AVAILABILITY

This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the client network page area and will not exceed 4 hour per month.

XenonHost will provide 99.9% network availability as well as 100% uninterrupted electricity/power (excluding scheduled maintenance). Should transit to the Internet or electricity become unavailable for a cumulative period up to 1 hour beyond the 99.9% minimum in any month of service, the client will receive an account credit equivalent to 2% of the client’s Recurring Monthly Fees of affected services for that month for every additional 1 hour the network or power is unavailable unless otherwise stated below it will not exceed 50% of the client’s Recurring Monthly Fees.

All credit calculations will be based on unavailability in 1-hour increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. 

Any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is issued. All credits must be requested within 30 days of the incident.

DELIVERY ESTIMATE

Dedicated Servers are generally delivered between 1-3 workdays after the payment confirmation*. It may take a little longer depending on certain factors such as public holidays or unforeseen issues.

Our head office for support is located in Sofia, Bulgaria. Please note that our staff is limited during the weekend and public holidays and as a result, it may take a little longer to process the server orders. For quick, around the clock premium support, you may want to subscribe to one of our advanced support plans. Please do contact us if interested.

*A payment is considered affirmed once the verification check has been passed effectively. We maintain all authority to demand verification of character in the event if our fraud detection system triggers a warning. This verification process does not apply to returning customers after the first successful payment.

OS LICENSES

When you purchase a server from XenonHost.co, you have multiple OS options to choose from. Some of the services come with add-ons as well. Some addons have a cost attached to them, while others don’t.

• We can distinguish OS platforms on 2 basis; If you are opting for a Linux distribution (Proxmox, CentOS, Ubuntu, etc.), there are no OS costs whatsoever.
• If you are opting for a Windows OS (Server 2008, 2016, 2019, etc.), you will be receiving a trial copy of that OS. You may obtain the licenses directly from the OS manufacturer.

TICKET RESPONSE TIME

Our support over the tickets is always available 24×7. Though that does not mean that you will receive an instant reply. Our support team work efficiently to resolve each and every ticket in a timely manner.