This Service Level Agreement (“SLA”) describes the operational uptime target for eligible Excelax shared-hosting services. It forms part of the Terms of Service.
1. Uptime target
Excelax operates eligible shared-hosting services toward a target of 99.9% network and hosting-platform availability during each calendar month. This is an operational target, not a guarantee of uninterrupted service.
2. Measurement
Availability is assessed using Excelax monitoring at the shared-hosting platform boundary. A service is unavailable when the platform is unable to serve network requests because of an issue within systems under our operational control. Individual website errors, slow application code, DNS propagation, or customer configuration do not by themselves establish platform unavailability.
3. Exclusions
The uptime calculation excludes:
- scheduled or emergency maintenance;
- customer code, content, configuration, credentials, DNS settings, or resource exhaustion;
- registrar, registry, Cloudflare, upstream network, payment, internet, or third-party failures outside our reasonable control;
- attacks, abuse mitigation, legal or regulatory action, and suspension under the Terms or Acceptable Use Policy;
- force-majeure events, including widespread infrastructure, power, cable, or telecommunications failures; and
- beta, trial, free, or unsupported services.
4. Maintenance
We aim to schedule planned maintenance to reduce disruption and provide notice where reasonably practicable. Emergency maintenance may be performed without advance notice where necessary to protect security, integrity, or availability.
5. Incident reporting
Customers should report suspected outages through the authenticated ticket system with the affected service, domain, timestamps, symptoms, and diagnostic information. Prompt reports help us investigate but do not determine the monitoring result.
6. No automatic service credits
The 99.9% figure is a service objective and does not create automatic refunds or service credits. Where appropriate, Excelax may provide a discretionary remedy without admitting liability or creating a continuing obligation.
7. Customer continuity measures
Customers are responsible for maintaining independent backups of critical data, monitoring their applications, securing credentials, and designing any required redundancy. Shared hosting is not intended for workloads requiring contractual high availability or fault-tolerant architecture.
8. Changes
We may update this SLA when platform architecture or service scope changes. Material changes will be posted with a revised effective date.