4. System Uptime

staXscale guarantees 99.5% uptime each month. If uptime falls below that threshold, affected customers can request a service credit equal to 5% of their monthly hosting fee for every additional 0.1% of downtime (up to 50%).

If the downtime stems from an upstream provider (like Google Cloud), we’ll review the incident once their SLA process completes and pass along any service credit they issue to us. Regardless, we’ll always communicate openly and may issue goodwill credits at our discretion.

5. Maintenance Windows

To keep systems secure and stable, we schedule maintenance during low-traffic periods whenever possible, and provide at least 24 hours’ notice for planned downtime exceeding 15 minutes.

6. Force Majeure

staXscale is not responsible for downtime or delays caused by events outside our control – including but not limited to natural disasters, internet outages, upstream provider failures, cyberattacks, or widespread service disruptions.

7. Service Credits

staXscale guarantees 99.5% uptime each month. If uptime falls below that threshold, affected customers can request a service credit equal to 5% of their monthly hosting fee for every additional 0.1% of downtime (up to a maximum of 50%).

If the downtime stems from an upstream provider (e.g., Google Cloud), we’ll review the incident once their SLA process completes and pass along any service credit they issue to us. Regardless of the source, we’ll always communicate openly and may issue goodwill credits at our discretion. To request a credit, please contact us within ten (10) business days of the incident. Approved credits will be applied to your next billing cycle.

8. Customer Responsibilities

• Maintain an active account in good standing (no overdue invoices).
• Use only supported software, plugins, and configurations.
• Keep your contact information current and accurate.
• Refrain from resource-abusive activities (e.g., spam, crypto-mining, illegal content).
• Follow staXscale’s Terms of Service and Acceptable Use Policy.

9. Updates to This SLA

This SLA is subject to change at any time. Updated versions will be published at staxscale.com/sla. Revisions apply to all existing and new customers upon publication. If changes are significant, we’ll notify active customers via email.

10. Questions

We’re a small, responsive team and we value transparency. If you ever have a question about this SLA or want to suggest improvements, email us at [email protected].