This Service Level Agreement ("SLA") describes the availability commitment for the ixnodes Services operated by Innovatex Digital FZCO (IFZA, Dubai, license no. 49371), and the service credits that are your sole and exclusive remedy if we do not meet it. This SLA is incorporated into and forms part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service.
1AVAILABILITY COMMITMENT
1.1We target a monthly uptime of 99.9% for the availability of the compute infrastructure on which your Services run ("Monthly Uptime").
1.2"Monthly Uptime" is the percentage of total minutes in a calendar month during which the relevant Service is available, excluding Excluded Downtime as defined in Section 3.
1.3Availability refers to the reachability of the underlying infrastructure (network and host) for your instance. It does not cover the availability of your operating system, applications, or configuration, which are your responsibility.
2SERVICE CREDITS
2.1If Monthly Uptime falls below the target, you may request a service credit calculated as a percentage of the monthly fee for the affected Service:
Monthly Uptime Service Credit 99.0% to < 99.9% 5% of monthly fee 95.0% to < 99.0% 10% of monthly fee 90.0% to < 95.0% 25% of monthly fee below 90.0% 50% of monthly fee
2.2Service credits are applied to future invoices and have no cash value. Credits are not refunded as cash.
2.3The total credits in any month will not exceed 50% of the monthly fee for the affected Service.
2.4Service credits are your sole and exclusive remedy for any failure to meet the availability commitment. No other compensation, including for lost data, lost profits, or consequential loss, is available.
3EXCLUDED DOWNTIME
The following do not count as downtime for SLA purposes:
3.1Scheduled maintenance for which we provide reasonable advance notice.
3.2Emergency maintenance necessary to preserve security or stability.
3.3Downtime caused by factors outside our reasonable control, including force majeure, attacks on our infrastructure (e.g., DDoS), and failures of upstream providers or networks beyond our control.
3.4Downtime caused by your own actions, configurations, software, or breach of the Terms of Service, AUP, or Fair Usage Policy.
3.5Suspension or termination of your Services in accordance with the Terms of Service, AUP, or Fair Usage Policy (including for non-payment or abuse).
3.6Downtime affecting beta, trial, or free Services.
3.7Issues with your operating system, applications, or third-party software.
4CLAIMING A CREDIT
4.1To claim a credit, you must submit a request to support@ixnodes.com within fifteen (15) days after the end of the month in which the downtime occurred.
4.2Your request must include the affected Service, the dates and times of the downtime, and any logs or evidence available to you.
4.3Our monitoring records are the authoritative source for determining downtime. We will review your request in good faith and apply any eligible credit to a future invoice.
4.4You must be current on all payments to be eligible for a credit. Accounts in breach are not eligible.
5MAINTENANCE
5.1We aim to perform scheduled maintenance during low-impact windows and to provide reasonable notice via the status page or email.
5.2Live maintenance status is published at status.ixnodes.com.
6LIMITATIONS
6.1This SLA applies only to paid, active Services and does not apply to trials, betas, or promotional services.
6.2The remedies in this SLA are subject to the limitation of liability in the Terms of Service.