Service Level Agreement

Thank you for choosing Vexal Hosting LLC (“Host”) for your online needs. By accessing, purchasing, or otherwise using services or systems provided by Host, you (“User”) agree to the following Service Level Agreement (SLA).

This SLA outlines the uptime commitments and support expectations for services provided by Host.

1. Uptime Guarantee

Host guarantees a 99.9% uptime per calendar month, excluding the following events:

• Scheduled Maintenance
• Natural Disasters
• DDoS Attacks
• User-caused outages (e.g., misconfiguration, excessive resource usage)

2. Support Availability

Support is available via Discord and WHMCS (Billing Portal) tickets 7 days a week. While Host aims to be available 24/7, please allow up to 12 hours for a response to account for staff availability and time zone differences.

As Host grows, staffing levels will improve, reducing average response times.

3. Service Credits

If uptime falls below 99.9% at the end of a calendar month, Host will issue the following service credits:

• 98% – 99.5% uptime: 5% service credit
• 95% – 97.9% uptime: 15% service credit
• Below 95% uptime: 25% service credit

Users must request the credit within 7 days of the end of the affected month. Failure to do so revokes eligibility.

4. Monitoring and Reporting

Host monitors all infrastructure internally and will review user-submitted logs upon request to investigate uptime issues or system problems.

5. Exclusions

This SLA does not apply to:

• Sponsored or free services
• Experimental or newly released services
• Issues caused by third-party software or integrations

6. Data Backups

Users are solely responsible for backing up their data and files. While Host implements reasonable backup procedures, we do not guarantee file recovery or protection from all types of data loss. Host assumes no liability for user data loss.

7. Contact

For support: [email protected]

For legal matters: [email protected]