LEGAL
Service Level Agreement
This Service Level Agreement describes Zexton’s uptime commitment for hosting and server products and the credits available if we miss it.
Uptime commitment
We target 99.9% monthly availability of the network and hosting servers, excluding scheduled maintenance. Scheduled maintenance is announced at least 48 hours in advance where possible and performed during low-traffic hours (IST).
Exclusions
Issues caused by customer code, configuration, content or exceeded resource limits. DDoS attacks, third-party network failures, force majeure, or suspension under our policies. Self-managed VPS and dedicated servers where the operating system or software is managed by the customer.
Service credits
99.0% – 99.9% uptime: 5% of the monthly fee for the affected service. 95.0% – 99.0% uptime: 10% of the monthly fee. Below 95.0% uptime: 25% of the monthly fee. Credits are applied to future invoices, must be requested within 7 days of the month end, and cannot exceed the monthly fee.
Support response targets
Critical (service down): initial response within 1 hour. High (major feature impaired): within 4 hours. Normal (questions, minor issues): within 24 hours.
Plan the next useful software decision
Share the users, current workflow, desired outcome, constraints, and open questions.