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Service Level Agreement

Last updated: July 13, 2025

1. Service Guarantee

Aetherium guarantees a 99.95% across all core infrastructure systems.

2. Definitions

  • Uptime: 100% minus minutes affected by downtime.
  • Downtime: Any 1-minute or longer period where a service is unreachable.
  • Unavailable: When no connections to the service are successful.

3. Service Credits

Monthly UptimeCredit Amount
≥ 99.0% and < 99.95%10% of monthly fee
≥ 95.0% and < 99.0%25% of monthly fee
< 95.0%100% of monthly fee

4. Support Response Time

SeverityExpected ResponseIssue Type
Critical< 1 hourService fully offline
High< 2 hoursMajor degradation
Normal< 24 hoursGeneral help or questions

5. SLA Limitations

This SLA does not cover downtime caused by:

  • · Policy violations or service abuse
  • · Client-side misconfigurations
  • · External events (e.g. upstream issues, ISP outages)
  • · Scheduled or emergency maintenance
  • · Attacks (e.g. DDoS) targeting your service

6. Requesting Credits

  1. Submit a ticket within 30 days of the downtime.
  2. Include dates and approximate times of the disruption.
  3. Attach relevant logs or screenshots if possible.

All credits are applied as account balance for future invoices and are not refunded in cash.

7. Contact

Reach out via email or on our Discord for SLA or outage-related inquiries.

By using Aetherium, you agree to the conditions outlined in this SLA.