Service Level Agreement
Last updated: June 5, 2026
This Service Level Agreement (SLA) outlines the service reliability commitments of Dracxi Hosting for our New Zealand-based infrastructure.
This SLA does not limit any rights you may have under the Consumer Guarantees Act 1993.
1. Uptime Commitment
We aim to provide 99.5% monthly uptime for hosted services, excluding:
- Scheduled maintenance
- Network provider outages
- Force majeure events
2. Maintenance
Planned maintenance will be communicated in advance where possible and may cause temporary service interruptions.
3. Support Response Targets
| Priority | Description | Target Response |
|---|---|---|
| Low | General queries | 24–48 hours |
| Medium | Service degradation | 12–24 hours |
| High | Service outage | Best effort ASAP |
Response times are not guarantees.
4. SLA Credits
SLA credits may be considered at our discretion for extended outages caused directly by Dracxi Hosting infrastructure.
Credits are applied to future billing only and must be requested.
5. Exclusions
SLA does not apply to:
- User-caused issues
- Software bugs in third-party applications
- DDoS attacks beyond mitigation capacity
6. Changes
We reserve the right to modify this SLA with notice.