Last updated: 16 December 2025
1. Scope
This Service Level Agreement (“SLA”) describes the service availability targets and support response
objectives for services provided by AussieWave Hosting PTY LTD (“AussieWave”).
This SLA forms part of, and is subject to, our Terms of Service.
2. Service Availability
We aim to provide a monthly uptime of:
• 99.9% for VPS and infrastructure services
• Best-effort availability for shared hosting and email services
Uptime is measured at the network and infrastructure level and does not include application-level issues.
3. Exclusions
The following are excluded from uptime calculations:
• Planned maintenance
• Emergency maintenance
• DDoS attacks or mitigation events
• Failures of third-party providers or upstream networks
• Customer misconfiguration or software faults
• Abuse-related suspensions
4. Maintenance
Planned maintenance may be required from time to time to ensure platform stability and security.
Where practical, advance notice will be provided via the client area or email.
5. Support Response Targets
Support is provided via the client portal and email.
Response targets (not resolution guarantees) are:
• Critical outages: within 4 business hours
• Service degradation: within 8 business hours
• General enquiries: within 1 business day
6. Service Credits
If a qualifying outage occurs and is attributable solely to AussieWave,
you may request a service credit equal to a portion of the affected month’s service fee.
Credits are:
• applied to future invoices only
• not redeemable for cash
• capped at 100% of the monthly service fee
7. Claim Process
SLA credit requests must be submitted within 7 days of the incident via the client area.
Claims must include relevant service identifiers and timestamps.
8. Limitations
This SLA does not apply to beta services, promotional services, or free services.
This SLA is your sole and exclusive remedy for service availability issues.
9. Changes
We may update this SLA from time to time.
The latest version will be published on our website and will apply prospectively.
10. Contact
AussieWave Hosting PTY LTD
Email: support@aussiewave.au