This Service Level Agreement (“SLA”) defines the commitments of Xenox Servers to its customers regarding service availability, performance, and support response times. By using our hosting, domain, and related services, you agree to the terms outlined in this SLA, which works alongside our Terms of Service and Acceptable Use Policy.
Our goal is to provide reliable and consistent hosting solutions while being transparent about what customers can expect in terms of uptime, maintenance, and support availability.
1. Scope of This SLA
This SLA applies to the following services provided by Xenox Servers:
Shared Hosting
VPS Hosting
Cloud Hosting
Domain Registration and Management
SSL Certificates and Add-ons
Please note that while we make every effort to provide reliable services, certain limitations and exclusions apply, which are outlined in this document.
2. Uptime Commitment
Xenox Servers is committed to providing a network and infrastructure uptime of 99.9% per month across its hosting services.
Uptime Calculation: Uptime is measured monthly based on server and network availability.
Downtime Definition: Downtime refers to periods where the customer cannot access their hosting service due to failures within Xenox Servers’ infrastructure.
Exclusions: The uptime guarantee does not cover:
Scheduled maintenance announced in advance.
Downtime caused by customer misconfigurations or third-party software.
Force majeure events (natural disasters, cyber-attacks, government actions).
Domain expiration, DNS issues outside our control, or customer negligence.
3. Service Credits
If uptime falls below 99.9% in a given month, customers may be eligible for service credits.
Credit Request: Customers must submit a claim within 7 days of the downtime incident by contacting [email protected].
Credit Amount: Credits will be applied to future invoices and cannot be exchanged for cash.
Limitations: The maximum credit available will not exceed one month of hosting fees for the affected service.
4. Support Availability
Xenox Servers provides 16 hours of daily customer support, available via email and support tickets.
Support Hours: Support is available from [Insert exact daily schedule, e.g., 8:00 AM – 12:00 AM IST], 7 days a week.
Channels: Support requests can be submitted via email ([email protected]) or through the support portal on our website.
Response Times:
Standard inquiries: typically within 4–6 business hours.
Urgent service-affecting issues: typically within 2–4 business hours.
Resolution time may vary depending on the complexity of the issue.
5. Maintenance and Updates
Scheduled Maintenance: We may occasionally perform scheduled maintenance to upgrade hardware, apply security patches, or improve performance. Customers will be notified in advance whenever possible.
Emergency Maintenance: In rare cases, we may need to perform urgent maintenance without prior notice to protect the integrity of our services.
Impact on SLA: Scheduled or emergency maintenance windows are not counted as downtime under this SLA.
6. Customer Responsibilities
For the SLA to apply, customers must:
Maintain accurate contact and billing information.
Ensure proper configuration of their hosting accounts, websites, and applications.
Use software and plugins that are secure and up to date.
Cooperate with support staff by providing relevant details when reporting issues.
Failure to follow these responsibilities may result in ineligibility for SLA credits.
7. Data Security and Backups
While Xenox Servers implements strict security protocols, customers are ultimately responsible for maintaining their own backups.
Optional Backup Services may be available, but they are not guaranteed and are not part of this SLA.
Data Loss Liability: Xenox Servers is not liable for customer data loss, accidental deletions, or issues caused by third-party scripts.
8. Limitations of SLA
This SLA does not cover issues caused by:
Customer’s software, coding errors, or misconfigurations.
Customer negligence, such as failing to renew domains or update DNS settings.
Third-party applications or plugins.
Internet outages between the customer and Xenox Servers’ data centers.
9. Modifications to SLA
Xenox Servers reserves the right to modify this SLA at any time. Updates will be posted on our website with a new “Last Updated” date. Continued use of our services after updates constitutes acceptance of the revised SLA.
10. Contact Us
For SLA-related concerns or service credit requests, contact:
📧 [email protected]
🌐 www.xenoxservers.com