This SLA defines Xylentis commitments and compensation if unmet. This is the SOLE and EXCLUSIVE remedy for customers in case of downtime.
Uptime Commitment
Cloud VPS/Hosting99.9%
99.9% Network and Power Uptime.
Dedicated Servers99.95%
99.9% Datacenter Infrastructure Uptime.
Cloud Storage99.9%
99.9% Data Availability.
Network99.9%
Domestic and International Internet Connectivity.
Response Time
Critical30 mins
Server completely Down, inaccessible.
High2 hours
Service unstable, laggy, some features failing.
Medium8 hours
Setup support, config, minor errors.
Low24 hours
Consultation, questions, billing.
SLA Credit Policy
Compensation based on current month fee, deducted from next month invoice.
| Actual Uptime | Refund |
|---|---|
| 99.5% - 99.89% | 5% monthly fee |
| 99.0% - 99.49% | 10% monthly fee |
| 98.0% - 98.99% | 25% monthly fee |
| Below 98% | 50% monthly fee (Max) |
SLA Exclusions
Downtime caused by the following is NOT counted:
- •Scheduled maintenance with prior notice.
- •Customer errors (bad code, full disk/CPU, hacked, wrong config).
- •Force Majeure (Disaster, war, widespread fiber cuts, massive DDoS).
- •Service locked due to violation or non-payment.
- •End-user ISP connection issues.
- •3rd party software errors.
- •Exceeding purchased resource limits.
- •Services in Beta testing phase or free services.
- •Interruption due to request from competent authorities (server seizure for investigation).
Support Methods
Ticket System
Official & sole channel for SLA calculation.
Report Vulnerability
Email [email protected] or [email protected] to report security issues.