Editorial status
Editorial draft — Astronaut must verify its legal identity and service terms before publication. This text is not yet an effective agreement.
Scope
An SLA applies only to a service whose order expressly agrees an availability target, measurement method, exclusions and compensation. A 99.9% guarantee is not approved at this stage. A supplier’s own guarantee does not automatically create an identical Astronaut obligation.
Measurement and incidents
The service annex must define monitoring sources, reporting period, outage start/end and maintenance notification. Customer applications, customer DNS changes and third-party Internet failures must be assessed under clear and fair rules. Incident tickets should include time, service and observed impact.
Compensation
Credit percentages, cap, claim deadline and approval rules will be published only after measurement and operational capability are accepted. Credits and refunds are different remedies. Absence of an individual SLA does not remove mandatory rights relating to non-conforming services.
