Service Level Agreement (SLA)

1. Uptime Guarantee

EclipsiumX guarantees a monthly uptime of:

• 99.9% uptime for VPS (HostVerse)
• 99.9% uptime for Web Hosting (WebVerse)

Uptime is calculated monthly and excludes scheduled maintenance, emergency maintenance, DDoS attacks, force majeure events and issues caused by user configurations.

2. Scheduled Maintenance

Scheduled maintenance is announced at least 24 hours in advance and does not count as downtime. Emergency maintenance may occur without prior notice when required to protect infrastructure or user data.

3. Support Response Times

Support is available via tickets and email. Estimated response times:

• Critical issues: 1–4 hours
• High priority: 4–12 hours
• General support: 12–24 hours
• Billing: 24–48 hours

4. Service Credits

If uptime falls below the guaranteed level, users may request service credits:

• 99% – 99.9% uptime: 10% credit
• 98% – 99% uptime: 25% credit
• Below 98% uptime: 50% credit

Credits apply only to the affected service and billing cycle. Refunds are not provided under SLA; only credits.

5. Exclusions

SLA does not apply to downtime caused by:

• user misconfiguration or software errors
• third‑party scripts, plugins or applications
• DDoS attacks or malicious traffic
• force majeure events
• network issues outside our datacenter
• scheduled or emergency maintenance

6. User Responsibilities

Users must:

• maintain secure passwords and access controls
• keep software updated
• avoid abusive resource usage
• follow the Acceptable Use Policy (AUP)
• configure backups when needed

7. Requesting SLA Credits

SLA credit requests must be submitted within 7 days of the incident to:
[email protected]

Requests must include:

• account email
• affected service
• date and time of downtime
• any logs or screenshots (optional)

8. Policy Updates

EclipsiumX may update this SLA at any time. Continued use of services implies acceptance of the latest version.