Service Level Agreement

1. Service availability guarantee

We guarantee 99.9% monthly availability for core paid hosting services, subject to the exclusions in this SLA. The guarantee applies to availability of the hosting infrastructure we control and does not guarantee that every bot, website, web application, script, external dependency, third-party platform, or user configuration will remain online at all times.

2. Planned maintenance

We may perform planned maintenance to improve security, performance, capacity, and stability. When practical, planned maintenance will be announced in advance through the website, Discord, dashboard, or another reasonable channel. Some maintenance may require restarts, temporary downtime, or service movement.

3. Emergency maintenance

Emergency maintenance may happen without advance notice when needed to fix security issues, abuse, network problems, hardware problems, data integrity risks, or critical software issues. We will work to restore affected services as quickly as reasonably possible.

4. Support standards

Critical platform-wide issues are prioritized first. We try to respond to urgent infrastructure problems quickly and handle non-critical requests in a reasonable time. Support times may vary depending on queue size, investigation needs, user cooperation, abuse reviews, and issue complexity.

5. What is not covered

The availability guarantee does not cover planned maintenance, emergency maintenance, upstream provider outages, Discord outages, payment provider issues, DDoS attacks, user code errors, third-party dependency or integration issues, misconfiguration, resource exhaustion caused by your workload, violations of our rules, suspensions, force majeure events, or problems outside our reasonable control.

We are not responsible for outages, limits, bans, API failures, authentication issues, or platform-side problems caused by Discord, Roblox, third-party APIs, third-party libraries, plugins, external integrations, or changes made by external platforms.

6. Service credits

For paid services covered by the 99.9% availability guarantee, we will provide an appropriate service credit when confirmed monthly availability falls below 99.9% because of an infrastructure issue within our reasonable control and the downtime is not excluded by this SLA. Service credits are not cash refunds and may be limited to the affected service and billing period. Free hosting, credits, rewards, and promotional services are not covered by the availability guarantee and are not eligible for monetary service credits.

7. User responsibilities

You must keep backups of important files, use resources responsibly, provide accurate information in support requests, follow the Terms of Service and Fair Use Policy, keep account credentials private, and avoid running workloads that harm other users or the platform.

8. Reporting issues

To report an issue, contact support with your account details, affected server, approximate timestamps, error messages, recent changes, and steps to reproduce where possible. Missing information can delay investigation.

9. Changes

We may update this SLA as our platform changes. The latest version will be posted on this page with the last updated date.

10. Contact

For SLA questions or service issues, contact Support@xsystemshosting.com or open a ticket through discord.gg/xsystems. Legal complaints or notices should be sent to legal@xsystemshosting.com.