Service Level Agreement

Our uptime and support commitments — and what you get if we miss them.

Last updated: July 2026

1. Overview

This Service Level Agreement ("SLA") describes the availability and support commitments NexioHost provides for its hosting services. It applies to all active, paid services in good standing and forms part of our Terms of Service.

99.9% uptime guarantee. We target 99.9% monthly availability for every hosting plan, backed by real monitoring and service credits when we fall short.

2. Uptime Commitment

"Uptime" refers to the percentage of time in a calendar month that your service is reachable and operational, excluding scheduled maintenance and events outside our reasonable control. We measure availability from our own monitoring systems.

3. Service Credits

If we fail to meet the 99.9% uptime target in a given month, you may claim service credits applied to your next invoice:

99.0% – 99.9% uptime: 10% credit on your next invoice
95.0% – 99.0% uptime: 25% credit on your next invoice
Below 95.0% uptime: 50% credit on your next invoice

Credits are calculated against the monthly fee of the affected service and must be requested within 14 days of the incident by opening a support ticket.

4. Support Response Targets

Critical (service down): initial response within 1 hour
High (major degradation): initial response within 4 hours
General questions: initial response within 24 hours

Support is available 24/7 through our Discord server and client panel. Response targets refer to first human response, not guaranteed resolution time.

5. Scheduled Maintenance

Planned maintenance is announced in advance through our status page and Discord server. Scheduled maintenance windows are excluded from uptime calculations. We aim to perform disruptive maintenance during low-traffic periods.

6. Exclusions

This SLA does not cover downtime caused by:

Factors outside our reasonable control, including upstream provider or datacenter outages, natural disasters, and DDoS attacks beyond our mitigation capacity
Your own application errors, misconfiguration, or resource exhaustion
Suspension due to Terms of Service or Acceptable Usage Policy violations
Non-payment or services outside their active billing period
Beta, free, or trial services, which are provided without an SLA

7. Claiming Credits

To request a service credit, open a ticket through your client panel or our Discord server with your account email, the affected service, and the approximate incident window. Credits are non-refundable and cannot be exchanged for cash.

8. Changes

We may update this SLA from time to time. Material changes will be posted on this page with an updated date. Continued use of our services constitutes acceptance of the current SLA.