HostXNow Service Level Agreement (SLA)

Effective Date: 09/10/2009
Applicable to: All active Hosted Services (Web Hosting, Reseller Hosting, VPS, WordPress Hosting, Cloud Hosting) supplied by HostXNow.

1. Our Commitment

HostXNow is dedicated to delivering high-quality hosting services you can rely on. We guarantee that your purchased Hosted Services (see #2) will achieve a minimum of 99.99% availability each calendar month (“Uptime Guarantee”).

2. Covered Services

This SLA covers the Hosted Services provided by HostXNow under an active service contract, provided that:
Your account is in good standing (payments up-to-date, no breach of terms).
You submit any claim for credit within 10 business days of the event (#5).

3. What’s Excluded (Excused Outages)

The following do not count towards downtime under this SLA:

  • Issues on the customer’s side (e.g., ISP, firewall, anti-virus, browser cache).
  • Third-party attack events (DDoS, intrusion, etc.) beyond HostXNow’s control.
  • Failures of third-party software used alongside our services.
  • Force majeure events (natural disasters, war, government actions, etc.).
  • Failures in third-party DNS services not managed by HostXNow.
  • Scheduled maintenance with at least 24 hours’ notice.
  • Emergency maintenance (up to 4 hours/month) without prior notice.

4. Uptime Guarantee & Service Credits

Definitions:

Uptime — time the service is reachable and operational, as measured by HostXNow’s monitoring systems.
Downtime — time the service is unavailable, as evidenced by those same systems.

Guarantee: 99.99% monthly uptime for network and connectivity services.

Credit Schedule: If we miss the guarantee, we issue credit against your next month’s fee for the affected service type:
Monthly Uptime PercentageService Credit
99.1% – 99.9%5% of monthly fee
98.0% – 99.0%10%
95.0% – 97.9%25%
90.0% – 94.9%50%
Below 90.0%

100% (full monthly fee)

*Maximum credit will not exceed the monthly fee for the affected service. Credits do not apply to taxes, domain registration fees, software licences, or labour charges.

5. How to Request a Credit

1.Submit a ticket via our support portal within 10 business days of the outage.
2. Include:
  • Dates and times of the downtime event.
  • Server name and IP address of the affected service.
3. HostXNow will validate using our monitoring logs and, if confirmed, apply the credit within 30 days.

6. Credit Limitations – What Won’t Trigger a Credit

No credit will be issued for downtime caused by:

  • Emergency or scheduled maintenance notifications (#3).
  • System upgrades.
  • DNS failures outside HostXNow’s management.
  • Customer-side access problems (FTP, POP/IMAP, SMTP) or browser caching.
  • Customer negligence or breach of our Acceptable Usage Policy.
  • Issues tied to your browser, local DNS cache or end-point hardware.

7. Hardware Replacement Guarantee (Dedicated Servers)

For our dedicated server customers, if HostXNow identifies a hardware failure we guarantee replacement within 1 hour (diagnosis and data-restore time excluded).
If we miss this deadline you are eligible for a service credit equal to 10% of the monthly rental fee for each additional hour (maximum 50% of the monthly fee). Requests for credit follow the same process as #5.

Additional Notes

  • This SLA forms part of your service agreement with HostXNow.
  • Total liability under this SLA is limited solely to the credits defined above.
  • Governed by the laws of England & Wales.
  • Any updates will be posted in the HostXNow client area with at least 30 days’ notice.
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