Service Level Agreement
Last Updated: May 8, 2026
This SLA defines our uptime commitments, refund eligibility, and service guarantees for all Zenix.sg hosting services.
1. Uptime Guarantee
Zenix.sg commits to maintaining a 99.9% monthly uptime for all paid hosting services (VPS, VDS, Dedicated, Web Hosting, Game Hosting, Minecraft Hosting). This excludes free hosting services.
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 our uptime commitment:
- Scheduled maintenance windows (communicated at least 24 hours in advance via Discord and email)
- 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
Current Track Record: Our historical uptime consistently exceeds 99.9%. Average monthly unplanned downtime is approximately 30 minutes. Our worst recorded incident was 2.3 hours of downtime. We are committed to continuous improvement and transparency in our uptime reporting.
2. Uptime Credits
If monthly uptime falls below 99.9% due to issues within our control, affected customers may request a service credit:
| Monthly Uptime | Credit |
|---|---|
| Below 99.9% (up to 43 min downtime/mo) | 10% of monthly fee |
| Below 99.5% | 25% of monthly fee |
| Below 99.0% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
Credits must be requested within 7 days of the incident by contacting [email protected] or via Discord. Credits are applied to the next billing cycle and are not refundable as cash.
3. Refund Policy
Refunds are available under the following conditions only:
3.1 — 24-Hour Cancellation Window
If you cancel your service within 24 hours of initial purchase and have not significantly used the service, you are eligible for a full refund. "Significant use" is determined at our discretion but typically means less than 50% resource utilisation during the period.
3.2 — Our Fault: Server-Side Issues
If service disruptions caused by our infrastructure (hardware failure, network issues within our data center, misconfigurations on our part) result in prolonged downtime or data loss, you may request a full or partial refund. We will assess the severity and duration of the incident.
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. Refunds are processed within 14 business days.
4. Free Hosting Disclaimer
Free hosting services are provided as-is with no uptime guarantee, no SLA credits, and no refund eligibility. We make best-effort attempts to keep free servers online but reserve the right to suspend, migrate, or discontinue free services at any time without notice.
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. When required, we will provide at least 24 hours advance notice via our Discord server and email. We schedule maintenance during low-traffic periods (typically 02:00–06:00 SGT) and aim to complete it within 2 hours.
6. Support Response Times
Support is available via email ([email protected]) and Discord. Target response times:
| 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. We genuinely care about every ticket and respond as fast as we can.
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 from time to time. Changes that reduce commitments will be communicated with at least 30 days notice. Material changes will be posted on this page with an updated date.
9. Contact
For SLA credit requests or refund claims:
Email: [email protected]
Discord: Join our Discord server