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Service Level Agreement

This Service Level Agreement (“SLA”) sets forth the service sub-levels and performance standards provided by mxNAP (“the Company,” “we,” “us,” or “our”) to the Customer (“you,” “your”). This agreement applies to our web hosting services, including shared hosting, VPS, dedicated servers, colocation, and public cloud services.

1. Service Commitment

mxNAP is committed to providing a reliable and high-quality hosting environment. We guarantee a Monthly Uptime Percentage of 99.9%. If we fail to meet this guarantee, you may be eligible to receive a Service Credit as outlined below.

2. Definitions
  • Monthly Uptime Percentage: Calculated by subtracting from 100% the percentage of minutes during a calendar month in which the Services were in a state of “Downtime.”
  • Downtime: The period in which your hosted service is completely unreachable via the public internet due to a failure in mxNAP’s infrastructure or network.
  • Scheduled Maintenance: Periods of downtime where mxNAP provides at least 24 hours’ notice for infrastructure upgrades or repairs.
  • Emergency Maintenance: Critical maintenance required to address immediate security threats or hardware failures where prior notice may not be possible.
3. Service Credits

In the event that mxNAP fails to maintain the 99.9% Uptime Commitment, Service Credits will be issued to your account for downtime exceeding the guarantee. For each full hour of Downtime in a calendar month (beyond what is permitted under the 99.9% Monthly Uptime Percentage), you will be eligible for a credit equal to 5% of the monthly recurring fee for the affected service, up to a maximum of 50% of the monthly recurring fee for that month.

Service Credits are applied to the next billing cycle and are not provided as cash refunds. Partial hours may be rounded down to the nearest full hour for the purposes of calculating Service Credits.

4. Support Response Times

mxNAP is committed to providing timely assistance. Our target initial response times for support tickets are as follows:

  • Critical (Service Down): Initial response within 1 hour.
  • High (Significant degradation): Initial response within 4 hours.
  • Normal (General inquiries/Requests): Initial response within 12–24 hours.
5. Exclusions

The Uptime Commitment and Service Credits do not apply to downtime or service issues resulting from:

  • Scheduled Maintenance or Emergency Maintenance.
  • Customer-side issues, including but not limited to, custom scripts, third-party software, or misconfiguration of control panels (cPanel, Plesk, Enhance).
  • Third-party software and services (including cPanel and Plesk) where the issue is beyond mxNAP’s reasonable control.
  • Account suspension due to non-payment or violations of our Terms of Service.
  • External network congestion or failures outside of mxNAP’s immediate infrastructure.
  • Distributed Denial of Service (DDoS) attacks against the Customer’s site or services, or other malicious activity.
  • Force Majeure events (natural disasters, acts of war, or government actions).
  • Issues with third-party licenses (SSL, VPN, or control panel licensing) provided by external vendors.
6. Infrastructure and Hardware

For Dedicated Servers and Colocation, mxNAP guarantees the replacement of failed hardware components within 4 hours of problem identification. This guarantee covers the hardware itself and does not include the time required to restore data from backups or re-install operating systems.

7. Claim Procedures

To receive a Service Credit, you must submit a written request via our support portal within seven (7) business days of the end of the month in which the downtime occurred. The request must include:

  1. Your account name/ID.
  2. Dates and times of the claimed downtime.
  3. Logs or trace routes showing the service interruption.

Once verified, mxNAP will apply the credit to your account during the following billing period.

8. Sole Remedy

This SLA provides your sole and exclusive remedy for any service interruptions or performance issues. mxNAP shall not be liable for any consequential, indirect, or incidental damages arising from service unavailability.

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