Service Level Agreement - Noxia

Last updated: 15/11/2024

1 - Uptime Commitment

Noxia guarantees an uptime of 99.9% or greater each calendar month, ensuring high availability and reliability. Uptime is the percentage of time the service is operational, excluding scheduled maintenance. This SLA only applies to Node(s) or Panel outages. Server status can be found here.

2 - Monitoring and Measurement

Uptime is continuously monitored and measured monthly. Downtime is tracked and analyzed to maintain accurate reporting.

3 - Service Coupons

If uptime falls below the thresholds listed, you are eligible for a service coupon:

• - Uptime Between 98% and 99.9%: £15 coupon.
• - Uptime Below 98%: £25 coupon.

4 - Requesting Service Coupons

To request a service coupon, contact Noxia within 30 days after the affected month at support@noxia.cloud, via our discord, or by creating a support ticket, with:

• - Your account email
• - The affected month
• - A description of the downtime

5 - Exclusions

Service coupons are not provided for downtime caused by:

• - Scheduled or emergency maintenance with prior notice
• - User or third-party actions
• - Force Majeure events

6 - Coupon Application

Approved service coupons will be emailed and can be applied to future invoices. Coupons are non-refundable and cannot be exchanged for cash.