Service Level Agreement

Last updated: 4 July 2026
Applies to: eligible SiliconKiwi services provided by BTIT Consulting Limited.

1. Purpose

This Service Level Agreement sets out the availability targets, support response targets and service credit process for eligible SiliconKiwi services.

It is intended to provide clear expectations while recognising that different services have different technical designs, dependencies and levels of resilience.

2. Covered services

This SLA applies only to SiliconKiwi services that expressly include an SLA in the service description, order, proposal or written agreement.

Covered services may include:

• VPS hosting;
• managed VPS services;
• managed hosting;
• managed applications;
• managed DNS;
• managed backup;
• related hosting infrastructure services where an SLA is agreed in writing.

Unless stated otherwise, free services, trial services, best-effort services, beta services, unmanaged customer systems, third-party platforms and customer-controlled applications are not covered.

3. Availability target

For eligible production services, SiliconKiwi’s standard monthly availability target is:

99.9% service availability per calendar month

A different target may apply if stated in your service order, product page or proposal.

Availability is measured from SiliconKiwi’s monitoring systems and applies to the core service we provide. It does not include customer-side issues, third-party issues, scheduled maintenance or exclusions listed below.

4. Support response targets

Support response targets are based on priority and apply during the applicable support hours for your plan.

Priority 1 — Critical outage

A production service is unavailable or severely degraded for most users, with no reasonable workaround.

Target first response: 1 hour
Target update frequency: every 2 hours during active investigation
Examples: total VPS host outage, major storage issue, major network fault within SiliconKiwi-controlled infrastructure, managed application unavailable.

Priority 2 — Major impact

A production service is partially unavailable, materially degraded, or affecting important business functions, but a workaround may exist.

Target first response: 4 business hours
Target update frequency: daily or as material progress occurs
Examples: intermittent packet loss, degraded application performance, failed managed backup on a protected system.

Priority 3 — Standard issue

A non-critical fault, configuration issue, user problem, question or service request.

Target first response: 1 business day
Target update frequency: as needed
Examples: DNS change request, VPS access question, performance question, configuration assistance.

Priority 4 — Low priority / administrative

General enquiries, minor changes, billing questions, documentation, advice or planned work.

Target first response: 2 business days
Target update frequency: as needed.

5. Support hours

Standard SiliconKiwi support hours are:

[insert support hours, e.g. Monday to Friday, 9:00 am to 5:00 pm New Zealand time, excluding public holidays]

Emergency support or after-hours support may be available for selected managed services or business plans where agreed in writing.

6. Scheduled maintenance

SiliconKiwi may perform scheduled maintenance to improve security, reliability, performance or capacity.

Where practical, we will provide advance notice for maintenance that is expected to cause customer-visible interruption.

Emergency maintenance may be carried out with little or no notice where needed to protect security, stability, data integrity or service availability.

Scheduled and emergency maintenance are excluded from availability calculations.

7. SLA exclusions

The SLA does not apply to issues caused by:

• customer equipment, software, applications, code or configuration;
• customer misuse, error, overuse or breach of policy;
• third-party services outside SiliconKiwi’s reasonable control;
• upstream providers, internet routing, registries or third-party software platforms;
• DNS propagation or external resolver behaviour;
• force majeure events;
• scheduled or emergency maintenance;
• DDoS attacks, malware, security incidents or abuse affecting the service;
• suspension for non-payment or policy breach;
• customer-requested changes, migrations, rebuilds or restarts;
• unsupported systems, end-of-life software or unmanaged components;
• faults where we cannot obtain reasonable access, information or cooperation needed to investigate.

8. Service credits

If SiliconKiwi fails to meet the applicable monthly availability target for an eligible service, you may request a service credit.

Unless a different credit schedule is agreed, the standard credit is:

Service credits are applied to future SiliconKiwi invoices. They are not cash refunds unless required by law or agreed in writing.

The maximum service credit for any calendar month is 25% of the monthly recurring charge for the affected service.

9. Credit request process

To request a service credit, you must contact SiliconKiwi within 14 days after the end of the month in which the issue occurred.

Your request should include:

• account name;
• affected service;
• date and time of the issue;
• description of the impact;
• ticket number, if available;
• any relevant evidence.

SiliconKiwi will review the request against our monitoring records, support records and this SLA.

10. Backups and data recovery

Backups are only included where expressly stated in your SiliconKiwi plan, proposal or managed service agreement.

Unless a backup service is included, you are responsible for maintaining your own backups.

Where backups are included, backup frequency, retention, restore process and restore targets depend on the specific service. Backup availability is not a guarantee that every file, transaction or change can be restored to a specific point in time.

11. Customer responsibilities

To help SiliconKiwi meet the SLA, you must:

• keep contact details up to date;
• report faults promptly;
• provide accurate information;
• maintain customer-side systems and credentials;
• avoid unsupported changes;
• respond to reasonable troubleshooting requests;
• keep operating systems, applications and software updated where you manage them;
• follow security and acceptable use requirements.

12. Remedies

Service credits are the standard remedy for failure to meet this SLA, except where the law requires otherwise.

This SLA does not limit rights that cannot be excluded under applicable law.

13. Changes

SiliconKiwi may update this SLA from time to time. The current version will be published on the SiliconKiwi website or included in the applicable service documentation.