Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") defines the uptime target, exclusions, credit formula, and claim process. It is incorporated into the Terms of Service. The SLA is the sole remedy for uptime shortfalls and is fulfilled exclusively through account credits that are transferable, non-forfeitable, and expire in 12 months, or through service-days extensions as defined herein.

2. Uptime Commitment

Codexvert targets 95% uptime per calendar month for each covered service (VPS, Game Hosting, Mail, cPanel, Web). Uptime is measured primarily from Codexvert-owned Hetrix Tools probes deployed in three or more regions.

3. Exclusions and DDoS Inclusion

The following are excluded from uptime calculations:

• Scheduled maintenance announced where practicable; urgent security maintenance may occur without notice but is logged.
• Force majeure events.
• Customer-caused outages, including misconfiguration, code, or actions by your end-users.
• Downtime while service is suspended for abuse.
• DDoS attacks: Only excluded where (a) attack volume exceeds 500 Gbps, exceeding current Cloudflare Magic Transit mitigation capacity, or (b) the attack succeeds due to customer bypass, such as origin IP leak or DNS misconfiguration that bypasses Cloudflare edge. DDoS attacks properly mitigated at the edge are INCLUDED in uptime calculations and, if mitigation fails despite correct customer configuration, SLA credits apply.

4. Quantified Fair Use and Nested Throttle

Fair use is quantified to prevent subjective enforcement. Sustained overuse means consumption exceeding 85% of allocated vCPU, RAM, disk I/O, or bandwidth for more than 6 hours per day across 3 or more consecutive days, where hypervisor metrics demonstrate neighbor degradation (CPU steal time greater than 10% or iowait greater than 20%). A single continuous burst of up to 8 hours does not constitute a violation.

For Nested Virtualization Enabled Shared VPS, default cgroup limits cap allocation at 80% CPU and RAM to preserve shared node health. Full allocation is restored upon purchase of the Performance Unlock addon priced at 20% of the VPS plan fee.

5. Credit Formula and Catastrophic Loss Remedy

For each calendar month where covered uptime falls below 95%, the customer may choose one remedy:

• Percentage Credit: 1% of the month's service fee per percentage point below 95%, capped at 50% of month's fee. Example: 94% = 1%, 90% = 5%, 45% or lower = 50% cap.
• Service-Days Extension: 1 service day per 5% below 95%, added to billing period. Example: 90% = 1 day, 80% = 3 days.

For standard uptime misses, one remedy per month applies, chosen by customer.

Catastrophic Provider-Caused Total Data Loss: Where total data loss is caused solely by failure of Codexvert infrastructure and no guaranteed off-site backup was offered, the customer may choose, at their option, either a cash refund equivalent to 6 months of service fees or account credits equivalent to 12 months. Such remedy credits are not forfeitable on closure and are excluded from 12-month expiry for 60 days to allow decision.

6. Claim Process and Anti-Spoof Monitoring Validation

To claim credit:

1. Open an authenticated ticket in the Paymenter client area within 30 calendar days from the end of the affected calendar month. This window applies to all billing cycles.
2. Reference service ID and, if available, Hetrix Tools report. Primary measurement is Codexvert-owned probes in 3+ regions. Customer-owned Hetrix monitors are accepted as supplementary evidence only after validation that they target the actual public IP or service URL assigned to the customer, have an interval of at least 1 minute, and provide a shareable public status page for verification.
3. Claims based solely on an unvalidated customer monitor without corroboration from provider probes or independent third-party probe will be denied. Where conflict exists, an independent third-party probe (Hetrix official or equivalent) serves as tie-breaker.

Where our monitoring shows uptime more than 5% below 95%, we may at our discretion apply credits automatically.

7. Nested Virtualization Implementation SLA

After purchase of the Nested Virtualization addon, implementation is manual and requires an authenticated request via Paymenter ticket (initiation via email, Discord, or WhatsApp allowed but final confirmation requires a 2-hour verification link to registered email plus 2FA if enabled). Request must include Service/VPS ID and guest OS (value "TBD – Benchmarking" permitted for evaluation, allowing generic host-passthrough CPU mode with one free OS change within 72 hours).

Target: implementation within 48 hours of complete authenticated request during IST business hours. Missed target earns SLA credits per Section 5. Downtime due to required reboot is disclosed before execution and counted as scheduled maintenance if disclosed.

8. Credit Administration, Suspension, and Transfer Window

• Credits are applied to account credit balance and usable toward future invoices.
• Credits are transferable between accounts owned by the same legal entity via authenticated ticket, with 12-month expiry from grant date, and expiry warnings at 30 days, 7 days, and 24 hours.
• Transfer allowed up to 24 hours AFTER closure request submission. Transfers are blocked if source account has active Critical abuse investigation within last 7 days until investigation closed.
• Billing suspension occurs immediately upon insufficient credits at renewal, with termination within 7 days; service may be unsuspended by paying invoice before termination. Billing area remains accessible during suspension.
• Credits are not forfeited on billing-induced termination; forfeiture applies only to Critical abuse termination after appeal window.