Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

Effective Date: May 10, 2025

This Service Level Agreement (“SLA”) sets forth HostifyX’s commitment to service availability for our Services, including but not limited to server rental, cloud server, Virtual Private Server (VPS) hosting, and website hosting. This SLA forms an integral part of your agreement with HostifyX (“we,” “us,” or “our”) and is subject to our overarching Terms of Service, Refund Policy, Privacy Policy, and Acceptable Use Policy.

By subscribing to or using any of our Services, you expressly acknowledge that you have read, understood, and agree to be bound by the terms of this SLA.

1. DEFINITIONS

• Downtime: Refers to periods when a Customer’s specific Service (e.g., a dedicated server, cloud instance, VPS, or website hosted on shared hosting) is completely unavailable and inaccessible to the internet via HostifyX’s network infrastructure, due to a failure within HostifyX’s direct control. Downtime excludes any unavailability caused by the “SLA Exclusions” listed in Section 4.
• Monthly Uptime Percentage: Calculated as follows: Monthly Uptime Percentage=Total minutes in month(Total minutes in month) – (Total minutes of Downtime in month)​×100%
• Service Credit: A monetary credit, applicable only towards future invoices for eligible Services, issued to the Customer as the sole and exclusive remedy for a breach of the Service Commitment.

2. SERVICE COMMITMENT (UPTIME GUARANTEE)

HostifyX commits to providing a Monthly Uptime Percentage for eligible Services as outlined below. This commitment applies specifically to the availability of HostifyX’s core network infrastructure up to the egress point for your Service.

• For Server Rental, Cloud Server, and VPS Hosting: HostifyX commits to a 99.8% Monthly Uptime Percentage.
• For Website Hosting (Shared/Reseller): HostifyX commits to a 99.6% Monthly Uptime Percentage.

3. SERVICE CREDITS (SOLE AND EXCLUSIVE REMEDY)

Should the Monthly Uptime Percentage fall below the committed level for an eligible Service in a given calendar month, you may be eligible to request a Service Credit, subject to the strict terms and conditions of this SLA.

• 3.1. Credit Calculation: The Service Credit will be calculated as a percentage of the monthly service fee for the affected Service, excluding any one-time fees, setup fees, add-ons, software licenses, or over-usage charges, as follows:

Dedicated Server

Cloud / VPS

Website Hosting

• 3.2. Maximum Credit: The maximum Service Credit that can be issued for any single calendar month, regardless of the severity or duration of Downtime, shall not exceed 20% of the monthly service fee for the affected Service.
• 3.3. Sole and Exclusive Remedy: You expressly agree that Service Credits are the sole and exclusive remedy for any and all Downtime or performance issues related to the Services, or any breach of this SLA by HostifyX. No cash refunds will be provided for any Service Level Agreement breaches under any circumstances. Service Credits are applicable only to future invoices for eligible Services and have no inherent monetary value outside of your HostifyX account.

4. SLA EXCLUSIONS (WHEN SERVICE COMMITMENT DOES NOT APPLY)

The Service Commitment and any eligibility for Service Credits do not apply to any unavailability, suspension, or termination of Services caused by, or arising from:

• 4.1. Scheduled Maintenance & Emergency Maintenance: Planned system maintenance or emergency maintenance operations initiated by HostifyX, provided reasonable notice is given where feasible.
• 4.2. Customer Faults:
  • Any act or omission by you or your authorized users, including but not limited to:
    • Misconfigurations, errors, or bugs in your applications, software, or operating systems hosted on the Service.
    • Customer’s violation of the Terms of Service, Acceptable Use Policy, or any other HostifyX policy.
    • Customer’s failure to maintain adequate security within their hosted environment (e.g., weak passwords, unpatched software).
    • Customer’s exceeding allocated resource limits, causing service degradation or suspension.
    • Your equipment, software, or other technology, or third-party equipment, software, or other technology (other than third-party equipment within our direct control).  
• 4.3. Third-Party Actions & External Factors:
  • Denial of Service (DoS/DDoS) attacks, malware attacks, or other malicious activities targeting your specific Service or HostifyX’s network infrastructure that are beyond HostifyX’s reasonable control.
  • Issues or failures of upstream internet service providers, backbone providers, or other third-party services not directly controlled by HostifyX.
  • Performance or availability issues relating to third-party software, applications, or content not directly managed by HostifyX.
• 4.4. Force Majeure Events: Any causes beyond HostifyX’s reasonable control, including but not limited to:
  • Natural disasters (e.g., floods, earthquakes, severe storms).
  • Acts of war, terrorism, civil unrest, or governmental actions.
  • Power outages or disruptions not within HostifyX’s direct control.
  • Labor disputes, strikes, or other industrial disturbances.
• 4.5. Account Suspension/Termination: Any suspension or termination of Services due to your non-payment, violation of our policies, or for any other reason outlined in the Terms of Service.
• 4.6. Beta Services: Any Services identified as “Beta” or “Trial” are excluded from this SLA.

5. SERVICE CREDIT CLAIM PROCESS (STRICT REQUIREMENTS)

To be eligible for a Service Credit, you must strictly adhere to the following claim process:

• 5.1. Notification of Incident: You must open a support ticket or notify HostifyX’s support department in writing within seventy-two (72) hours of the start of the alleged Downtime incident.
• 5.2. Claim Submission: You must submit a separate written claim for Service Credit within seven (7) calendar days after the end of the calendar month in which the alleged Downtime occurred. The claim must include:
  • Your account name and the affected Service(s).
  • The date(s) and time(s) of each specific Downtime incident.
  • Detailed descriptions of the affected functionality.
  • Customer-provided monitoring logs or other verifiable evidence supporting the Downtime claim (HostifyX’s internal monitoring systems are the definitive source for Downtime measurements).
• 5.3. HostifyX’s Discretion: HostifyX will review the claim based on its own monitoring data and systems logs. HostifyX’s determination of the Downtime and the eligibility for Service Credit shall be final and binding. HostifyX has no obligation to issue Service Credits if you fail to meet these strict submission requirements.
• 5.4. Credit Application: Approved Service Credits will be applied to your account within two (2) billing cycles following the month in which the claim was approved. Service Credits can only be used against future invoices for eligible Services and are non-transferable.

6. CUSTOMER RESPONSIBILITIES

Your ability to benefit from the Service Commitment is contingent upon your fulfillment of your own responsibilities, including but not limited to:

• Maintaining your account in good standing and ensuring all payments are current.
• Adhering to our Terms of Service, Acceptable Use Policy, and all other applicable policies.
• Implementing and maintaining appropriate security measures within your hosted environment, including secure configurations, updated software, and strong access credentials.
• Ensuring your applications and content are compatible with our Service environment and do not cause excessive resource consumption or service degradation.
• You are solely responsible for maintaining your own independent data backups.

7. NO FURTHER LIABILITY

You acknowledge and agree that the Service Credits as described in this SLA are the sole and exclusive remedy for any failure by HostifyX to meet the Service Commitment. HostifyX shall have no other liability whatsoever to you for any downtime, unavailability, or performance degradation of the Services, whether in contract, tort (including negligence), or otherwise, beyond the Service Credits provided herein. This includes, but is not limited to, any liability for direct, indirect, incidental, special, consequential, or exemplary damages, including loss of profits, data loss, business interruption, or reputational harm.

8. POLICY AMENDMENTS

HostifyX reserves the right to modify or update this SLA at any time, without prior notice. Any revisions will be effective immediately upon their posting on our website. The “Effective Date” at the top of this SLA will indicate the latest revision. Your continued use of our Services after the effective date of any modifications constitutes your acceptance of the updated SLA. It is your sole responsibility to regularly review this SLA for any changes.  

9. CONTACT US

For any questions or concerns regarding this Service Level Agreement, please contact our support department via our designated support portal.