Preamble

At XenoHosts, we pride ourselves on delivering reliable and dependable cloud services. This Service Level Agreement (SLA) outlines our commitment to uptime and defines the process for receiving service credits if we miss the mark. By choosing XenoHosts, you agree to these terms and conditions.

Guaranteed Uptime

We guarantee 99.95% uptime (3.5 nines) for all our cloud services. That means you can expect less than 45 minutes of unplanned downtime per month. We define uptime as your ability to access and use our services. Any interruption beyond this timeframe is considered downtime.

Downtime Measurement and Credits

Downtime is measured by the total duration of any unplanned service interruption exceeding 30 consecutive minutes, within a calendar month. We take responsibility for identifying the cause of downtime, which must be within our direct control or network footprint.

If we fall short of our uptime guarantee, you're eligible for service credits. For each hour of downtime beyond the initial 30 minutes, you'll receive a credit of 1% of the affected service's monthly fee, capped at 100% for the entire month.

Exclusions

While we strive for 100% uptime, certain events beyond our control are excluded from credit reimbursements:

• External Factors:
  • Natural disasters/Power outages
  • Distributed Denial-of-Service (DDoS) attacks
• Client-Side Network Issues
• Resource Exhaustion
• False/Fraudulent Claims
• Illegal Activities

Claim Process

To claim service credits, submit a ticket to XenoHosts support, describing the downtime you experienced. We'll review your claim and, if validated, issue the appropriate credits based on this SLA.