Last updated: July 30, 2026
1. Scope
This Service Level Agreement ("SLA") applies to web hosting services provided by Xponzy Tech LLC ("Xponzy") to clients with accounts in good standing. It forms part of our Terms of Service. It does not apply to free or trial services, to professional services such as web development or migrations, or to products operated by third parties.
2. Network Uptime Objective
Xponzy targets 99.9% network availability for hosting services, measured monthly per calendar month. "Network availability" means that the hosting server is reachable from the public internet through our network. A service is considered unavailable when it fails to respond to our monitoring for two or more consecutive minutes, excluding the events listed in the Exclusions section. Availability for a month is calculated as the total minutes in the month minus unavailable minutes, divided by the total minutes in the month, expressed as a percentage.
3. Measurement
Availability is measured by Xponzy's own monitoring systems, which probe services at regular intervals from multiple network locations. Our monitoring records are the authoritative source for SLA calculations. If you believe your experience differs materially from our records, include your own evidence, such as timestamps and third-party monitoring reports, with your claim, and we will review it in good faith.
4. Service Credits
If network availability for your hosting service falls below the objective in a calendar month, you are eligible for a credit calculated against the monthly fee of the affected service, according to the following table. For services billed on longer cycles, the monthly fee is the billed amount divided by the number of months in the cycle.
| Measured monthly availability | Service credit |
|---|---|
| Below 99.9% and at or above 99.0% | 5% of the monthly fee |
| Below 99.0% and at or above 95.0% | 10% of the monthly fee |
| Below 95.0% | 25% of the monthly fee |
Credits are applied to future invoices for the affected service. Credits are not redeemable for cash, do not accumulate beyond 25% of the monthly fee for any single month, and are the sole and exclusive remedy for availability shortfalls. Credits are not issued for accounts with overdue invoices at the time of the incident or of the claim.
5. How to Claim a Credit
To request a credit, open a ticket through the support portal at https://xponzy.com/submitticket.php within thirty days of the end of the month in which the incident occurred. Include the affected service, the dates and times of the unavailability you observed, and any supporting evidence. We will review the claim against our monitoring records and respond with the outcome. Approved credits appear on a subsequent invoice.
6. Exclusions
The following do not count as unavailability and are excluded from SLA calculations:
- Scheduled maintenance, announced in advance through the client portal or our status communications, and emergency maintenance reasonably required to protect the platform;
- Force majeure events, including natural disasters, widespread power or telecommunications failures, acts of government, and large-scale internet outages beyond our control;
- Attacks and abuse, such as denial-of-service attacks, where we take reasonable steps to mitigate;
- Client-side causes, including issues caused by your applications, scripts, configurations, resource limits being exceeded, DNS settings you manage, or actions of persons you allowed to access the account;
- Suspensions applied under the Terms of Service or the Acceptable Use Policy, including for non-payment;
- Third-party services. Services operated by third parties are governed by the availability commitments of their providers, not by this SLA. In particular, the availability of Google Workspace is governed exclusively by Google's own service level agreement and terms, available from Google at workspace.google.com. Xponzy support services related to Google Workspace are covered by the support response targets below, but Xponzy does not warrant the availability of Google Workspace itself.
7. Support Response Targets
We aim to provide a first meaningful response to support tickets within the targets below, according to the priority assigned to the ticket. Priorities are assigned based on impact; we may adjust a ticket's priority to reflect its actual impact. Targets for critical issues apply around the clock; targets for other priorities are measured during business hours.
| Priority | Typical situation | Target first response |
|---|---|---|
| Critical | Service down or unusable for all users; data loss in progress | 2 hours |
| High | Major functionality degraded; significant business impact | 4 hours |
| Normal | Non-critical issues, configuration requests, general questions | 8 hours |
| Low | Minor requests, cosmetic issues, informational inquiries | 24 business hours |
Response targets refer to the first substantive reply from our team, not to full resolution, which depends on the nature of the issue. Response targets are objectives, not guarantees, and no service credits attach to them.
8. Changes
We may update this SLA as our services evolve. Material changes will be announced with reasonable notice and take effect for subsequent billing periods. Questions about this SLA can be sent through our contact form at https://xponzy.com/contact.php.
