Service Level Agreement

This Service Level Agreement ("SLA") is a policy governing the use of services provided by XeroGroup LLC (operating as XeroHost) and applies separately from the Master Services Agreement and Terms of Service.

This SLA applies to all hosting, cloud, and infrastructure services offered by XeroHost, including but not limited to: Game Servers, Web Hosting, Virtual Private Servers (VPS), Dedicated Servers, and related managed services.

Effective Date: February 19, 2026

XeroHost commits to maintaining high availability standards for all services.

2.1 Uptime Guarantees by Service Type: • Game Servers (Minecraft, FiveM, etc.): 99.5% monthly uptime. • Web Hosting (Shared & Reseller): 99.5% monthly uptime. • Virtual Private Servers (VPS): 99.9% monthly uptime. • Dedicated Servers: 99.9% monthly uptime. • Cloud Infrastructure: 99.95% monthly uptime.

2.2 Uptime Calculation: Uptime is calculated as a percentage of total minutes in a calendar month, excluding scheduled maintenance windows. The formula is:

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

Where "Downtime" is defined as a period of 5 or more consecutive minutes where the core service is completely inaccessible, as confirmed by our internal monitoring systems.

3.1 Maintenance Windows: XeroHost reserves the right to perform scheduled maintenance to ensure optimal performance, security, and reliability of its infrastructure.

3.2 Notification Policy: • Standard Maintenance: Customers will be notified at least 72 hours in advance via email and/or client portal announcement. • Emergency Maintenance: In cases requiring immediate action to prevent security breaches or data loss, we may perform maintenance with as little as 1 hour advance notice. • Critical Security Patches: Applied immediately without notice when necessary to protect infrastructure integrity.

3.3 Maintenance Duration: We strive to complete all scheduled maintenance within 4 hours. Maintenance is typically scheduled during off-peak hours (02:00 - 06:00 UTC).

3.4 Maintenance Exclusion: Scheduled maintenance windows are excluded from uptime calculations for SLA purposes.

The uptime guarantee does NOT apply to service interruptions caused by:

4.1 External Factors: • DDoS attacks exceeding our mitigation capacity (>100 Gbps). • Upstream provider failures (datacenter, ISP, CDN, transit providers). • Internet backbone or peering issues. • DNS propagation delays or third-party DNS failures.

4.2 Customer-Side Issues: • Client-side network or ISP problems. • Customer modifications causing service instability (incorrect configurations, faulty plugins, resource-intensive scripts). • Suspension for Terms of Service violation or non-payment. • Customer-initiated reboots, reinstalls, or configuration changes.

4.3 Force Majeure: • Natural disasters (earthquakes, floods, hurricanes, fires). • Acts of war, terrorism, or civil unrest. • Government actions, regulations, or embargoes. • Pandemics or other public health emergencies. • Power grid failures affecting the datacenter region.

If XeroHost fails to meet the guaranteed uptime in a calendar month, affected customers may request service credits.

5.1 Credit Schedule:

| Monthly Uptime | Service Credit | |---|---| | 99.0% – 99.4% (Game/Web) | 5% of monthly fee | | 98.0% – 98.9% | 10% of monthly fee | | 95.0% – 97.9% | 15% of monthly fee | | Below 95.0% | 25% of monthly fee |

5.2 Credit Limitations: • Maximum credit per month: 25% of the monthly service fee. • Credits are applied to future invoices and are non-refundable as cash. • Credits cannot be transferred between accounts or services. • Credits expire 90 days after issuance if unused.

5.3 Requesting Credits: To request an SLA credit: 1. Submit a support ticket within 7 calendar days of the affected month's end. 2. Include the affected service identifier, dates, and times of downtime. 3. Our team will verify the claim against internal monitoring data. 4. Approved credits will be applied within 5 business days.

5.4 Sole Remedy: Service credits are your sole and exclusive remedy for any failure by XeroHost to meet the SLA obligations.

6.1 Infrastructure Monitoring: XeroHost employs enterprise-grade monitoring systems that continuously track the health and performance of all infrastructure components, including servers, network equipment, storage systems, and services.

6.2 Incident Response: Upon detection of a service-affecting incident: • P1 (Critical): Full service outage — Response within 15 minutes, resolution target 1 hour. • P2 (High): Major degradation — Response within 30 minutes, resolution target 2 hours. • P3 (Medium): Minor degradation — Response within 1 hour, resolution target 4 hours. • P4 (Low): Cosmetic or non-critical — Response within 4 hours, resolution target 24 hours.

6.3 Status Page: XeroHost maintains a public status page where customers can view real-time service status, ongoing incidents, and scheduled maintenance. Customers can subscribe to notifications for updates.

6.4 Post-Incident Reports: For P1 and P2 incidents, XeroHost will provide a Root Cause Analysis (RCA) report within 5 business days of incident resolution, detailing the cause, impact, timeline, and preventive measures implemented.

7.1 Network Availability: XeroHost guarantees 99.9% network availability across all points of presence (PoPs) and datacenter interconnections.

7.2 Packet Loss: Average monthly packet loss shall not exceed 0.1% as measured between our core routers and major internet exchange points.

7.3 Latency: XeroHost targets the following latency benchmarks (round-trip time) from our datacenter locations: • Within the same region: < 10ms • Cross-continental: < 100ms • Global: < 200ms

These are targets, not guarantees, as latency depends on many factors outside our control.

7.4 DDoS Mitigation: All services include baseline DDoS protection. XeroHost's mitigation infrastructure is designed to absorb and filter volumetric attacks. However, attacks exceeding our mitigation capacity may result in temporary service disruption and are excluded from SLA calculations.

For SLA-related inquiries, credit requests, or incident escalation:

Primary Contact: Submit a support ticket via the client portal at billing.xerohost.net with the subject line including "SLA" or "SLA Credit Request."

Escalation Path: 1. Level 1: Support Team (via ticket) 2. Level 2: Senior Systems Administrator (escalated ticket) 3. Level 3: Infrastructure Manager (upon request)

Legal Entity: XeroGroup LLC Filing ID: 2025-001734118 30 N Gould ST STE R Sheridan, WY 82801 United States