Service-level agreement
Last updated: 23 May 2026 · XiteNodes Private Limited
This document describes our intent and current practice. It is reviewed by counsel before any binding update; for the binding version applicable to your contract, refer to the latest version delivered via your account dashboard.
This SLA describes the uptime commitment we make for the production services we deliver, and the remedies that apply when we fall short.
Scope
This SLA covers Virtual Private Servers, Managed Databases, and Object Storage in our production regions. Beta services, free-tier services, and developer-preview features are excluded.
Uptime commitment
We commit to a monthly uptime of at least 99.9% per service. Uptime is calculated as: (total scheduled minutes − unavailable minutes) ÷ total scheduled minutes.
Service credits
Below 99.9% in a calendar month: 10% wallet credit applied. Below 99.0%: 25% wallet credit. Below 95.0%: 50% wallet credit. Credits apply to the fees paid for the affected service during the month in question.
Exclusions
Customer-driven downtime (firewall changes, accidental deletion, exhausted wallet), scheduled maintenance announced 48 hours in advance, force-majeure events, and DDoS attacks where mitigation is in active progress.
Claim process
Credits are normally applied automatically when our monitoring identifies a covered incident. To raise a claim, open a ticket from /support within 30 days of the incident with the affected resource ID and approximate time window.