Service Level Agreement

This Service Level Agreement ("SLA") applies to all hosted services provided by Neon Next Generation PTY LTD, including VPS Hosting, Web Hosting, Proxy, and VPN services. It applies globally to all paying customers regardless of location, nationality, or jurisdiction.

This SLA forms part of our Terms of Service and is incorporated by reference. Where your local mandatory consumer protection law provides rights that exceed what is stated in this SLA, those rights are preserved.

We target 99.5% monthly uptime for all core Services, excluding scheduled maintenance. Uptime is calculated on a rolling 30-day basis from the first day of each calendar month.

We provide at least 24 hours notice before any scheduled maintenance that may cause service interruption. Notice is provided via email, our status page, and customer portal.

Emergency maintenance may occur without notice where it is necessary to protect service integrity, address security vulnerabilities, or prevent imminent service degradation. We will communicate the nature and expected duration of emergency maintenance as soon as practicable.

Scheduled maintenance windows are typically conducted between 02:00–06:00 AEST (UTC+10/UTC+11) to minimise customer impact.

If we fail to meet our uptime target in a given month, eligible customers may request service credits according to the following schedule:

Service credits apply to future invoices and are not redeemable as cash refunds. Credits are calculated based on the monthly invoice amount for the affected service only.

This SLA does not apply to the following:

• —Beta features, preview releases, or services explicitly marked as "not production-ready."
• —Trial accounts or services provided free of charge.
• —Outages caused by customer actions, including misconfiguration, excessive resource usage, or violation of our Fair Use Policy.
• —Outages caused by third-party services outside our control, including upstream network providers, DNS providers, or CDN services not operated by Neon.
• —Scheduled maintenance communicated per Section 03.
• —Force majeure events as described in our Terms of Service.
• —Internet connectivity issues between the customer's location and our infrastructure that are outside our network.

During a confirmed service incident, we will communicate with affected customers through the following channels and timeframes:

Live incident updates are communicated via email to affected customers.

To request a service credit, eligible customers must:

• —Submit a request to billing@neonnextgeneration.com within 14 days of the end of the month in which the downtime occurred.
• —Include the affected service, account ID, and approximate dates/times of the downtime experienced.
• —Allow up to 10 business days for our team to verify and process the request.

Service credits are applied to the customer's next invoice and are non-transferable. Credits are not redeemable for cash.

The service credits described in this SLA constitute Neon Next Generation PTY LTD's sole and exclusive liability for any failure to meet the uptime targets set out herein, subject to the mandatory consumer protection laws of your jurisdiction.

Nothing in this SLA limits any rights you have under the mandatory consumer protection laws of your jurisdiction that cannot be excluded by contract. See also our Terms of Service, Section 11.

We may update this SLA from time to time. When we do:

• —The revised SLA will be posted with an updated version number and effective date.
• —For material changes, we will notify customers via email at least 14 days before the change takes effect.
• —Continued use of our Services after the effective date constitutes acceptance of the updated SLA.

Version History

• v1.1July 18, 2026 — Extracted SLA from Terms of Service Section 24 into standalone policy page.
• v1.0April 12, 2026 — Initial SLA included in Terms of Service v2.0.

For SLA-related enquiries, service credit requests, or incident reports, contact us using the details below.