Service Level Agreement

1.Service Commitment

XessOne (PT. XESS ONE GLOBAL) is committed to providing reliable, high-performance managed infrastructure services. This Service Level Agreement ("SLA") describes the levels of service that clients can expect, and the remedies available if we fail to meet them. This SLA applies to all paid plans (Starter, Growth, Enterprise) and takes effect upon service activation.

2.Uptime Guarantee

We guarantee the following monthly uptime percentages for our core services:

"Uptime" is measured as the percentage of total minutes in a calendar month during which the service is available. Scheduled maintenance windows (announced 48 hours in advance) are excluded from uptime calculations.

3.Service Credits

If we fail to meet the uptime guarantee, affected clients are eligible for service credits applied to their next invoice:

Credits must be requested within 30 days of the incident. Maximum credit per month cannot exceed 100% of the monthly service fee. Credits are applied to future invoices and are not refundable as cash.

4.Support Response Times

We categorize support requests by severity and commit to the following initial response times:

5.Data Protection & Backup

We take data protection seriously. The following backup policies apply:

• All backups are encrypted at rest using AES-256 encryption
• Starter plans: weekly automated backups, 7-day retention
• Growth plans: daily automated backups, 30-day retention
• Enterprise plans: backups every 6 hours, 90-day retention
• Backups are stored in a geographically separate location from the primary data
• Point-in-time recovery available for database services (Growth and Enterprise)
• Clients can request manual backups at any time via dashboard or support
• In case of data loss caused by XessOne, we will restore from the most recent backup at no charge

6.Maintenance Windows

Scheduled maintenance is necessary to keep infrastructure secure and up to date:

• Scheduled maintenance is announced at least 48 hours in advance via email and status page
• Emergency maintenance (security patches) may be performed with shorter notice
• Maintenance windows are typically scheduled between 02:00 — 06:00 SGT (UTC+8)
• We aim to limit scheduled maintenance to less than 4 hours per month
• Scheduled maintenance does not count against uptime guarantees
• Status page (status.xessone.com) provides real-time updates during maintenance

7.Network & Performance

We commit to the following network and performance standards:

• Network uptime of 99.99% across all regions
• Less than 1% packet loss on our internal network
• DDoS protection included on all plans
• Bandwidth is unmetered on all plans (subject to fair use policy)
• Inter-node latency monitoring available from the dashboard
• We do not throttle traffic or limit connection speeds

8.Exclusions

This SLA does not apply to:

• Issues caused by client code, configuration, or third-party software
• Force majeure events (natural disasters, war, government actions)
• Scheduled maintenance announced in accordance with Section 6
• Free trial periods (SLA applies only to paid accounts)
• Services suspended due to non-payment or terms of service violations
• DNS propagation delays caused by external registrars or ISPs
• Performance issues caused by exceeding plan resource limits

9.How to File a Claim

To request an SLA credit:

• Email support@xessone.com with subject line "SLA Credit Request"
• Include your account ID, affected service, and incident timestamps
• Claims must be filed within 30 days of the incident
• We will review and respond within 5 business days
• Approved credits are applied to your next invoice automatically

10.SLA Modifications

XessOne reserves the right to modify this SLA with 30 days advance notice. Changes will be communicated via email to all active clients and posted on our website. Continued use of the service after the effective date constitutes acceptance of the modified SLA. Material reductions in service commitments will not apply retroactively to existing contracts.