Service Level Agreement (SLA)
Please read this document carefully to understand our policies and your rights.
1. Service Commitment
Nexra Link is committed to providing reliable hosting services. This Service Level Agreement ("SLA") defines the service levels that we aim to deliver and the remedies available to customers in the event we do not meet these levels.
2. Service Availability
We aim to maintain 99.9% uptime for all our hosting services, measured on a monthly basis. Service availability excludes:
- Scheduled maintenance (with at least 48 hours advance notice)
- Emergency maintenance (when necessary to address critical issues)
- Force majeure events beyond our reasonable control
- Customer-induced outages or disruptions
- Suspension or termination of services due to policy violations
3. Server Provisioning Time
New servers can take up to 6 hours to be fully provisioned after payment processing. This is our standard service delivery timeframe and is not considered a service delay.
4. Service Credits
If service availability falls below 99.9% in a calendar month, affected customers may be eligible for service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 5% of monthly fee |
| 98.0% to 98.9% | 10% of monthly fee |
| 97.0% to 97.9% | 15% of monthly fee |
| Below 97.0% | 20% of monthly fee |
5. Credit Request Procedure
To request a service credit:
- Submit a credit request to support@nexralink.com within 7 days of the end of the affected month
- Include your account information and details of the service disruption
- Our team will review your request and respond within 10 business days
- Approved credits will be applied to your account within 30 days
6. Technical Support
Our technical support response times vary by plan and issue severity:
| Priority Level | Description | Initial Response Time |
|---|---|---|
| Critical | Service completely unavailable | Within 1 hour |
| High | Major functionality impacted | Within 4 hours |
| Medium | Limited functionality impacted | Within 12 hours |
| Low | General inquiries and minor issues | Within 24 hours |
7. Data Backup and Recovery
Nexra Link maintains daily system backups for disaster recovery purposes. These backups are not guaranteed for individual customer data recovery and should not replace your own backup strategy.
If customer data recovery from our backups is possible, it will be provided on a best-effort basis and may incur additional charges.
8. Maintenance Windows
Scheduled maintenance is typically performed during low-traffic periods. We will provide at least 48 hours notice for scheduled maintenance via email and/or control panel notifications.
9. Service Monitoring
We continuously monitor our services for availability and performance. Customers can also view our system status at status.nexralink.com.
10. SLA Limitations
This SLA does not apply to:
- Issues resulting from customer's applications, content, or third-party software
- Features or services labeled as "Beta," "Preview," or similar designations
- Customers in violation of our Terms of Service or Acceptable Use Policy
- Issues caused by factors outside our reasonable control
11. Modifications to SLA
Nexra Link reserves the right to modify this SLA at any time. Changes will be effective upon posting the revised SLA on our website, and we will provide notice of material changes to customers.
12. Contact Information
If you have questions about this SLA, please contact us at legal@nexralink.com.