1. Scope of Agreement
This Service Level Agreement ("SLA") is incorporated into the Master Services Agreement between XYL HOST and the Client. This SLA applies to all active Virtual Private Servers (VPS), Dedicated Cloud Nodes, and Web Hosting accounts hosted within our Tier-3 Dhaka and Vienna datacenter clusters.
2. 99.9% Network Uptime Guarantee
XYL HOST guarantees that its core routing fabric, upstream transit links, and internal datacenter switches will be operational and reachable from the public Internet at least 99.9% of the time in any given calendar month (translating to less than 43 minutes of unscheduled downtime per month).
3. Service Credit Calculation Table
If unscheduled infrastructure network downtime causes availability to fall below 99.9% in any calendar month, the client is eligible to claim service credits applied toward future WHMCS billing renewals:
| Monthly Network Availability | SLA Service Credit Ratio |
|---|---|
| 99.5% to 99.89% | 10% of monthly subscription fee |
| 99.0% to 99.49% | 25% of monthly subscription fee |
| 98.0% to 98.99% | 50% of monthly subscription fee |
| Below 98.0% | 100% of monthly subscription fee |
4. Hardware Replacement SLA (Dedicated Servers)
For Dedicated Bare Metal servers, XYL HOST guarantees that identified faulty hardware components (failed NVMe drive, faulty RAM DIMM, power supply unit) will be replaced within two (2) to four (4) hours of diagnosis by our on-site Tier-3 datacenter engineering team.
5. Anti-DDoS Scrubbing Capacity
XYL HOST provisions real-time Layer 3/4 and Layer 7 automated DDoS protection on all hosting nodes with a scrubbing capacity of up to 4.8 Tbps. Legitimate traffic is prioritized and scrubbed with zero packet inspection latency.
6. SLA Exclusions
Downtime caused by the following circumstances shall not count toward SLA calculations and is not eligible for service credits:
- Scheduled maintenance announced at least twenty-four (24) hours in advance via email or the status portal.
- Client software errors, misconfigured iptables/firewalls, application-level memory exhaustion, or customized Linux kernels.
- Upstream submarine cable breaks outside the control of XYL HOST's transit providers.
- Account suspension due to non-payment or AUP abuse violations.
7. Submitting an SLA Credit Claim
To claim an SLA credit, submit a ticket to the Billing Department via the WHMCS Client Area within seven (7) days of the incident, including traceroutes, timestamps, and server IP details.