1. Purpose and Scope #
This Service Level Agreement (“SLA”) defines the technical service performance standards, uptime commitments, and incident-related response and resolution targets provided by The Xdemór Group Limited (“Xdemór”, “we”, “us”, “our”) to its clients (“Client”, “you”).
This SLA applies to the operation of our digital infrastructure, hosted platforms, SaaS environments, and related technical support across domains and sub-brands, including but not limited to:
-
xdorable.com
-
fludnox.com
-
services.support
-
oneview.zone
-
weblink.zone
- linkview.zone
-
yourweb.zone
-
webstudio.zone
-
paneldesk.zone
Note: Standard service request handling times (non-incident tasks) are defined in the Service Execution Policy and are not covered by this SLA.
2. Service Availability #
2.1 Uptime Commitment #
| Service Tier | Uptime Guarantee (per calendar month) |
|---|---|
| Core SaaS Infrastructure | 99.9% |
| Hosting & API Services | 99.5% |
| Client Dashboards/Portals | 99.0% |
Downtime is measured monthly and excludes approved maintenance windows or force majeure events.
2.2 Maintenance Windows #
-
Planned Maintenance: Sunday 00:00 – 06:00 GMT (weekly)
-
Emergency Patches: Minimum 1-hour notice via status.services.support
During these times, brief service degradation or downtime may occur without SLA penalties.
3. Incident Response and Resolution Targets #
These apply only to technical incidents affecting service availability or core functionality.
| Severity | Description | Initial Response Time | Target Resolution |
|---|---|---|---|
| P1 | Critical failure (platform-wide outage, data loss) | < 2 hours | < 4 hours |
| P2 | Major issue (core feature down for multiple clients) | < 4 hours | < 1 business day |
| P3 | Non-critical error, degraded performance | < 1 business day | < 3 business days |
| P4 | Minor UI issue, cosmetic bug | < 2 business days | < 5 business days |
4. Service Monitoring #
All Xdemór infrastructure is monitored 24/7 via internal and third‑party tools (e.g., HetrixTools, UptimeRobot, self‑hosted observability agents).
Clients may subscribe to live incident dashboards at: status.services.support
5. Support Availability for Incidents #
| Support Channel | Hours (UK Time) | Availability Notes |
|---|---|---|
| Email: customer@services.support | 09:00–18:00 Mon–Fri | All Clients |
| Portal Ticket System | 24/7 Submission | Incident queue monitored Mon–Sun |
| Live Chat / AI Agent | 7/365 | With fallback to ticket creation |
| Emergency Escalation (/critical) | – | Pro & Enterprise Clients only |
Enterprise clients may negotiate extended support hours and dedicated incident response agreements.
6. SLA Exclusions #
This SLA does not apply to:
-
Downtime caused by Client-side infrastructure (e.g., DNS misconfiguration, expired hosting plans)
-
Failures of third‑party services outside our control (e.g., Meta Ads API outages, Google downtime)
-
Issues resulting from unauthorised changes by the Client or third‑party vendors
-
Events classified as force majeure (e.g., natural disaster, war, internet backbone failure, legal restrictions)
7. SLA Credits for Uptime Breach #
7.1 Credit Eligibility #
Clients may request a service credit if monthly uptime falls below the committed levels:
| Actual Monthly Uptime | Credit (%) against monthly fee |
|---|---|
| < 99.9% and ≥ 99.0% | 5% |
| < 99.0% and ≥ 98.0% | 10% |
| < 98.0% | 20% |
Requests must be submitted within 14 days of the breach via sla@services.support.
7.2 Credit Limitations #
-
Total credits may not exceed 50% of the monthly invoice.
-
Credits apply to future invoices only.
-
SLA credits are not applicable to self‑hosted, white‑label, or reseller instances unless agreed in writing.
8. Data Safeguards & Backups #
-
Automated backups occur daily for all hosted environments under Xdemór’s control.
-
Backup retention ranges from 7 to 30 days depending on the plan.
-
Recovery from client‑side deletion may incur administrative fees.
9. Liability Limitation #
This SLA does not override limitations stated in the Master Terms of Service. Xdemór is not liable for indirect, incidental, or consequential losses arising from SLA breaches.
10. Governing Law #
This SLA is governed by the laws of England and Wales. Disputes will be resolved exclusively in the courts of London, UK.
Contact for SLA Issues:
-
Email: customer@services.support
- Submit Online SLA Request Form ↗
Include your full name, contact details, and a clear description of the request. For security and verification purposes, we may ask for additional identification information.