Service Level Agreement

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Last Updated: 27th March, 2025

1. Overview

This Service Level Agreement (SLA) outlines the level of service provided by Excelax. It sets expectations regarding service uptime, support response times, and compensation for service disruptions.

2. Service Commitment

Excelax guarantees a 99.9% uptime for hosting services. This uptime commitment excludes scheduled maintenance and events beyond our control.

3. Support Availability

  • Support is available 24/7 via email and ticket system.
  • Live chat support is available from 9:00 AM to 6:00 PM (GMT).
  • Critical issues are addressed within 1 hour; general inquiries within 24 hours.

4. Compensation for Downtime

If uptime falls below 99.9% in a given month, customers may request service credits as follows:

  • 99.0% – 99.8% uptime: 5% service credit.
  • 98.0% – 98.9% uptime: 10% service credit.
  • Below 98.0% uptime: 20% service credit.

5. Exclusions

The SLA does not apply to downtime caused by:

  • Scheduled maintenance (prior notice will be provided).
  • Customer misconfigurations or software errors.
  • Force majeure events (e.g., natural disasters, cyberattacks).

6. Requesting Service Credits

To claim service credits, customers must submit a request within 7 days of the downtime incident by emailing support@excelax.com.

7. Contact

For SLA-related inquiries, please contact us at support@excelax.com.

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