Service Level Agreement

Last modified November 20th, 2023

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 services.
• Downtime - Downtime is calculated per 1 hour. For every 1 hour of downtime on the said service, you will receive one extra day on that service.

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, software-failures, 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.
• 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 available 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 Trials - Free trials will not be compensated for any downtime.

Compensation

In an 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.

Fair Use

Unmetered/Unlimited:
Anything said to be unmetered or unlimited is meant to represent a large sum. We may not be able to provide that if we are at the peak of resources.

Bandwidth Usage:
You are expected not to be utilizing your full bandwidth capacity 24/7. If we detect that you are doing so, we will contact you and ask you to reduce your usage. If you do not comply, we will suspend your service.