Service Level Agreement
This Service Level Agreement explains the reliability goals and support standards for X Systems Hosting, powered by X Systems. It applies to our hosting platform, website, panel access, free Discord bot hosting, paid Minecraft hosting, and related services unless a separate written agreement says otherwise.
1. Service availability goal
We aim to provide 99.9% monthly availability for core hosting services. This is a service goal, not a guarantee that every bot, Minecraft server, plugin, script, external dependency, Discord service, 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 goal does not cover planned maintenance, emergency maintenance, upstream provider outages, Discord outages, Minecraft authentication or service issues, payment provider issues, DDoS attacks, user code errors, plugin or mod 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, we may review service credit requests where a confirmed infrastructure issue caused significant service unavailability and the issue was not excluded by this SLA. Credits are not automatic, are not cash refunds, and may be limited to the affected service or billing period. Free hosting, credits, rewards, and promotional services 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 oriveth@corexbot.xyz or open a ticket through discord.gg/xsystems.