Service Level Agreement

Hosted Services Level Agreement (SLA)

HostXNow (“HostXNow”) is committed to delivering high-quality services to its customers (“Customer”), including Web Hosting, Reseller Hosting, Cloud Hosting, WordPress Hosting and VPS Hosting. This Service Level Agreement SLA”) defines HostXNow's commitment to ensuring that its Hosted Services maintain 99.99% availability each calendar month, subject to the terms outlined in this SLA (the “Uptime Guarantee”).

1. Covered Services

HostXNow guarantees the availability of its Hosted Services on a monthly basis, provided that:

• The Customer is in good standing, meaning all payments are up to date, and there have been no breaches of the Customer’s obligations to HostXNow.
• The Customer submits a written request for Hosted Service Credit (defined below) to HostXNow within 10 business days of the incident in which the Uptime Guarantee was not met.

2. Exclusions

The following events are considered “Excused Outages” and will not be counted as downtime in the Uptime Guarantee calculations:

• Customer-side issues affecting connectivity, including but not limited to problems with the Customer’s Internet Service Provider, firewall configurations, anti-virus, or malware software, or user error.
• Third-party attacks, such as hacks, intrusions, or distributed denial-of-service (DDoS) attacks aimed at disrupting services.
• Bugs in third-party software, including Microsoft software, used alongside the Hosted Services.
• Force majeure events, such as natural disasters, war, terrorism, civil unrest, labor disruptions, governmental actions, and other events beyond HostXNow’s control.
• Third-party DNS errors or failures that are outside HostXNow’s control.
• Scheduled maintenance conducted with at least 24 hours' notice via email or the HostXNow Control Panel.
• Emergency maintenance, not exceeding 4 hours per month, which may be conducted without prior notice.

3. Non-Compliance and Credit

If HostXNow fails to meet the Uptime Guarantee for any Hosted Service (“Affected Service”), as verified by HostXNow’s monitoring logs, the Customer is entitled to a service credit for future Hosted Services of the same type (“Hosted Service Credits”).

4. Uptime Guarantee

• “Uptime” refers to the time the Services are available, as measured solely by HostXNow's internal systems.
• “Downtime” refers to the period when the Services are unavailable, measured only by HostXNow’s monitoring systems.

HostXNow guarantees 99.99% uptime for its networking and connectivity services. Should HostXNow fail to meet this guarantee, credits will be issued to the Customer based on the following schedule, calculated as a percentage of the monthly fees for the affected services:

5. Requesting a Credit

To receive a service credit, the Customer must submit a request to [email protected] within 10 business days of the downtime incident. The request must include:

• Dates and times of the downtime.
• Name and IP address of the affected server(s).

Once HostXNow confirms the downtime, the credit will be applied within 30 days. The total credit in any month will not exceed the fees paid for that month’s affected services. Credits do not apply to taxes or other charges such as domain registrations, software licenses, or labor.

6. Exclusions from Service Credits

Credits will not be issued for downtime caused by:

• Emergency maintenance.
• Scheduled maintenance.
• System upgrades.
• DNS issues outside of HostXNow’s control.
• Customer-side access problems (FTP, POP, IMAP, or SMTP).
• Customer negligence or breach of HostXNow’s Acceptable Use Policy.
• Issues related to the Customer’s browser, DNS caching, or other issues that may falsely appear as service unavailability.

7. Hardware Replacement Guarantee (Dedicated Servers).

HostXNow ensures the reliability of its hardware and guarantees hardware replacement within 1 hour of identifying a hardware failure. The time for hardware replacement does not include diagnostic time, alternative solution investigation, or time spent on software restoration or backup recovery.

If HostXNow does not meet this hardware replacement guarantee, the Customer will receive credits equal to 10% of the monthly server rental fee for each additional hour after the first. The maximum credit will be 50% of the monthly server fee (excluding associated management or additional services).

Requesting Hardware Replacement Credits: To request a credit, the Customer must email [email protected] within 10 business days of the incident. HostXNow will apply confirmed credits within 30 days.