Service Level Agreement

1. Uptime Commitment

Axite Cloud guarantees 99.9% uptime for all hosting services on a monthly basis. Uptime is measured as the percentage of time the server hardware and network are operational and accessible within a calendar month.

This commitment applies to the core infrastructure managed by Axite Cloud, including server hardware, network connectivity, and power supply.

2. Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

• Scheduled maintenance windows that are communicated at least 24 hours in advance
• Emergency maintenance required to address critical security vulnerabilities
• Downtime caused by customer actions, misconfigurations, or third-party software
• Force majeure events (natural disasters, power grid failures, ISP outages beyond our control)
• DDoS attacks that exceed our mitigation capacity despite best efforts
• DNS propagation delays or issues with third-party DNS providers

3. Service Credits

If monthly uptime falls below our 99.9% guarantee, eligible customers may request service credits based on the following schedule:

• 99.0% – 99.9% uptime: 10% credit of monthly service fee
• 95.0% – 98.9% uptime: 25% credit of monthly service fee
• 90.0% – 94.9% uptime: 50% credit of monthly service fee
• Below 90.0% uptime: 100% credit of monthly service fee

Service credits are applied to the next billing cycle and are not redeemable for cash refunds. The maximum credit in any billing period shall not exceed 100% of the monthly service fee for the affected service.

4. Claiming Credits

To request a service credit, you must:

• Submit a request within 7 days of the incident via Discord or email
• Provide the date, time, and duration of the downtime
• Include any relevant evidence such as monitoring logs or screenshots

Axite Cloud will review all claims within 5 business days. We will verify the reported downtime against our internal monitoring data and respond with a determination.

5. Scheduled Maintenance

Routine maintenance is necessary to ensure optimal performance and security. Axite Cloud follows these guidelines:

• Maintenance windows are scheduled during off-peak hours when possible
• Customers will be notified at least 24 hours in advance via Discord or email
• Maintenance is typically completed within 2 hours
• Emergency patches may be applied immediately if a critical security threat is identified

6. Support Response Times

We aim to provide timely support based on issue severity:

• Critical (service completely down): Response within 1 hour
• High (significant performance degradation): Response within 4 hours
• Medium (partial functionality affected): Response within 12 hours
• Low (general inquiries): Response within 24 hours

Support is available 24/7 through our Discord server. Response times are measured from the time the issue is reported to the time of first meaningful response.

7. Contact

For SLA-related inquiries or to submit a service credit claim:

Email: support@axite.cloud
Discord: discord.gg/aBDr5GkuqR