Service Level Agreement

This Service Level Agreement ("SLA") defines the service commitments and performance standards that Luxxy.cloud, provides to its customers. This SLA forms an integral part of your service agreement with us and outlines our commitments regarding service uptime, performance metrics, and service credit policies.

1 - Service Uptime Commitment

Uptime Guarantee

Luxxy.cloud commits to maintaining the following minimum uptime levels:

• Game Server Hosting: 99.9% monthly uptime
• VPS Hosting: 99.95% monthly uptime
• Dedicated Servers: 99.95% monthly uptime
• Web Panel & Control Systems: 99.5% monthly uptime

Uptime Calculation

Uptime is calculated as a percentage of total time in a calendar month, excluding:

• Scheduled maintenance windows (announced 24 hours in advance)
• Emergency maintenance for security or critical updates
• Downtime caused by factors outside our control (force majeure)
• Issues arising from customer misconfigurations or software
• DDoS attacks or other malicious activities

2 - Performance Metrics

Server Performance Standards

• CPU Performance: Consistent performance within allocated resources
• Memory Allocation: Guaranteed RAM availability as per plan specifications
• Storage Performance: SSD storage with minimum 1000 IOPS for VPS plans
• Network Connectivity: 1Gbps network ports with 99.9% network availability
• Data Transfer: Unlimited bandwidth within fair usage policy

Response Time Commitments

• Server Provisioning: Within 15 minutes for standard configurations
• Service Restart: Within 2 minutes for routine restarts
• Backup Restoration: Within 30 minutes for standard backups
• Network Latency: Sub-50ms latency within regional data centers

3 - Support Response Times

Ticket Response Standards

Support Channels

• Ticket System: 24/7 availability with priority-based response
• Live Chat: Available during business hours (9 AM - 6 PM EST)
• Discord Support: Community and staff assistance
• Email Support: support@luxxy.cloud

4 - Service Credits

Credit Calculation

If we fail to meet our uptime commitments, you may be eligible for service credits:

Credit Request Process

• Credits must be requested within 30 days of the affected billing period
• Submit a support ticket with specific downtime details
• Credits are applied to your account balance, not refunded as cash
• Credits cannot exceed 100% of the monthly service fee for the affected service
• Credits are processed within 5 business days of approval

5 - Scheduled Maintenance

Maintenance Windows

• Regular Maintenance: Monthly maintenance window (maximum 4 hours)
• Advance Notice: Minimum 24 hours notice via email and dashboard
• Emergency Maintenance: May be performed with limited notice for security issues
• Preferred Schedule: Maintenance typically occurs between 2 AM - 6 AM EST

Maintenance Types

• Infrastructure Updates: Hardware, network, and datacenter maintenance
• Security Updates: Critical security patches and updates
• Performance Optimization: System tuning and performance improvements
• Software Updates: Control panel and management system updates

6 - Monitoring and Reporting

Service Monitoring

• 24/7 Monitoring: Continuous monitoring of all infrastructure components
• Automated Alerts: Instant notifications for service disruptions
• Performance Metrics: Real-time tracking of server performance
• Network Monitoring: Continuous network connectivity and latency monitoring

Reporting

• Monthly Reports: Detailed uptime and performance reports
• Incident Reports: Post-incident analysis and resolution documentation
• Status Page: Real-time service status at status.luxxy.cloud
• Transparency: Public incident reports and service metrics

7 - Exclusions and Limitations

SLA Exclusions

This SLA does not apply to service interruptions caused by:

• Customer actions, misconfigurations, or software issues
• Third-party applications or services not provided by Luxxy.cloud
• Internet service provider or network connectivity issues
• DDoS attacks, cyber attacks, or other malicious activities
• Force majeure events (natural disasters, power outages, etc.)
• Scheduled maintenance performed within announced windows
• Services provided free of charge or in beta/trial status

Service Limitations

• Maximum service credit per month is 100% of monthly service fee
• Service credits are the sole remedy for SLA breaches
• No liability for indirect, consequential, or incidental damages
• SLA applies only to paid services in good standing

8 - SLA Modifications

We reserve the right to modify this SLA at any time. Material changes will be communicated to customers with at least 30 days advance notice. Continued use of our services after modifications constitutes acceptance of the updated SLA.

• Changes will be posted on our website and sent via email
• Customers will be notified of any changes affecting service levels
• Updated SLA versions will be dated and archived for reference