1. Overview

This Service Level Agreement ("SLA") describes XMB Hosting's general commitment to the availability and reliability of eligible hosting services.

The SLA applies only to services specifically covered by an applicable XMB Hosting service agreement or plan.

2. Service Availability

XMB Hosting aims to maintain high availability across its hosting infrastructure.

Availability is measured on a monthly basis and applies to the underlying eligible XMB Hosting infrastructure and network.

3. Scheduled Maintenance

XMB Hosting may perform scheduled maintenance when required to maintain, upgrade or secure infrastructure.

Where reasonably possible, planned maintenance will be communicated to customers in advance.

Scheduled maintenance may not count as downtime for the purpose of SLA availability calculations.

4. Downtime

For purposes of this SLA, downtime generally means a period during which an eligible hosting service is unavailable due to an issue within XMB Hosting's infrastructure or network.

Examples of infrastructure downtime

• Complete loss of connectivity to an eligible hosting service.
• Infrastructure failures preventing access to the affected service.
• Network failures within XMB Hosting's controlled infrastructure.

Customer-side issues

Problems caused by customer configurations, applications, plugins, mods, server software, scripts or other customer-controlled components are generally not considered infrastructure downtime.

5. SLA Exclusions

SLA availability does not normally include interruptions caused by:

• Scheduled maintenance.
• Emergency maintenance.
• Customer actions or configuration.
• Customer-installed software, plugins or mods.
• Attacks or malicious activity originating from or targeting a customer service.
• DDoS attacks or other external attacks, where mitigation or protective action is required.
• Failures of third-party networks or services outside XMB Hosting's reasonable control.
• Internet connectivity issues outside the XMB Hosting network.
• Events beyond reasonable control, including force majeure events.
• Suspension or termination resulting from a violation of XMB Hosting policies.

6. Monitoring

XMB Hosting may monitor infrastructure availability, network performance and system health to identify outages and technical issues.

Customers may also use the XMB Hosting status page to view information concerning known infrastructure incidents.

Status information is available through the XMB Hosting status page.

7. Service Credits

If XMB Hosting fails to meet the applicable SLA availability commitment for an eligible service, the customer may be entitled to a service credit, subject to the conditions of this SLA.

Service credits are calculated only against the affected eligible service and do not automatically apply to unrelated services or accounts.

8. Service Credit Claims

Customers who believe they qualify for an SLA credit should contact XMB Hosting support and provide sufficient information to identify the affected service and relevant incident.

Claims should be submitted within a reasonable period after the relevant incident or billing period.

XMB Hosting may review monitoring records, infrastructure logs and other relevant technical information when evaluating a claim.

9. Technical Support

XMB Hosting provides customer and technical support through the available support channels.

Support may include assistance with:

• Hosting infrastructure issues.
• Server connectivity.
• Panel-related issues.
• Basic hosting configuration.
• Service interruptions affecting XMB Hosting infrastructure.

Support does not guarantee troubleshooting or configuration of third-party software, plugins, mods or custom applications.

10. Changes to This SLA

XMB Hosting may update this SLA when necessary to reflect changes to infrastructure, services, operational practices or applicable requirements.

The current version published on this page represents the latest version applicable to covered services.

11. Contact XMB Hosting

If you believe your service experienced an eligible outage or you have questions regarding this SLA, please contact our support team.