Service Level Agreement
Uptime targets, response times, and what happens when we miss them — for managed cloud services.
Last updated: May 10, 2026
This Service Level Agreement (SLA) governs the managed cloud services that EdgeServers provides to customers under a current Statement of Work or managed-services contract. It sets out availability targets, incident response times, service credits, and the responsibilities of each party. This SLA forms part of, and is subject to, our Terms of Service. Where a Statement of Work specifies different terms for a particular service, the Statement of Work prevails over this SLA.
Scope
This SLA applies to managed cloud services — including provisioning, patching, monitoring, backup, FinOps, and incident response — that we operate on infrastructure designated in your contract (AWS, Google Cloud, or Microsoft Azure). It does not apply to: development or consulting work delivered on a time-and-materials or fixed-price basis; third-party services we resell or integrate but do not operate (for example, your cloud provider, your DNS host, or external SaaS); software defects in code we did not write; or customer-managed environments where you retain administrative control. If you are unsure whether a given service falls under this SLA, ask your account contact.
Service availability target
We target 99.9% monthly uptime, measured at the service edge — the public endpoint nominated for monitoring — calculated per calendar month as (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month. Uptime is verified using external synthetic monitoring at a one-minute interval from at least two geographic locations. A check is considered failed only when both locations agree.
Exclusions from downtime
The following are not counted toward downtime in the uptime calculation: planned maintenance announced in accordance with the Planned maintenance section below; emergency maintenance that we determine in good faith is required to protect service integrity or security; outages caused by the customer or by code or configuration the customer or its agents pushed; outages caused by third-party services we do not operate, including cloud-provider regional failures; force-majeure events as defined under our Terms of Service; outages caused by misuse, denial-of-service attacks beyond commercially reasonable mitigations, or use outside agreed capacity limits; and any minute during which the service is suspended for non-payment.
Incident severity classification
When an incident is reported or detected, we classify it by severity:
- Severity 1 (Critical): the production service is entirely unavailable, or core functionality is broken for all users, with no available workaround.
- Severity 2 (High): a major feature is unavailable for a significant subset of users, or the service is materially degraded but partially functional.
- Severity 3 (Medium): a minor feature is broken or degraded, or the issue affects a small group of users with an available workaround.
- Severity 4 (Low): cosmetic issues, documentation requests, or general questions with no service impact.
Response and restoration targets
We respond to and restore incidents within the following targets, measured from the time the incident is opened in our ticketing system or detected by our monitoring:
- Severity 1: 15-minute response, 4-hour restoration target.
- Severity 2: 1-hour response, 8-hour restoration target.
- Severity 3: 4-business-hour response, next-business-day restoration target.
- Severity 4: 1-business-day response, best-effort restoration.
Restoration means returning the service to operating state; root-cause analysis and permanent fix may follow on a separate timeline.
Communication during incidents
For Severity 1 and Severity 2 incidents we provide updates to your nominated contact at least every 30 minutes until the service is restored, regardless of whether new information is available. We confirm restoration in writing once the service is verified back to normal, and we provide a written incident report within 5 business days covering timeline, root cause, immediate fix, and follow-up actions.
Service credits
If the monthly uptime falls below the 99.9% target, you may be eligible for a service credit calculated as a percentage of the monthly server-management fee for the affected service:
| Uptime range | Credit |
|---|---|
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 25% |
| Below 95.0% | 50% |
Credits do not apply to one-off project fees, infrastructure pass-through costs, or third-party SaaS.
How to claim
Submit a written claim to support@edgeservers.com.au within 30 days of the end of the affected month. Include the service name, the dates and times of the outages you are claiming for, and any incident-ticket references. We verify claims against our monitoring and incident records and apply approved credits to your next invoice.
Cap
Service credits are capped at 30% of the monthly server-management fee for the affected service in any single month. Service credits are your sole and exclusive remedy for our failure to meet availability targets, except where applicable consumer protection law requires otherwise.
Planned maintenance
We schedule planned maintenance — including patching, upgrades, and infrastructure changes — outside core business hours where possible. We give at least 5 business days' written notice for maintenance expected to cause more than 5 minutes of downtime, and 24 hours' notice for shorter windows. Standard maintenance windows are weeknights between 22:00 and 06:00 local time of the service region, and Saturday and Sunday between 06:00 and 18:00 local time.
Emergency maintenance
We may perform emergency maintenance with shorter notice — or, in rare cases, with notice given concurrently with the maintenance — when in our reasonable judgement it is required to protect service integrity, address a security vulnerability, or preserve data. We notify your nominated contact as soon as practicable and provide a written summary within 24 hours of completion.
Customer responsibilities
To meet the SLA targets we depend on you to: nominate a primary technical contact reachable for incidents; keep contact details current; respond promptly when we request information or access required to triage an incident; pay invoices on time so the service is not suspended; not deploy code, configuration, or workloads to managed environments without following the agreed change process; and refrain from activity that materially exceeds agreed capacity, performance, or fair-use limits.
Monthly reports
Within 5 business days after the end of each calendar month we provide a report covering measured uptime, summary of incidents (count by severity), maintenance windows used, and any service-credit calculation. The report is sent to your nominated contact by email.
Force majeure
Neither party is liable for delays or failures to meet SLA targets caused by force-majeure events as defined in our Terms of Service. Where such events occur, we work in good faith to restore service as quickly as practicable and communicate openly about expected restoration.
Termination for chronic failure
If the service falls below 95% measured uptime in three consecutive calendar months, you may terminate the affected service for cause on 30 days' written notice without further charge, provided the failures are not the result of customer-caused incidents, force majeure, or matters excluded under the Exclusions from downtime section above.
Changes to this SLA
We may update this SLA from time to time. Material changes — including changes to availability targets, severity definitions, or service credits — take effect 30 days after written notice to your nominated contact. Non-material changes take effect when published. The version that governs your service is the one in effect on the first day of each calendar month.
Contact and escalation
For incidents and SLA enquiries: support@edgeservers.com.au. For commercial escalation: contact your nominated account manager, or use the contact form at edgeservers.com.au/contact. For active emergencies: +61 8 621 621 21 (24×7). Postal: RemotIQ Pty Ltd, #203 Hampton Rd, Northampton WA 6535, Australia.