CloudExa-Hosting Ltd is a private limited company registered in England and Wales.
Company number: 16504313
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
This Service Level Agreement explains the service availability targets, support commitments, exclusions, and service credit process for eligible CloudExa-Hosting services.
This SLA forms part of the CloudExa-Hosting Terms of Service. If this SLA conflicts with the Terms of Service, the Terms of Service will apply unless a written service-specific agreement signed or expressly accepted by CloudExa-Hosting says otherwise.
In this SLA:
- "CloudExa-Hosting", "we", "us", and "our" mean CloudExa-Hosting Ltd.
- "Customer", "you", and "your" mean the account holder for the affected Service.
- "Service" or "Services" means any eligible game hosting, VPS hosting, VDS hosting, Semi-Dedicated Server hosting, Extreme Dedicated plan, dedicated server, bare metal server, Discord bot hosting, colocation service, or related hosting service provided by CloudExa-Hosting.
- "Covered Service" means a paid active Service that is eligible for SLA credits under this document.
- "Monthly Recurring Fee" means the recurring monthly service fee for the affected Covered Service, excluding setup fees, licence fees, one-off fees, account credit, discounts, overage charges, bandwidth charges, remote hands charges, domain fees, software fees, and third-party charges.
- "Downtime" means a period during which the Covered Service is unavailable because of a qualifying CloudExa-Hosting network, power, or infrastructure issue within our direct control.
- "Service Credit" means account credit applied to your CloudExa-Hosting billing account. It is not a cash refund.
1. Scope
1.1 This SLA applies only to eligible paid Services that are active, in good standing, and not suspended, terminated, cancelled, overdue, or in breach of the Terms of Service.
1.2 This SLA covers availability of CloudExa-Hosting controlled network, power, and core hosting infrastructure as described in this document.
1.3 This SLA does not guarantee that your specific game server, software, plugin, modpack, database, bot, application, operating system, configuration, customer-owned hardware, or third-party service will always work correctly.
1.4 Plan-specific service descriptions, quotes, invoices, or written agreements may provide different service levels or exclusions. Where a service-specific SLA is agreed in writing, that service-specific SLA will apply to the affected Service.
1.5 Nothing in this SLA limits any statutory rights, consumer rights, or liabilities that cannot legally be excluded or limited.
2. Availability Target
2.1 For eligible Covered Services, CloudExa-Hosting aims to provide 99.8% monthly network availability.
2.2 Availability is measured per calendar month for the affected Covered Service.
2.3 Availability is calculated as:
Total minutes in the calendar month minus qualifying Downtime, divided by total minutes in the calendar month.
2.5 Downtime ends when the affected CloudExa-Hosting controlled network, power, or infrastructure issue has been resolved or a workaround has been made available.
2.6 Downtime is measured from CloudExa-Hosting monitoring, logs, provider reports, and support records. Customer reports help us investigate, but they do not by themselves prove qualifying Downtime.
3. Service Credits
3.1 If monthly availability for an eligible Covered Service falls below 99.8% because of qualifying Downtime, you may request a Service Credit.
3.2 Service Credits are calculated against the Monthly Recurring Fee for the affected Covered Service only.
3.3 Unless a service-specific agreement says otherwise, Service Credits are:
- availability below 99.8% but equal to or above 99.0%: 5% of the Monthly Recurring Fee;
- availability below 99.0% but equal to or above 95.0%: 10% of the Monthly Recurring Fee;
- availability below 95.0%: 25% of the Monthly Recurring Fee.
3.4 The maximum Service Credit for any Covered Service in any calendar month is 25% of the Monthly Recurring Fee for that Covered Service.
3.5 Service Credits are applied as account credit and may be used towards future invoices.
3.6 Service Credits are not cash refunds, are not transferable, and cannot be paid to a bank account, card, PayPal account, or third party.
3.7 Service Credits do not apply to setup fees, licence fees, domain fees, software fees, one-off fees, third-party fees, overage charges, bandwidth charges, remote hands fees, shipping fees, hardware purchases, colocation cross-connect fees, or other non-recurring charges.
3.8 Service Credits are the sole contractual remedy under this SLA for qualifying Downtime, except where applicable law gives you rights that cannot be excluded.
4. How to Claim a Service Credit
4.1 You must request a Service Credit by opening a ticket through the official CloudExa-Hosting support system.
4.2 The request must be submitted within seven days after the end of the calendar month in which the claimed Downtime occurred.
4.3 Your request must include:
- account email address;
- affected Service name or ID;
- date and approximate time of the issue;
- description of the issue;
- any screenshots, traceroutes, monitoring logs, or other useful evidence;
- confirmation that the Service was not overdue, suspended, terminated, cancelled, or in breach of the Terms of Service at the time.
4.4 We may reject claims that are late, incomplete, inaccurate, abusive, duplicated, or not supported by our own monitoring, logs, provider reports, or investigation.
4.5 Approved Service Credits will normally be applied to your account within 30 days after approval.
4.6 If a Service is terminated, cancelled, transferred, abandoned, or unpaid before the credit is approved, the claim may be rejected.
5. General Exclusions
- overdue invoices, failed payments, payment disputes, chargebacks, or account credit issues;
- Services that are suspended, terminated, cancelled, expired, transferred, or abandoned;
- scheduled maintenance;
- emergency maintenance needed for security, stability, legal compliance, provider requirements, or urgent operational reasons;
- maintenance or failures involving networks, systems, hardware, software, facilities, or equipment not owned or directly controlled by CloudExa-Hosting;
- upstream provider outages, third-party transit issues, peering issues, routing problems, data-centre issues, DDoS protection provider issues, or external network congestion outside our direct control;
- DNS issues outside our direct control, including registrar issues, third-party DNS providers, propagation delay, incorrect DNS records, DNSSEC errors, or customer-managed DNS configuration;
- customer breach of the Terms of Service, Acceptable Use rules, this SLA, or any service-specific rules;
- customer misuse, negligence, abuse, over-utilisation, resource exhaustion, misconfiguration, insecure software, insecure passwords, compromised accounts, malware, or scripts;
- actions or omissions by the customer, their staff, sub-users, players, users, customers, contractors, resold-service users, or anyone given access to the Service;
- customer software, operating systems, kernels, drivers, games, plugins, mods, modpacks, proxies, bots, databases, firewalls, control panels, or third-party applications;
- customer-requested restarts, reinstallations, migrations, rebuilds, operating system changes, firewall changes, routing changes, or configuration changes;
- customer failure to keep independent backups;
- hardware failure, disk failure, storage failure, RAID failure, firmware failure, or data corruption;
- customer-owned or customer-supplied colocation equipment, cabling, firmware, hardware, operating systems, licences, or software;
- IRC, IRCd, public relay, public proxy, public VPN, tunnelling, traffic shielding, or similar high-abuse-risk services unless expressly approved in writing;
- denial-of-service attacks, distributed denial-of-service attacks, malicious traffic, network abuse, spam, phishing, port scanning, brute force activity, exploit attempts, or other hostile activity;
- law enforcement requests, court orders, regulatory action, copyright complaints, provider abuse reports, or other legal or compliance requirements;
- force majeure events, including severe weather, fire, flood, terrorism, war, civil unrest, labour disputes, power grid failure, cable cuts, major Internet incidents, government action, or events outside our reasonable control.
5.2 The exclusions above apply only to the fullest extent permitted by law.
6. Scheduled Maintenance
6.1 Scheduled maintenance is not counted as qualifying Downtime.
6.2 We will try to give reasonable advance notice of scheduled maintenance where practical.
6.3 Notice may be given by email, Discord, website notice, status page, dashboard notice, ticket, or another reasonable method.
6.4 Some maintenance may require restarts, temporary downtime, routing changes, migrations, updates, or other service interruptions.
7. Emergency Maintenance
7.1 Emergency maintenance may be carried out without advance notice where needed for security, stability, abuse prevention, legal compliance, provider requirements, or urgent operational reasons.
7.2 Emergency maintenance is not qualifying Downtime where it is reasonably necessary to protect CloudExa-Hosting, customers, infrastructure, providers, data, or the wider network.
7.3 Where practical, we will provide updates during or after emergency maintenance.
8. Hardware and Data
8.1 Hardware failures are not qualifying Downtime for Service Credit purposes unless a written service-specific SLA says otherwise.
8.2 For provider-owned hardware, CloudExa-Hosting will use reasonable efforts to diagnose, repair, replace, or migrate affected Services where practical.
8.3 For customer-owned colocation equipment, the customer remains responsible for hardware, firmware, licences, backups, repair arrangements, replacement parts, warranties, shipping, insurance, and data stored on the equipment.
8.4 CloudExa-Hosting strongly recommends maintaining independent backups outside the affected Service.
8.5 Backups provided by CloudExa-Hosting are a convenience only unless a written service-specific backup agreement says otherwise. They are not guaranteed and must not be treated as your only copy of important data.
8.6 Data loss, data corruption, failed backups, failed restores, software corruption, database corruption, or customer failure to keep backups does not qualify for a Service Credit.
9. Colocation Services
9.1 For colocation, this SLA applies only to CloudExa-Hosting controlled network connectivity and power supplied as part of the colocation service, unless a written colocation agreement says otherwise.
9.2 This SLA does not cover:
- customer-owned servers or hardware;
- customer firmware, software, operating systems, licences, or data;
- customer power supplies, disks, RAID cards, network cards, or cables;
- remote hands work requested by the customer;
- shipping, access appointments, customs, insurance, collection, or disposal;
- data-centre access delays caused by security, identity checks, customer availability, or data-centre rules;
- cross-connects, carriers, networks, or services not directly controlled by CloudExa-Hosting.
9.3 Colocation Service Credits, where approved, apply only to the recurring colocation service fee for the affected cabinet, rack unit, port, or service component directly affected by qualifying Downtime.
10. Support Targets
10.1 CloudExa-Hosting aims to respond to support tickets within a reasonable time.
10.2 Support response times are targets only and are not guaranteed unless a written service-specific support SLA says otherwise.
10.3 Support response times may be affected by:
- ticket volume;
- complexity of the issue;
- missing customer information;
- customer delay in responding;
- public holidays;
- staff availability;
- upstream provider incidents;
- emergency maintenance;
- security incidents;
- widespread network or data-centre incidents.
10.4 Faster response to a ticket does not mean faster resolution. Resolution time depends on the issue, evidence available, provider response, customer cooperation, parts availability, and whether the issue is within our direct control.
11. Customer Duties
11.1 To remain eligible for this SLA, you must:
- keep invoices paid on time;
- keep account and billing details accurate;
- follow the Terms of Service and Acceptable Use rules;
- use the Service within its published limits;
- keep credentials secure;
- maintain independent backups;
- configure software, firewalls, DNS, applications, plugins, bots, games, and databases responsibly;
- cooperate with support and investigations;
- report suspected outages promptly through the official support system;
- provide accurate information when making a claim.
11.2 If your actions, omissions, configuration, software, users, staff, customers, players, or sub-users cause or contribute to an incident, the affected period will not qualify for a Service Credit.
12. Abuse and High-Risk Services
12.1 Services used for abuse, attacks, proxying, tunnelling, traffic shielding, public relays, public VPNs, public proxies, spam, phishing, malware, botnets, network scanning, or other prohibited activity are not eligible for Service Credits.
12.2 IRC, IRCd, and similar high-abuse-risk services are excluded from this SLA unless CloudExa-Hosting has expressly approved the use in writing.
12.3 If we suspend, filter, null-route, rate-limit, isolate, disconnect, or terminate a Service because of abuse, suspected abuse, prohibited activity, security risk, provider requirement, or legal requirement, the affected period will not qualify for a Service Credit.
13. Changes to This SLA
13.1 We may update this SLA from time to time.
13.2 If we make material changes, we will provide notice by email, dashboard notice, website notice, Discord, status page, or another reasonable method.
13.3 Updated SLA terms will apply from the stated effective date or, where required by law, from the next renewal or billing period.
13.4 Changes will not apply backwards to SLA claims for incidents that occurred before the updated SLA took effect.
14. Legal Terms
14.1 This SLA is governed by the laws of England and Wales.
14.2 The courts of England and Wales have exclusive jurisdiction, except where mandatory consumer protection law allows a Consumer to bring claims in another local court.
14.3 Nothing in this SLA excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of non-excludable statutory rights, or any other liability that cannot lawfully be excluded or limited.
14.4 If any part of this SLA is found to be invalid, unlawful, or unenforceable, the remaining parts will continue to apply to the fullest extent permitted by law.
15. Contact
15.1 SLA questions and Service Credit claims must be sent through the official CloudExa-Hosting support system.
15.2 You may also contact us at:
CloudExa-Hosting Ltd
128 City Road
London
United Kingdom
EC1V 2NX
Email: [email protected]