Service Level Agreement

Yurnichost aims to keep your services highly available. This Service Level Agreement explains the uptime we target and the account credits available to you when we fall short of it. It sits alongside our Terms & Conditions.

1. Scope

This SLA applies to shared web hosting services (Starter Spark, Growth Gear, Pro Power and Ultimate Edge). It does not cover domain registrations or other third-party products, which are governed by their providers.

2. Uptime target

We target 99.99% monthly uptime, measured as the percentage of minutes in a calendar month during which the service is available.

3. Service credits

If our monthly uptime falls below the target, you may claim account credit against the affected service's monthly fee for that month. Credits are tiered by how far we fall short:

• 99.0% up to 99.99% — 10% credit
• 95.0% up to 98.99% — 25% credit
• 90.0% up to 94.99% — 50% credit
• Below 90.0% — 100% credit

4. How to claim

Open a ticket from your client area within 30 days of the end of the affected month, including the dates and times you experienced downtime. We will verify the outage against our own monitoring and apply any approved credit to your account.

5. Exclusions

This SLA does not apply to unavailability caused by:

• Scheduled maintenance announced at least 24 hours in advance
• Events outside our reasonable control, such as force majeure or upstream network or datacentre outages
• Your own configuration, code or third-party software
• Suspension of your service for non-payment or a breach of our Terms & Conditions

6. Remedies

Service credits are the sole remedy available under this SLA. Nothing in this SLA limits or excludes any right or remedy you have under the Australian Consumer Law.