Foxington LLC — Service Level Agreement (SLA)

Effective Date: 2 August 2026

1. Scope

This SLA applies to the following active paid services:

  • VPS Hosting

  • Dedicated Servers

  • Web Hosting

  • Game Server Hosting

2. Uptime Commitment

Service

Uptime Target

VPS Hosting

99.9%

Dedicated Servers

99.95%

Web Hosting

99.9%

Game Server Hosting

99.5%

Uptime is measured on a monthly basis.

3. Scheduled Maintenance

  • Maintenance windows will be announced where reasonably possible.

  • Scheduled maintenance is excluded from uptime calculations.

  • Emergency maintenance may be performed without prior notice when required to protect service integrity or security.

4. Support Response Targets

Priority

Example

Target Response

Critical

Server offline, network outage

1 hour

High

Major service degradation

4 hours

Medium

Control panel or configuration issue

12 hours

Low

General enquiry or minor issue

24 hours

These are response targets, not guaranteed resolution times.

5. Customer Responsibilities

Customers must:

  • Maintain secure passwords

  • Keep software updated

  • Monitor their applications

  • Maintain independent backups

  • Provide accurate diagnostic information when requesting support

6. Service Credits

If monthly uptime falls below the committed target:

Monthly Uptime

Credit

99.0% – 99.89%

5%

95.0% – 98.99%

10%

Below 95.0%

25%

Credits:

  • Apply only to the affected service

  • Must be requested within 7 days of the incident

  • Cannot exceed the monthly fee paid for that service

  • Have no cash value

7. Exclusions

This SLA does not apply to downtime caused by:

  • Customer actions or misconfiguration

  • DDoS attacks targeting the customer

  • Third-party software failures

  • Upstream provider outages beyond our reasonable control

  • Force majeure events

  • Suspension for Terms of Service violations

8. Monitoring

Foxington uses internal and external monitoring systems to measure network and infrastructure availability. Our monitoring records will be used to determine SLA eligibility.

9. Escalation

Critical incidents may be escalated through: