Legal SLA (Service Level Agreement)

At AED 1 Hosting, we are committed to delivering reliable and high-quality hosting services. This Service Level Agreement (SLA) outlines our commitment to uptime, the measures we take to ensure service continuity, and the remedies available to you if we fail to meet our uptime guarantee.

Uptime Guarantee

AED 1 Hosting guarantees a 99.9% uptime for all hosting services. This means that your website should be accessible 99.9% of the time over the course of a month. We work diligently to ensure the highest levels of service availability and performance, leveraging the robust infrastructure of our data center partners and cloud service providers.

Infrastructure and Data Centers

To provide you with the best hosting experience, AED 1 Hosting utilizes a combination of industry-leading infrastructure providers. Our private cloud is hosted in OVH data centers, renowned for their security, reliability, and performance. In addition, we partner with top-tier cloud providers, including DigitalOcean, AWS (Amazon Web Services), Google Cloud, and Microsoft Azure, to offer a flexible and scalable hosting environment.

For SSL certificates, we rely on Let’s Encrypt, a trusted certificate authority that provides free, automated, and open certificates to ensure your website is secure. Domain registration services are handled through reputable domain registrars to provide a seamless and reliable experience.

Downtime and Exclusions

While we strive to maintain our uptime guarantee, certain situations are beyond our control. This SLA does not cover downtime caused by:

• Scheduled Maintenance: Periodic maintenance windows, announced in advance, to perform essential updates and improvements to our infrastructure.
• User Errors: Issues caused by actions taken by you or your authorized users, such as misconfigurations, coding errors, or other user-related issues.
• External Factors: Downtime due to factors outside our control, including but not limited to DDoS (Distributed Denial of Service) attacks, ISP (Internet Service Provider) failures, or issues with third-party services.

Remedies and Credits

If AED 1 Hosting fails to meet the 99.9% uptime guarantee in any given month, you may be eligible for a credit to your account. This credit will be calculated as a percentage of your monthly hosting fee, based on the amount of downtime experienced. To claim a credit, you must contact our support team within 30 days of the incident. We will review your request and, if eligible, apply the appropriate credit to your account.

Please note that credits are the sole and exclusive remedy for any failure to meet our uptime guarantee. They cannot be exchanged for cash or other compensation.

Modifications to SLA

AED 1 Hosting reserves the right to modify this SLA at any time. Any changes will be communicated to our customers via email or through updates on our website. Your continued use of our services following the posting of any changes to this SLA constitutes your acceptance of those changes.

Legal Jurisdiction

This SLA, along with all our services, is governed by the laws of the Dubai International Financial Centre (DIFC). Any disputes arising under this SLA shall be subject to the exclusive jurisdiction of the courts of the DIFC. AED 1 Hosting is committed to legal compliance, and in cases of illegal activities, we will cooperate fully with law enforcement authorities, including reporting any violations to the authorities.

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