This Service Level Agreement (“SLA”) governs the service availability, support procedures, response objectives, maintenance practices, and service credits applicable to services provided by INSIDX For Data Exchange LLC (“INSIDX”).
This SLA shall be read together with the General Terms & Conditions, Hosting Services Agreement, Acceptable Use Policy (AUP), and any applicable service-specific agreements.
1. Scope
This SLA applies to eligible hosting and infrastructure services provided by INSIDX, including:
- Shared Hosting Services;
- Reseller Hosting Services;
- VPS Services;
- Dedicated Server Services;
- Cloud Infrastructure Services;
- Managed Hosting Services.
Unless otherwise agreed in writing, this SLA does not apply to:
- Domain registrations;
- Domain renewals;
- Domain transfers;
- Website development services;
- Consulting services;
- Professional services;
- Migration services;
- Third-party software;
- Third-party licensing services.
2. Service Availability Objective
INSIDX targets a monthly service availability objective of:
99.7% Monthly Uptime
This uptime objective represents a target only and shall not be interpreted as a warranty, guarantee, or contractual commitment.
3. Excluded Downtime
The following shall not be considered service downtime for SLA purposes:
- Scheduled maintenance;
- Emergency maintenance;
- Security incidents;
- DDoS attacks;
- Abuse-related actions;
- Force majeure events;
- Internet outages outside INSIDX control;
- Third-party provider failures;
- Registrar failures;
- Registry failures;
- Software defects;
- Customer actions or omissions;
- Customer misconfigurations;
- Customer software issues;
- Customer resource abuse;
- Suspension actions;
- Compliance actions;
- Governmental actions;
- Court orders.
4. Support Channels
The official and primary support channel for all services is the INSIDX Customer Portal ticketing system.
Customers must submit support requests through the official ticketing system.
Support requests submitted through:
- Telephone;
- Mobile calls;
- WhatsApp;
- Social media platforms;
- Messaging applications;
- Personal communications;
- Other unofficial channels;
may not be tracked, processed, prioritized, documented, or handled as official support requests.
INSIDX reserves the right to require any request submitted through unofficial channels to be re-submitted through the official ticketing system.
5. Support Response Objectives
INSIDX shall use commercially reasonable efforts to respond to support requests.
The standard target initial response time is:
Within twenty-four (24) business hours
Response times are targets only and do not constitute guaranteed response times.
The following factors may affect response times:
- Complexity of the issue;
- Third-party provider involvement;
- Infrastructure issues;
- Security investigations;
- Abuse investigations;
- Vendor dependencies;
- Force majeure events.
6. Resolution Times
INSIDX does not guarantee issue resolution within any specific timeframe.
Issue resolution times may vary depending on:
- Technical complexity;
- Third-party provider involvement;
- Vendor response times;
- Infrastructure requirements;
- Security considerations;
- Availability of information;
- Customer cooperation.
Any estimated resolution time provided by INSIDX shall be considered informational only and shall not constitute a binding commitment.
7. Paid Support Services
Unless expressly included within a purchased service plan or separate written agreement, the following services may be subject to additional fees:
- Telephone support;
- WhatsApp support;
- Priority support;
- Emergency support;
- Dedicated support;
- Remote assistance sessions;
- Consulting sessions;
- After-hours support;
- Weekend support;
- Professional services.
The availability of such services remains subject to resource availability and separate commercial arrangements.
8. Maintenance
INSIDX may perform scheduled or emergency maintenance where reasonably necessary to:
- Maintain security;
- Improve stability;
- Upgrade infrastructure;
- Apply updates;
- Apply patches;
- Resolve operational issues.
Maintenance may occur with or without prior notice depending upon operational, technical, or security requirements.
9. Service Credits
Where INSIDX determines that a service credit is appropriate, compensation shall be limited to:
Service Credit Only
No cash compensation, monetary damages, refunds, indirect damages, consequential damages, business losses, or financial compensation shall be payable under this SLA.
Any service credit granted shall not exceed:
One (1) Month of Service Fees
10. Limitation of Liability
The Limitation of Liability provisions contained in the INSIDX General Terms & Conditions are incorporated into this SLA by reference and shall apply fully to all matters governed by this SLA.
11. Governing Law and Jurisdiction
The Governing Law and Jurisdiction provisions contained in the INSIDX General Terms & Conditions are incorporated into this SLA by reference and shall apply fully to this SLA.
12. Contact Information
For support inquiries, SLA matters, service availability questions, or escalation requests:
INSIDX For Data Exchange LLC
Email: legal@insidx.com
Website: https://insidx.com
Customer Portal: https://my.insidx.com