§1 Purpose

This Service Level Agreement ("SLA") establishes the service availability standards and operational commitments applicable to services provided by Xmbhosting.

The purpose of this SLA is to provide customers with clear information regarding expected service availability, maintenance, interruptions and incident handling.

This SLA applies only to services for which an availability commitment is expressly stated on the relevant Xmbhosting product or service page.

§2 Service Availability

Xmbhosting aims to provide reliable and stable hosting services with high availability.

Where a specific availability percentage is stated on the relevant product page or service agreement, that percentage represents the applicable availability target for that service.

Unless otherwise expressly stated, Xmbhosting does not guarantee uninterrupted or error-free service.

Service availability may be affected by maintenance, network problems, infrastructure failures, upstream providers, customer configuration, software issues or circumstances outside Xmbhosting's reasonable control.

§3 Scheduled and Emergency Maintenance

Xmbhosting may perform scheduled maintenance when necessary to maintain, improve, secure or upgrade its infrastructure and services.

Where reasonably possible, customers will receive advance notice of planned maintenance that is expected to cause a significant service interruption.

Emergency maintenance may be performed without prior notice where necessary to protect the infrastructure, customer data, security or stability of the service.

Maintenance required to address security vulnerabilities, critical hardware failures or other urgent technical issues may take priority over normal availability.

§4 Downtime and Service Interruptions

Downtime means a period during which an applicable Xmbhosting service is unavailable due to a failure attributable to Xmbhosting's infrastructure.

Temporary interruptions, connection problems or service issues caused by the customer's own configuration, software, plugins, modifications or applications are not considered Xmbhosting infrastructure downtime.

Network routing issues occurring outside Xmbhosting's controlled infrastructure may also be excluded from downtime calculations.

§5 Exclusions

The following circumstances are generally excluded from availability calculations:

• Scheduled maintenance
• Emergency maintenance
• Customer-caused downtime
• Incorrect server configuration
• Customer-installed software, plugins or modifications
• DDoS attacks or other external attacks
• Internet routing failures outside Xmbhosting's reasonable control
• Failures of third-party providers
• Force majeure events
• Suspension resulting from non-payment or violation of Xmbhosting policies

§6 Infrastructure Monitoring

Xmbhosting may use automated monitoring systems to monitor infrastructure, servers, network connectivity, resource usage and service availability.

Monitoring information may be used to identify service interruptions, investigate incidents and improve the reliability of the Xmbhosting infrastructure.

Monitoring systems may not detect every service issue immediately or in every circumstance.

§7 Technical Support

Customers may contact Xmbhosting support regarding technical issues affecting their services.

Support requests should include sufficient information to identify and investigate the issue, including the affected service, relevant error messages and the time the problem occurred where applicable.

Response times may vary depending on the severity, complexity and nature of the reported issue.

Support availability does not constitute a guarantee that every issue can be resolved within a specific period.

§8 Service Incidents

When Xmbhosting becomes aware of a significant infrastructure incident, reasonable efforts will be made to investigate and restore affected services as quickly as reasonably possible.

During an incident, Xmbhosting may prioritize actions based on the overall impact on customers, infrastructure stability and security.

Incident information may be communicated through available support channels or other appropriate communication methods.

Xmbhosting does not guarantee a specific restoration time unless an individual service explicitly provides such a guarantee.

§9 Customer Responsibilities

Customers are responsible for maintaining their own applications, configurations, plugins, modifications, databases and other software installed on their services.

Customers must ensure that their server configuration does not intentionally or unintentionally create an excessive load or negatively affect the Xmbhosting infrastructure or other customers.

Customers must also maintain appropriate backups of important data in accordance with the Xmbhosting Terms & Conditions.

§10 Service Credits and Compensation

Unless expressly stated otherwise on the relevant product page or in a separate written agreement, Xmbhosting does not automatically provide financial compensation or service credits for downtime.

Any service credit or other compensation offered by Xmbhosting will be determined in accordance with the applicable service terms and mandatory Luxembourg law.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer-protection legislation.

§11 Force Majeure

Xmbhosting shall not be considered responsible for interruptions, delays or failures caused by circumstances beyond its reasonable control.

Such circumstances may include natural disasters, major power outages, telecommunications failures, Internet infrastructure failures, cyberattacks, government actions, war, terrorism, strikes, upstream provider failures and other force majeure events.

Xmbhosting will make reasonable efforts to restore affected services once the relevant circumstances are resolved.

§12 Changes to this SLA

Xmbhosting may update this SLA where reasonably necessary due to technical, operational, legal or business changes.

The current version of this SLA will be made available on the Xmbhosting website.

Changes will not remove mandatory rights granted to consumers under applicable Luxembourg or European Union law.

§13 Contact

For questions regarding this SLA or service availability, please contact Xmbhosting: