InfraHost
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Service Level Agreement (SLA)
Guaranteeing high availability, FortiGate® protected infrastructure, and clear credit remedies for eligible service interruptions.
Infrastructure Availability Commitment
Effective Date: January 1, 2026 • InfraHost Australia (ABN: 67 545 081 521)
1. 99.9% Uptime Guarantee Target
InfraHost guarantees a minimum 99.9% network and compute infrastructure uptime across all active Discord bot containers, web hosting nodes, and co-located hardware during any given calendar month. Availability is measured continuously by our automated telemetry endpoints (network.infrahost.com.au).
2. Service Credit Remedy Scale
In the event that InfraHost fails to meet its 99.9% uptime target in a calendar month due to an unscheduled network or node failure, affected active account holders are eligible to claim a Service Credit calculated against their monthly base plan recurring fee:
| Monthly Uptime Percentage | Unscheduled Downtime Duration | Service Credit Amount |
|---|---|---|
| 99.5% – 99.89% | 3.6 hours – 43 minutes | 10% Credit |
| 99.0% – 99.49% | 7.2 hours – 3.6 hours | 25% Credit |
| 95.0% – 98.99% | 36 hours – 7.2 hours | 50% Credit |
| Below 95.0% | Greater than 36 hours | 100% Credit |
3. Scheduled Maintenance Exclusions
To maintain peak hardware performance and security posture, engineering audits are conducted 2 to 3 times weekly. Downtime resulting from the following conditions is excluded from SLA credit calculations:
- Scheduled Maintenance Windows: Emergency or routine maintenance announced via official client ticket or Discord community server with at least 12 hours prior notice.
- Upstream Fiber & Carrier Outages: Network disruption originating outside InfraHost-controlled BGP transit routers or oceania subsea cables.
- Client-Side Code or Configuration Errors: Unhandled bot process crashes, memory leaks, or improper web application code uploaded by the customer.
- Force Majeure Events: Severe natural disasters, grid power failures beyond facility redundant diesel generator capacities, or government-mandated emergency actions.
4. Claiming SLA Credits Process
To request a Service Credit under this agreement, clients must submit an official billing ticket via portal.infrahost.com.au within fourteen (14) days of the outage event. The ticket must include the impacted container or service ID along with approximate start and end timestamps of the interruption.