Service level agreement
Last updated 10 September 2026
This agreement applies to every AIHostBox instance on an active, paid plan.
1. Availability commitment
We target 99.9% monthly availability for the network and infrastructure serving your instance. Availability is measured as the percentage of minutes in a calendar month during which your instance is reachable from our monitoring, excluding the exclusions below.
2. Service credits
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.89% | 10% of the monthly fee |
| 95.0% – 98.99% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credits are applied to your account balance against future invoices, are the sole remedy for missed availability, and must be requested within thirty days of the affected month.
3. Exclusions
- Scheduled maintenance announced at least 48 hours in advance, capped at four hours a month and scheduled outside peak periods where possible.
- Emergency security patching. When a critical advisory requires an immediate restart we do it and tell you afterwards — that is the service working, not failing.
- Downtime caused by your own configuration, your application-level changes, or resource exhaustion within your plan.
- Failures of third-party model providers or other external services you configured.
- Force majeure, and denial-of-service attacks beyond the mitigation available to us.
4. Support response targets
| Severity | First response |
|---|---|
| Instance down | Within 1 hour, 24/7 |
| Degraded or partially broken | Within 4 hours |
| General question | Within 1 business day |
5. Patching commitments
Critical security advisories are patched within 24 hours of a fixed upstream release being available; high severity within 72 hours. Details are on the security page.
6. Backups
Nightly off-box encrypted backups with a rolling retention window. Restore requests are handled as a severity-two support request. Backups are for operational recovery, not archival storage.
7. Claiming a credit
Email [email protected] with your instance and the dates affected. We check it against our own monitoring and apply the credit if the month qualifies.