Service Level Agreement

1. Introduction

This Service Level Agreement (SLA) is a key component of the Terms of Service between Hostex LLC and you, our valued customers. It outlines the service levels we guarantee for our hosting, reseller, VPS, and VDS services, along with the remedies available if we don’t meet those standards.

2. Service Availability Commitment

At Hostex LLC, we promise a 99.9% uptime for all our hosting, VPS, and VDS services, measured monthly. Uptime means the availability of our network and server infrastructure, but it doesn’t include scheduled maintenance or events that are beyond our control.

2.1 Scheduled Maintenance

To keep everything running smoothly, we may need to perform scheduled maintenance. We’ll always give you a heads-up at least 24 hours in advance. Any downtime during this maintenance won’t count against our uptime guarantee.

2.2 Exclusions

This SLA doesn’t cover outages caused by:

• Factors outside of Hostex LLC’s reasonable control, like natural disasters or DDoS attacks..
• Customer misuse, misconfiguration, or issues with third-party software.
• DNS errors that aren’t managed by Hostex LLC.
• Services that are suspended or terminated due to violations of our Acceptable Use Policy (AUP).

3. Response and Support

For any support requests, please use our ticketing system, which is available around the clock.

3.1 Response Times

• Critical Issues (Service Down): We’ll respond within 1 hour.
• High Priority (Degraded Service): Expect a response within 4 hours.
• Normal Issues (General Support): We’ll get back to you within 12 hours.

3.2 Resolution Times

The time it takes to resolve issues can vary based on their complexity. Hostex LLC is committed to making every reasonable effort to resolve problems as quickly as we can.

4. Service Credits

If Hostex LLC doesn't hit the uptime target of 99.9%, customers can ask for service credits. Here’s how the credits break down:

• 99.0% – 99.8% uptime: 5% credit of your monthly fee.
• 95.0% – 98.9% uptime: 15% credit of your monthly fee.
• Below 95.0% uptime: 30% credit of your monthly fee.

4.1 Credit Request Process

To claim a service credit, customers need to submit a request within 7 days of the incident via the support portal. Hostex LLC will check the downtime and apply the credits to your next billing cycle.

5. Limitation of Liability

Service credits are the only remedy for downtime covered by this SLA. Hostex LLC won’t be responsible for any indirect, incidental, or consequential damages that come from service outages.

6. SLA Review and Modification

Hostex LLC has the right to change this SLA whenever necessary. Any updates will be posted on our website along with the effective date. By continuing to use our services, you agree to the updated SLA.

By using Hostex LLC’s services, you confirm that you’ve read, understood, and accepted this Service Level Agreement.