Service Level Agreement
Our commitment to reliability and uptime
1. Uptime Guarantee
Xelora guarantees 99.9% network uptime for all website builder and publishing services. This translates to a maximum of approximately 43 minutes of downtime per month.
2. What's Covered
Our SLA covers the following:
- Network connectivity and uptime
- Server hardware failures
- Power outages affecting our data centers
- Network infrastructure issues
- Core website services (HTTP, HTTPS, AI Builder, Publishing)
3. What's Not Covered
The following are excluded from our uptime guarantee:
- Scheduled Maintenance: Planned maintenance windows (announced 48 hours in advance)
- Force Majeure: Natural disasters, war, terrorism, or other events beyond our control
- Customer Actions: Downtime caused by customer scripts, applications, or misconfigurations
- Third-Party Services: Issues with external DNS, domain registrars, or CDN providers
- Attacks: DDoS attacks or security incidents affecting your account specifically
- Suspension: Account suspended for TOS violations or non-payment
- Emergency Maintenance: Critical security patches or emergency repairs
4. SLA Credits
If we fail to meet our uptime guarantee, you're eligible for service credits based on actual downtime:
| Monthly Uptime | Downtime | Credit |
|---|---|---|
| 99.9% - 99.0% | 43 - 7.2 hours | 10% of monthly fee |
| 99.0% - 95.0% | 7.2 - 36 hours | 25% of monthly fee |
| Below 95.0% | 36+ hours | 50% of monthly fee |
* Credits are applied to your account for future service use. Maximum credit per incident is 50% of one month's fee.
5. How to Claim Credits
To request SLA credits:
- Open a support ticket within 7 days of the downtime incident
- Provide documentation of the downtime (screenshots, monitoring logs, timestamps)
- Include your account details and affected services
- Our team will investigate and apply credits within 5 business days
Important: Claims must be submitted within 7 days. Credits cannot be refunded as cash.
6. Response Times
We commit to the following support response times:
Critical Issues
Site down, complete outage
15 minutes
High Priority
Service degraded, errors
1 hour
Medium Priority
General technical issues
4 hours
Low Priority
Questions, general inquiries
24 hours
7. Monitoring & Reporting
We maintain 24/7 monitoring of all critical infrastructure. Real-time status updates are available at status.xelora.host. You can subscribe to incident notifications via email or SMS.
8. Changes to SLA
We reserve the right to modify this SLA with 30 days' notice. Significant changes will be communicated via email. Continued use of services after modifications constitutes acceptance of the updated SLA.
9. Contact Information
For SLA-related questions or to file a claim:
Email: sla@example.com
Support Portal: Open Ticket