Service Level Agreement
Effective date: November 6, 2026
This Service Level Agreement (SLA) explains how Soulixer assesses hosting availability, handles service interruptions, and reviews requests relating to downtime. It should be read alongside our Terms of Service, Privacy Policy, and Refund Policy.
1. Services covered
1.1. This SLA applies to paid, active game hosting, bot hosting, web hosting, and VPS hosting supplied by Soulixer, within the scope described in the purchased plan. Coverage starts when the service has been provisioned and made available for use.
1.2. Free services, trials, previews, and products explicitly sold without SLA coverage are excluded unless their written plan terms state otherwise. Provisioning time before a service is ready is separate from the availability measurement.
1.3. A specific written availability or compensation commitment included in your order takes priority over the corresponding general provision here for that service.
2. Availability target
2.1. Soulixer aims for 97.5% monthly availability of the hosting infrastructure covered by this SLA. This is an operating target. Compensation applies only where the purchased plan or a separate written agreement expressly provides it, as explained in section 7.
2.2. Availability means that the infrastructure and network access supplied for your service can support its intended use. The assessment follows the affected service: an accessible billing website or control panel alone does not establish that a hosting service is working.
2.3. Performance depends on the resources purchased, software, configuration, and external networks. The availability target does not promise a particular game tick rate, application response time, connection latency, or throughput.
3. Measuring availability
3.1. Availability is assessed separately for each affected service over a calendar month, using Indian Standard Time (IST, UTC+05:30). Only the period during which that service is active, provisioned, and covered is included.
3.2. Eligible minutes are the covered minutes in that month after removing documented periods excluded under sections 5 and 6. Qualifying downtime is verified unavailability of the supplied infrastructure or network during those eligible minutes.
3.3. Monthly availability (%) = ((eligible minutes − qualifying downtime minutes) ÷ eligible minutes) × 100. Overlapping incidents affecting the same service are counted once. If there are no eligible minutes, no monthly percentage is calculated.
3.4. We assess the start, end, cause, and scope of an interruption using available service logs, incident records, monitoring evidence, and relevant customer evidence. An isolated failed ping or a connection problem affecting only a customer's local network does not establish a hosting outage.
4. Incident handling and communication
4.1. Report an interruption through your client account as soon as possible, identifying the affected service. We prioritize issues according to their impact and the number of services affected, and work to restore the supplied infrastructure.
4.2. Incident updates are provided through the support ticket or your registered email as information becomes available. Investigation may require information from an infrastructure provider or a safe maintenance intervention.
4.3. Support covers the hosting infrastructure and the features included in your plan. Application development, plugin debugging, custom scripts, and server administration are included only where the purchased service expressly provides them. A fixed response or restoration deadline applies only if agreed in writing.
5. Maintenance
5.1. Maintenance may be necessary to replace hardware, apply security updates, improve reliability, or protect customers. We aim to provide advance notice of planned work when practical. Urgent security or recovery work may begin immediately.
5.2. Documented maintenance interruptions are excluded from qualifying downtime. Only the actual period in which the maintenance affects the service is excluded, rather than an entire announced window during which the service remains usable.
6. Exclusions and customer responsibilities
6.1. Qualifying downtime excludes interruptions caused by customer-requested shutdowns or changes, customer software or configuration, compromised customer credentials, exhausted plan limits, or suspension and termination under the Terms of Service.
6.2. Faults outside the supplied hosting environment, such as a customer's internet connection, external DNS configuration, domain expiry, or a separately operated application or API, are outside this SLA. A failure at an underlying infrastructure provider is assessed against the covered hosting service rather than excluded solely because a provider is involved.
6.3. Events beyond reasonable operational control, including disasters, mandatory legal restrictions, or attacks exceeding the protection expressly included in a plan, may be excluded where their effect on the service is documented. Any DDoS protection is subject to the scope and limits stated for the purchased service.
6.4. Customers must keep account contact details current, secure their applications and credentials, use resources within plan limits, and provide reasonable diagnostic information when seeking support.
7. Service credits
7.1. The 97.5% target does not, by itself, create an automatic service credit, refund, or extension. A credit entitlement and its calculation must be expressly included in the applicable plan or a separate written agreement. If a plan includes a credit schedule, that schedule governs the eligible claim.
7.2. Where a service credit is due, it relates only to the affected service and covered period. Unless a specific written agreement provides otherwise, total SLA credits for a service in a month are capped at its equivalent monthly hosting fee actually paid. Longer prepaid terms are prorated to their monthly equivalent; taxes, domains, and unrelated charges are excluded from that calculation.
7.3. Approved SLA account credits are issued in the affected service's original invoice currency for eligible future hosting charges. They are not automatically exchanged for cash or another currency. The same downtime cannot be claimed repeatedly for duplicate credits or overlapping compensation.
8. Reporting and claim review
8.1. For a monthly SLA assessment, submit your request within seven calendar days after the end of the affected month, unless your plan allows a longer period. Report ongoing outages promptly so they can be investigated while they occur.
8.2. Include your service ID, relevant ticket references, the dates and approximate start and end times with their time zone, a description of the impact, and any available logs or monitoring evidence. Do not include passwords, verification codes, or full payment-card details.
8.3. We may request missing information and will communicate the review outcome through the ticket or registered email. The assessment will identify the applicable coverage, verified downtime, any exclusions relied on, and the basis of any credit calculation. Opening a claim does not automatically grant compensation.
9. Data, backups, and recovery
9.1. An availability target is separate from data protection and recovery. Customers remain responsible for independent backups and the security of their hosted content, subject to any specific backup or managed-service feature purchased.
9.2. A backup feature does not establish a guaranteed recovery point, restoration time, or recovery of every file unless the plan expressly promises one. Recovery work and any data-related claims are assessed under the applicable service terms.
10. Billing and refunds
10.1. Cash refund eligibility, request deadlines, and excluded products are governed by Soulixer's Refund Policy. An outage report or SLA assessment does not automatically extend that refund window or create a new cash-refund entitlement.
10.2. Keep unrelated invoices paid while a claim is being reviewed. Any approved credit is applied separately. This SLA does not limit rights or remedies that cannot lawfully be excluded.
11. Updates to this agreement
11.1. The effective date above identifies this version. Updates apply to future covered periods and will be published on this page. A later version will not be used to withdraw an already approved credit or reduce an existing claim's entitlement for an earlier covered period.
11.2. Keep a copy of the plan description and any written service commitment supplied with your order. Those documents help establish the coverage and credit terms applicable to your service.
12. Contact Soulixer
12.1. For an incident or SLA claim, open a support ticket from your client account. If you cannot access the portal, email support@soulixer.in from your registered address and include the affected service ID.