This policy defines Xylentis's scope of responsibility for incident handling and service warranty.
Warranty Periods
Commitment to stable hardware, network, power.
Free replacement of defective components.
Warranty for code bugs originating from Xylentis.
Per vendor policy (cPanel, Microsoft...).
What's Covered
Physical server hardware defects owned by Xylentis.
Network errors within Xylentis Data Center.
Code bugs, features developed by Xylentis in Outsource projects (during warranty).
Support to reset VPS/Hosting OS to initial state upon system error.
Warranty Denied
Errors due to Customer tampering with code, server config, installing strange software.
Errors due to Customer website source code being hacked, virus-infected, or outdated.
Data loss due to Customer not backing up (unless paid Backup service failed).
Incidents caused by 3rd parties (Google/Facebook API changes, Domain expired...).
Damage to Customer equipment in Colocation unless directly caused by Xylentis.
Support Process
Send Ticket
Must send via Support Ticket system to record SLA time.
Check
Technician identifies cause (Xylentis error or Customer error).
Resolve
If Xylentis error: Free fix. If Customer error: Advise or quote repair service.
Acceptance
Customer confirms resolution result.
Notes
- • Xylentis is not responsible for data content inside customer servers.
- • For Unmanaged VPS/Server, we only ensure online status, not software support inside.
- • Customer must provide temporary login info when requested for checking.