Service Level Agreement

Last modified April 26th, 2024

Introduction

This Service Level Agreement ("SLA") applies to you ("you", "your", "customer", "client") and applies to anyone currently using Xentain Solutions Inc. ("we", "our") services.

This Service Level Agreement applies to all of our products.

SLA Coverage

We will compensate if anything mention below is affected.

• Uptime - We guarantee an uptime of 99.9% of all of our paid services.
• Downtime - Downtime is calculated per 1 hour. For every 1 hour of downtime on the said paid service, you will receive one extra day on that service.

Free services are not covered and will not be compensated for any downtime.

SLA Limitations

We will not compensate for anything mentioned below.

• Act of God - Any events that are beyond our control including fire, flood, strike, embargo, sabotage, nuclear attack, labor disturbance, virus, hackers, electric power, etc.
• Maintenance or Emergencies - Any notice will be sent out via our Discord Server and by Email beforehand. If in an emergency, we will do what's necessary. If a scheduled maintenance period goes over the scheduled time, you may request compensation for the extra downtime.
• Software - In the event of a software update affecting your service, we will attempt to assist you with fixing the problem but cannot guarantee anything.
• Interruptions caused by the client - we will not compensate for any interruption caused by the customer.
• Resources - If we do not have sufficent resources to provision a service, we will notify the customer and issue a full refund if requested.
• Exceeding allocated resources - Interruptions due to the affected service using more resources than allocated are not covered.
• DoS/DDoS Attacks - If a service is down due an influx of requests or a DoS/DDoS attack, any downtime caused by this will not be compensated.
• Free Services - Any free services or trials we provide will not be compensated for any downtime. This includes any free transit services we provide.

Compensation

In the event we are required to compensate, the client will be compensated as per the terms below:

• Any requests for compensation must be made within one week (seven days) of the customer's said incident by opening a support ticket on our website or Discord Server.
• The compensation amount must not exceed the monthly service charge.
• The outcome of compensation requests will be decided at the sole discretion of Xentain Solutions Inc.
• We will deny any compensation requests if we believe the client has purposely attempted to cause a service disruption, or if we believe the client is abusing our services.