end of the month in which the downtime occurred.
3. You must provide independent monitoring logs (e.g., UptimeRobot, Pingdom) or your support ticket history showing the duration of the server outage.