99.9% availability commitment
Eligible hosted services are covered by a 99.9% monthly availability commitment. Availability is measured at the service or network layer appropriate to the product.
What is excluded
Scheduled maintenance, emergency maintenance, customer-caused outages, customer software or configuration issues, force majeure, and events outside Arvexa’s reasonable control may be excluded from SLA calculations.
DDoS protection
DDoS protection is included, but no mitigation system can guarantee that every attack will be absorbed without impact. Mitigation design and capacity vary by platform, region and attack characteristics.
Incident communication
Material service incidents and maintenance information are published through the status page or client area when practical.
SLA review
If you believe an eligible service fell below the 99.9% commitment, contact support with the affected service and approximate incident times. Any service credit or other remedy is determined under the applicable product/order terms; no automatic credit schedule is implied unless published for that product.