Legal & Agreements
Service Level Agreement
The service levels Noiz commits to: network uptime, maintenance, monitoring and support response.
Updated: 13 July 2026
This Service Level Agreement (the “SLA”) forms part of Noiz’s Terms of Service and applies to services hosted and managed by Noiz. Capitalised terms have the meanings given in the Specific Terms and Conditions.
1. Network uptime
Noiz guarantees that the network will be available 99.9% of the time in any given month, excluding scheduled maintenance — no more than 43 minutes of network downtime in any month, counted from the first day of the month.
Network uptime covers the functioning of network infrastructure — routers, switches, firewalls and cabling. It excludes services or software running on your server, and hardware for self-managed hosting services. The full definition, including how downtime is measured and claimed, is in clause 3.10 of the Specific Terms and Conditions.
2. Scheduled maintenance
Maintenance that may affect service availability is scheduled outside peak hours wherever possible, and announced in advance to affected clients. Emergency maintenance — for example, an urgent security patch — may be carried out at shorter notice where the risk of not acting outweighs the interruption.
3. Monitoring and incident response
All servers managed by Noiz are monitored 24/7 for critical services and hardware health. Alerts are acted on as they are identified and escalated to data-centre staff or platform engineers where needed, as described in the Security Statement.
4. Support response
Support response targets depend on the service plan: managed services carry defined response times set out in the applicable order or quote. Support requests reach Noiz at support@noiz.ie, and current channels and hours are listed under Support.
5. Remedies
Where a service fails to meet the uptime commitment in section 1, remedies are handled under the Terms of Service (including its limitation of liability), the Refund Policy and, where service credits are offered for a specific service, the terms set out in the applicable order or quote.
6. Exclusions
This SLA does not apply to interruptions caused by: scheduled maintenance; factors outside Noiz’s reasonable control (force majeure, upstream provider or registry failures, denial-of-service attacks beyond deployed mitigation); your own software, configuration or equipment; suspension or termination under the Acceptable Use Policy or Terms of Service; or self-managed services, where responsibility above the network layer rests with the client.