Effective Date: 01 December 2022
Introduction
This Service Level Agreement (SLA) outlines our commitment to delivering high-quality services to our customers at DataXpie Cloud. The agreement sets forth the uptime guarantees, service availability, and responsibilities for both parties.
Service Uptime Commitment
DataXpie Cloud guarantees a service uptime of 99.9% for all hosting services, excluding scheduled maintenance and software updates. This commitment reflects our dedication to providing reliable services to our customers.
Definition of Service Outages
A service outage is defined as a web server crash or a situation where the server does not respond, exceeding a specific duration (e.g., five minutes). During a service outage, we will take all necessary measures to restore services promptly.
Exclusions from Uptime Guarantee
The following situations are excluded from our uptime guarantee:
Scheduled Maintenance: Regular maintenance, software updates, and system upgrades may result in temporary service interruptions. We will notify customers in advance regarding scheduled maintenance.
Force Majeure Events: Circumstances beyond our control, such as natural disasters, acts of terrorism, or other unforeseen events, may impact service availability. We will not be liable for interruptions caused by force majeure events.
User-Induced Issues: Issues resulting from user actions, including improper configurations or third-party software installations, are not covered under this SLA.
Communication of Service Issues
In the event of a service issue, we will communicate with our customers through the following channels:
Email Notifications: We will notify users via email regarding any significant outages or disruptions affecting their services.
Status Page Updates: Our dedicated status page will provide real-time updates on service availability and ongoing issues.
Social Media Announcements: We may utilize our social media channels to inform users about service disruptions and resolutions.
Compensation for Service Outages
While we strive to maintain our uptime guarantee, we do not provide compensation for service outages. However, we will take all necessary actions to minimize downtime and restore services as quickly as possible.
Monitoring and Reporting
We actively monitor our services to ensure compliance with the uptime guarantee. Reports regarding service availability and performance metrics will be made available upon request.
Customer Responsibilities
To ensure optimal service performance, customers are responsible for the following:
Account Management: You are responsible for maintaining the security of your account credentials and reporting any unauthorized access immediately.
Compliance with Policies: You must adhere to our Acceptable Use Policy and other related policies to maintain service integrity.
Regular Backups: We recommend that customers perform regular backups of their data to safeguard against potential data loss.
Limitations of Liability
DataXpie Cloud shall not be liable for any indirect, incidental, or consequential damages arising from service outages or performance issues. Our liability is limited to the total amount paid for the services during the period in which the liability arose.
Review and Modifications
We reserve the right to review and modify this SLA at any time without prior notice. Any changes will be communicated to our customers through updates to this document.
Contact Us
For any inquiries regarding this Service Level Agreement, please contact us at:
Email: support[at]dataxpie[dot]com