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Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes XenonCloud’s commitments for service availability and the credits available to eligible customers when we do not meet those commitments.

Covered services

This SLA applies to XenonCloud cloud servers and VPS instances in our standard regions. Certain services (such as beta features or dedicated hardware) may have separate or additional SLAs.

Availability commitment

XenonCloud will use commercially reasonable efforts to ensure that covered services are available with a monthly uptime percentage of at least 99.9%.

Definition of uptime

“Uptime” refers to the ability to:

  • Reach the public IP address of your instance over the public internet; and
  • Access the XenonCloud virtualization layer that powers your instance.

Uptime does not include downtime caused by:

  • Customer configuration changes or actions (e.g., firewall rules, kernel changes).
  • Customer application errors, bugs, or resource exhaustion.
  • Planned maintenance within published maintenance windows.
  • Network issues outside XenonCloud’s direct control (e.g., upstream carrier outages).
  • Force majeure events such as natural disasters or large-scale internet disruptions.

Service credits

If we do not meet the monthly uptime percentage, you may be eligible to receive a service credit, calculated as a percentage of your monthly bill for the affected service:

  • < 99.9% and ≥ 99.0% uptime – 10% service credit
  • < 99.0% and ≥ 95.0% uptime – 25% service credit
  • < 95.0% uptime – 50% service credit

Service credits are applied as a discount on future invoices and are not refundable as cash.

Requesting a credit

To request a service credit, you must open a ticket via the client panel no later than thirty (30) days after the end of the month in which the incident occurred. Your request should include:

  • Affected instance ID(s).
  • Dates and approximate times of the outage.
  • Any relevant logs, traceroutes, or monitoring data you have.

We will evaluate your claim using our internal logs and monitoring systems and will apply any approved credits to your account.

Limitations

Service credits:

  • Are the customer’s sole and exclusive remedy for failure to meet this SLA.
  • Will not exceed 50% of the monthly fees paid for the affected service.
  • Do not apply to free, trial, or promotional services.

Changes to this SLA

XenonCloud may update this SLA from time to time. When we make changes, we will post the updated version on this page and update the effective date. Continued use of our services constitutes acceptance of the updated SLA.