Uptime for Your Web Site

We take your online presence extremely seriously and back this up with a comprehensive SLA. We constantly monitor our servers' performance to ensure that they are always online to serve your web pages. We also use the services of a third-party monitoring company - Alertra - who independently monitor our servers' availability. The figures from Alertra for the past three months are:

  • 100.000% uptime during September 2010
  • 100.000% uptime during August 2010
  • 100.000% uptime during July 2010

Service Level Agreement

Xengo's goal is to achieve 100% web site and server availability for all customers. Our published service level agreement is 99.8%.
If the web site or server availability of customer's web site or server is less than 100%, Xengo will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected services:

Web Site / Server Availability Credit Percentage
99.9 to 100% 0%
98 to 99.8% 10%
95 to 97.9% 25%
90 to 94.9% 50%
89.9% or below 100%

The customer shall not receive any credits under this SLA in connection with any failure or deficiency of web site or server availability caused by or associated with:
  • Circumstances beyond Xengo's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, earthquake, hurricane or other acts of God, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  • Scheduled maintenance and emergency maintenance and upgrades;
  • DNS issues outside the direct control of Xengo;
  • Issues with FTP, POP, IMAP, or SMTP;
  • Customer's acts or omissions (or acts or omissions of others engaged or authorised by the customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML etc.), any negligence, willful misconduct, or use of the services in breach of Xengo's Terms and Conditions;
  • Outages elsewhere on the Internet that hinder access to your account. Xengo is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Xengo will guarantee only those areas considered under the control of Xengo: Xengo's servers' links to the Internet, Xengo's routers, and Xengo's servers.

To receive a credit for a shared hosting account, the customer must make a request therefore by raising a support ticket for the attention of the billing department. This can be done at our support desk. The support ticket must include the domain name of the customer's account in the subject line. Each request in connection with this SLA must include the customer's account number (printed on each Xengo invoice for the customer) and the dates and times of the unavailability of customer's web site, and must be received by Xengo within ten (10) business days after the customer's web site was not available. If the unavailability is confirmed by Xengo, credits will be applied within two billing cycles after Xengo's receipt of the customer's credit request. Credits are not refundable and can be used only towards future billing charges.