Service Level Agreement

01What this covers

This Service Level Agreement applies to hosting services and to Azoria Leads. It forms part of our Terms of Service. It does not apply to domain registration, which depends on registry systems outside our control, or to project work.

AI agent services are covered for the availability of the agent runtime we operate. They are not covered for the availability of third-party model providers, which we do not run and cannot commit to on their behalf.

02Our uptime commitment

We target 99.9% availability per calendar month for the services covered above. Across a 30-day month that allows roughly 43 minutes of unplanned downtime.

A service is treated as unavailable when it does not respond to a valid request from the public internet because of a fault on our side, measured from our monitoring. Slowness is not unavailability unless the service is unusable in practice.

03What does not count as downtime

Scheduled maintenance we have notified you about at least 48 hours in advance. We schedule it outside business hours where we can and keep it as short as we can.

Emergency maintenance needed to close a security vulnerability. We would rather patch immediately and tell you afterwards than leave a known hole open to preserve a number on a page.

Faults caused by your own content, code, plugins, or configuration; by exceeding your plan's resources; or by a service suspended under our Payment Terms or Acceptable Use Policy.

Failures of things we do not operate: upstream network providers, registries, third-party APIs an integration depends on, model providers behind AI agents, or your own connection.

Events genuinely outside our control – natural disaster, major carrier outage, attacks that saturate upstream capacity – though we will still tell you what is happening and what we are doing.

04Service credits

If we miss the commitment in a calendar month, you can claim a credit against the monthly fee for the affected service: 10% where availability falls below 99.9%, 25% below 99%, and 50% below 95%.

Credits are applied to your next invoice. They are the remedy this agreement provides for missed availability, and they are capped at the monthly fee for the affected service in the month concerned. Nothing here limits your rights under the Australian Consumer Law, which apply regardless.

To claim, email [email protected] within 30 days of the end of the affected month, telling us the service and roughly when you saw the problem. We do not require you to prove the outage – we hold the monitoring, and we will check it.

05Backups and recovery

We take daily backups of hosted services as a service-recovery measure and retain them on a rolling basis. They exist so we can restore a service after a failure on our side.

They are not an archive and not a substitute for your own copies. We do not guarantee that a backup contains a particular file or a particular version at a particular moment. If you need a defined backup and restore arrangement with a stated recovery point, ask us and we will quote one.

06Telling you what is going on

During an incident affecting multiple clients we will keep you informed rather than leaving you to guess, and we will tell you what happened afterwards without waiting to be asked.

Where an incident affected your service materially, you will get a plain explanation of the cause and what we changed so it does not recur.

07Changes

We may update this agreement. Where a change reduces the commitment or the credits, we will notify active clients before it takes effect, and the current version will always be published on this page.