Service Level Agreement (SLA)
Effective Date: 27th May 2024
This Service Level Agreement (“SLA”) outlines the commitment of XiteNodes - Netpool Technologies Private Limited to deliver exceptional service for the following offerings: Minecraft Servers, VPS Hosting, Xite Shield, and Xite Cloud Services.
Uptime Commitment
We guarantee 99.9% monthly uptime across all covered services, excluding the exceptions outlined below. Our robust infrastructure and proactive monitoring allow us to consistently exceed expectations. However, certain controlled and uncontrollable events are not included in uptime calculations.
Support & Response Times
- Critical Issues: Response within 2 hours via Phone Support.
- Non-Critical Issues: Response within 12 hours via Discord Ticket.
- General Inquiries: Response within 48 hours via Email or Ticket Portal.
Compensation Policy
- ≤ 30 Minutes Downtime: No compensation.
- 30–45 Minutes Downtime: ₹100 credit to Xite Wallet.
- 45 Minutes – 2 Hours: 2-day service extension.
- 2 – 12 Hours: 2-day extension + ₹500 credit.
- > 12 Hours: Choice between a 75% refund or half-month service extension.
Note: Compensation is valid only for services under SLA. Budget Series Servers are excluded and carry no uptime guarantee.
Exclusions & Limitations
The SLA does not apply to downtime or service interruptions caused by:
- Scheduled maintenance (notified via Discord & Email).
- Force Majeure events such as natural disasters, backbone-level internet disruptions, or large-scale attacks (>100 Gbps).
- Misuse, misconfiguration, or other client-induced issues.
- Downtime less than or equal to 45 minutes.
Monitoring & Reporting
Uptime and service status are tracked through internal tools and transparently shared via Discord announcements and Email notifications. Clients are encouraged to follow both channels to stay informed.
Support Hours & Channels
Our support team is available during business hours through the following channels:
- Discord
- Ticket System
Disclaimer
This SLA is meant as a service commitment and does not represent a legally binding agreement. All compensations are issued at the sole discretion of XiteNodes' management, and we reserve the right to modify the terms without prior notice.
XiteNodes uses enterprise-grade infrastructure and a proprietary Xite Edge Architecture to maintain world-class reliability. Our track record speaks volumes—but we believe in promising only what we can deliver.