Service Level Agreement
Last Updated: August 12, 2026
This SLA defines the uptime commitments, service credits, refund rules, and support targets for covered Zenix.sg services. General free hosting is excluded unless a project has an approved written sponsorship commitment.
1. Uptime Guarantee
Zenix.sg commits to maintaining a 99.9% monthly uptime for covered paid hosting services, including VPS, VDS, dedicated, web, game, and Minecraft hosting. An approved open-source sponsorship receives this commitment only where the written sponsorship approval or service order says that this SLA applies. General free hosting is excluded.
Uptime is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100.
Downtime caused by any of the following is not counted against the commitment:
- Scheduled maintenance windows, with notice where reasonably practicable
- Issues caused by the customer's own software, configurations, or misuse
- Third-party network failures beyond our infrastructure (transit provider outages, DNS failures outside our control)
- Force majeure events (natural disasters, war, government actions)
- Customer-initiated reboots, reinstalls, or migrations
The percentage is a contractual target for covered services, not a guarantee that every individual server, application, or customer workload will remain available.
2. Uptime Credits
If covered monthly uptime falls below 99.9% because of an included issue within our control, the account holder may request one service credit for the affected service:
| Measured monthly uptime | Credit |
|---|---|
| 99.0% to 99.89% | 10% of monthly fee |
| 95.0% to 98.99% | 25% of monthly fee |
| 90.0% to 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Credits must be requested within 7 days after the end of the affected calendar month by emailing [email protected] with the service ID and dates involved. Credits are applied to a future invoice, are capped at 100% of the affected service's monthly fee, and are not refundable as cash. Discord may be used for initial support, but the credit request should be confirmed by email.
3. Refund Policy
These are our standard refund conditions, subject to the purchase terms and any non-waivable rights under applicable law:
3.1 - 24-Hour Cancellation Window
If you cancel a paid service within 24 hours of initial purchase and the service has not been meaningfully provisioned or used, you may request a full refund, subject to the purchase terms and any non-waivable consumer rights.
3.2 - Our Fault: Server-Side Issues
If an included infrastructure failure causes a material service interruption, you may request the applicable service credit. A separate full or partial refund may be considered where the purchase terms or applicable law provide for one; data loss alone does not create an automatic refund right.
3.3 - What Is NOT Refundable
- Services used beyond the 24-hour cancellation window, unless caused by a server-side fault as described in 3.2
- Domain registration fees (these are passed through to registries)
- Services terminated for ToS violations
- Free hosting services (no payment = no refund applicable)
- Issues caused by customer misconfiguration, software incompatibility, or third-party dependencies
To request a refund, contact [email protected] with your account details, service ID, and reason. Approved refunds are normally initiated within 14 business days; your bank or payment provider may take additional time to post the funds.
4. Free Hosting Disclaimer
General free hosting services are provided as-iswith no uptime guarantee, SLA credits, or refund eligibility. We make best-effort attempts to keep free servers online and may suspend, migrate, or discontinue them. An approved open-source sponsorship is not general free hosting; its uptime commitment is the one stated in the written sponsorship approval or service order.
Free hosting is limited to Minecraft servers and development applications. Resource limits apply and may change. VPS/VDS/dedicated services are separate paid products.
5. Scheduled Maintenance
We aim to minimise scheduled maintenance and, where reasonably practicable, will provide advance notice through the account contact, service panel, email, or Discord. We may perform urgent maintenance without advance notice when needed to protect security, hardware, or network stability.
6. Support Response Times
Support is available via email ([email protected]) and Discord tickets. The following are targets, not guaranteed response times and not a separate service-credit entitlement:
| Channel | Target Response |
|---|---|
| Discord | Within a few hours during business hours (SGT) |
| Within 24 hours on business days | |
| Critical server-down issues | Best effort - typically within 2 hours |
We are a small team. We do not offer 24/7 live chat or phone support. Critical-issue targets depend on a complete report, a covered service, and the issue being within our infrastructure.
7. Data & Backups
We maintain backups where technically feasible. However, we are not responsible for data loss. Customers are strongly advised to maintain their own backups. We do not guarantee backup frequency, retention periods, or successful restoration for any service tier unless explicitly stated in the service description.
8. Changes to This SLA
We may update this SLA when our services or legal obligations change. Changes that reduce a commitment will normally be posted with at least 30 days' notice, unless an urgent security, legal, or operational change requires faster action. Changes do not remove credits already accrued.
9. Contact
For SLA credit requests or refund claims, contact:
Email: [email protected]
Business: Zenix.sg (UEN: 53514524A)
Discord: Join our Discord server