Service Level Agreement

Last Updated: May 08, 2025

This Service Level Agreement ("SLA") defines the level of service Xenum Hosting commits to providing to its customers. This SLA applies to all shared hosting plans, including Basic, Pro, and Enterprise plans, unless otherwise specified.

1. Uptime Guarantee

Xenum Hosting guarantees a 99.9% uptime for its hosting services, measured on a monthly basis. Uptime is defined as the availability of our servers to serve your website to the public internet, excluding scheduled maintenance or events outside our control.

  • Scheduled Maintenance: Announced in advance and typically performed during off-peak hours.
  • Exclusions: Downtime caused by customer actions, third-party services, or force majeure events (e.g., natural disasters, cyberattacks beyond our control).

2. Service Credits

If Xenum Hosting fails to meet the 99.9% uptime guarantee in any given month, customers may request a service credit as follows:

  • Uptime 99.0% - 99.8%: 10% of the monthly hosting fee.
  • Uptime 98.0% - 98.9%: 20% of the monthly hosting fee.
  • Uptime below 98.0%: 50% of the monthly hosting fee.

To request a credit, contact [email protected] within 30 days of the downtime event. Credits are applied to future invoices and are not refundable as cash.

3. Support Services

Xenum Hosting provides 24/7 customer support via live chat, email, and phone. Response times vary by plan:

  • Basic Plan: Initial response within 4 hours for email tickets.
  • Pro and Enterprise Plans: Initial response within 1 hour for email tickets; priority live chat and phone support.

Support covers issues related to our hosting infrastructure, server configuration, and account management. Support does not include custom development, third-party software issues, or website design.

4. Backups

Xenum Hosting provides backup services as follows:

  • Basic Plan: Weekly backups, retained for 7 days.
  • Pro Plan: Daily backups, retained for 14 days.
  • Enterprise Plan: Daily and on-demand backups, retained for 30 days.

While we strive to maintain reliable backups, customers are responsible for maintaining their own backups to ensure data integrity.

5. Security

Xenum Hosting implements industry-standard security measures, including free SSL certificates, DDoS protection, and CpGuard malware scanning. Customers are responsible for securing their own websites and applications.

6. Limitations

This SLA does not cover:

  • Downtime caused by customer actions, such as misconfigurations or violations of the Acceptable Use Policy.
  • Issues with third-party services, such as domain registrars or external DNS providers.
  • Performance issues due to customer website code or excessive resource usage.

7. Changes to the SLA

Xenum Hosting may update this SLA at any time. Changes will be posted on this page, and continued use of our services constitutes acceptance of the updated agreement.

8. Contact Information

For questions or concerns regarding this SLA, please contact us at:

Email: [email protected]

Phone: +20 106 210 1608

WhatsApp: +20 106 210 1608