Service Level Agreement
At XLC, we are committed to ensuring that your servers are consistently up and running, connected, and problem-free.
This level of service is included at no additional cost with every dedicated server package.
99.99% Network & Power Uptime
Our first response time typically falls within 15–30 minutes. However, we guarantee that you will never wait more than 90 minutes for a response after submitting a request through our client panel. Our dedicated support team is always ready to assist you promptly and efficiently.
24/7 Services Availability
Our services are available around the clock, every day of the year. Our monitoring systems continuously track server performance and our support team is always on standby to address any issues that may arise, ensuring your operations never stop.
60 Minutes Quick Response Promise
Our first response time typically falls within 15–30 minutes. However, we guarantee that you will never wait more than 90 minutes for a response after submitting a request through our client panel. Our dedicated support team is always ready to assist you promptly and efficiently.
Credit compensation
We value service experience and offer credit compensation based on uptime and power performance as follows
| UPTIME | <99.99% | <99.9% | <99% |
|---|---|---|---|
| Network | 30% credit back | 50% credit back | 80% credit back |
| Power | 30% credit back | 50% credit back | 80% credit back |
Please note that planned maintenance does not diminish the SLA allowance.
Maximum compensation is limited to the amount of one monthly payment.
Guaranteed response times
We understand the importance of timely hardware support. Our Guaranteed response time for replacement hardware components are as follows:
| Replacement | US | ASIA | EUROPE |
|---|---|---|---|
| Hardware component | 3 hours | 3 hours | 3 hours |
| Server | 3 hours | 3 hours | 3 hours |