Service Level Agreement

1. Introduction and Scope

This Service Level Agreement ("SLA") supplements our Terms of Service and constitutes the separate written SLA agreement referenced therein. It applies to the underlying infrastructure powering the cloud storage, file management, and Docker container hosting services (the "Services") provided by XD's Cloud ("we", "our", or "us").

This SLA sets out our infrastructure uptime commitment, measurement methodology, refund policy, and support response targets. It applies to all plan tiers: Starter, Scale, and Summit accounts in good standing, with uptime commitments varying by plan. Refunds for missed uptime commitments are available for Scale and Summit plans only; Starter plans do not qualify for refunds. Free trials, beta features, and promotional or test servers are not covered by this SLA and are provided "AS IS" and "AS AVAILABLE" without an uptime guarantee, consistent with our Terms of Service.

2. Uptime Commitment

Our infrastructure uptime commitments vary by plan tier:

• Starter: 90% uptime commitment (~432 minutes downtime per 30-day month)
• Scale: 95% uptime commitment (~216 minutes downtime per 30-day month)
• Summit: 99% uptime commitment (~43 minutes downtime per 30-day month)

Uptime is measured at the infrastructure/node level, not at the level of an individual container, process, or application running inside your container. A container crash, application error, or process exit caused by your own configuration is not infrastructure downtime (e.g., an out-of-memory (OOMKilled) container is not infrastructure downtime; the node itself must be unreachable).

Uptime percentage is calculated as: ((Total minutes in the billing month − Qualifying unplanned downtime minutes) / Total minutes in the billing month) × 100%.

Billing months are aligned to calendar months in UTC; if your cycle started mid-month, credits are calculated pro-rata for that partial period.

3. What Qualifies as Downtime

Downtime is counted toward this SLA only when all of the following are true:

• The underlying node is completely unreachable or fails to respond to our monitoring probes for more than 5 consecutive minutes
• The cause is solely attributable to a failure in our infrastructure (hardware failure, power outage at the datacenter, or backbone network failure)
• The issue is detected by our monitoring systems or promptly reported by you via a support ticket

4. Exclusions

The following do not count as downtime and are excluded from all uptime calculations:

• Scheduled maintenance announced at least 24 hours in advance via email, dashboard notification, or status page
• Force majeure events, including natural disasters, acts of war, government action, or large-scale internet or backbone disruptions
• DDoS attacks, volumetric attacks, or any other external abuse directed at the Services, even where successfully mitigated
• Downtime caused by your container configuration, application code, packages, resource exhaustion, or misconfiguration of the xds-cloud.properties file
• Bugs, crashes, or incompatibilities in software you run inside your container, including outdated or unsupported runtime versions
• Client-side issues, including your internet connection, local firewall, or local device
• Periods during which your account or server is suspended or terminated for a Terms of Service violation, non-payment, or abuse
• Any single outage lasting less than 5 consecutive minutes
• Downtime occurring during announced stress tests, infrastructure upgrades, or experimental rollouts

5. Refund Policy for Downtime

Refunds for missed uptime commitments vary by plan tier:

Refunds are calculated from our internal monitoring logs and applied as direct refunds to the billing method used for the affected month. Refunds are processed within 14 business days of approval.

To request a refund: open a support ticket within 7 days of the end of the affected billing month, including the approximate timestamps of the downtime you experienced. We will review the claim against our monitoring logs and process any eligible refund within 14 business days.

A refund issued under this Section is your sole and exclusive remedy for any failure to meet the Monthly Uptime Commitment. No other compensation, damages, or further claims apply, consistent with the Limitation of Liability provisions of our Terms of Service.

6. Support Response Targets

Support response targets vary by plan and are measured from the time a support ticket is submitted to first response:

• Starter: Community support and documentation; no guaranteed response time
• Scale: Priority email support with a target first response within 24 hours
• Summit: Dedicated support engineer with a target first response within 4 business hours for service-impacting issues

Support response targets are best-effort goals rather than financially backed commitments, and do not themselves generate service credits under Section 5.

7. Monitoring and Claims Process

We continuously monitor infrastructure uptime using internal and third-party monitoring tools. You may request an uptime summary for your node by opening a support ticket; we will provide available logs upon reasonable request.

Our monitoring data is authoritative for determining eligibility for a service credit under this SLA. Disputed claims will be reviewed in good faith against our monitoring logs, and our determination is final.

8. General Limitations

• This SLA does not apply to beta or experimental features, free trials, promotional or test plans, or servers under suspension
• There is no uptime guarantee for any individual process, application, or container runtime running on top of the infrastructure — only for the underlying node/infrastructure itself
• This SLA does not modify, expand, or override the limitations of liability set out in our Terms of Service
• We may update this SLA from time to time; material changes will be reflected by an updated "Last Updated" date, and continued use of the Services after such changes constitutes acceptance

9. Contact and Governing Law

Service credit requests, uptime report requests, and questions about this SLA should be directed to contact@xdpxi.dev.

This SLA is governed by the same governing law and dispute resolution provisions set out in our Terms of Service. By using the Services under a Pro or Enterprise plan, you acknowledge and agree to this SLA.

10. Document Information

Effective Date: This SLA is effective as of the date of last update below.

Last Updated: August 20, 2026

This SLA is the separate written service level agreement referenced in our Terms of Service and describes the uptime commitment and refund policy applicable to all plan tiers: Starter, Scale, and Summit accounts. Refunds for missed uptime commitments are only available for Scale and Summit plans.