Overview
This Service Level Agreement ("SLA") describes the uptime commitment Nxeon makes for eligible paid servers and the service credits available if we do not meet it. It is part of, and subject to, our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms.
Uptime commitment
We target a Monthly Uptime Percentage of at least 99.9% for the availability of the compute and network layer serving eligible paid servers.
"Monthly Uptime Percentage" is calculated as: (total minutes in the calendar month − Unavailable Minutes) ÷ total minutes in the month × 100.
"Unavailable" means your eligible server cannot be reached over the network due to a failure within our infrastructure, as confirmed by our monitoring, and excludes any Exclusions listed below.
Service credits
If the Monthly Uptime Percentage for an eligible server falls below 99.9% in a given calendar month, you may request a service credit calculated against that server's monthly fee:
- 99.0% to below 99.9% — 10% credit
- 95.0% to below 99.0% — 25% credit
- Below 95.0% — 50% credit
Service credits are applied to your wallet balance, are your sole and exclusive remedy for any availability failure, and may not exceed the monthly fee paid for the affected server in the month at issue.
Claiming a credit
- Submit a claim within thirty (30) days of the end of the month in which the incident occurred.
- Include the affected server, the dates and times (with time zone) of each unavailability period, and any logs or error messages demonstrating the impact.
- We will review the claim against our monitoring records and apply any approved credit to your wallet within a reasonable period.
Exclusions
The uptime commitment does not apply to unavailability caused by:
- Scheduled or emergency maintenance for which we provided reasonable advance notice where practicable.
- Factors outside our reasonable control, including force majeure events and failures of the public internet beyond our network edge.
- Your own acts or omissions, including misconfiguration, resource exhaustion within your plan, or software you run on the server.
- Suspension or termination of your account for non-payment or violation of our Terms or Acceptable Use Policy.
- Free-tier, trial, or beta servers, which are provided without an uptime commitment.
Maintenance
We may perform maintenance that briefly affects availability. Where a maintenance window is planned and likely to be disruptive, we aim to give advance notice through the dashboard or by email and to schedule it during lower-traffic periods.
Changes
We may update this SLA from time to time. Material changes will be communicated through the dashboard or by email, and continued use of the Services after they take effect constitutes acceptance.
Questions about this document? Contact us.