XcellHost guarantees that in the event of any hardware failure, the faulty hardware will be replaced within 6 hours of identifying the problem. In case this guarantee is not met, XcellHost will provide a credit of:
However, this guarantee excludes the time required to perform all additional maintenance related to software, firewalls, cloning of hard drives, rebuilding web accounts using backups, load balancer(s), reloading applications, reloading the operating system, rebuilding of RAID arrays or any changes in hardware like network switches and network routers. Also, XcellHost will not be responsible for any data loss of their customers, in case of any hardware problem, system crash, and any downtime or hard disk crash. Issues of these type may take 8-10 days for running properly.
Dedicated server hardware covered under this guarantee includes processor(s), hard drive(s), RAM, network card(s), motherboard and all other hardware that is related directly to the server offered in the plan.
In the event of ordering an upgrade, the upgrade will be completed within 6 hours of being scheduled. This upgradation needs to be scheduled with our support team. In the event the guarantee is not met, XcellHost will provide a credit of:
However, this guarantee would be void in the rare event of hardware/software in question being unavailable in the XcellHost's inventory. The customer would be properly notified of the situation within 3 hours.
*Hardware upgradation and replacement only cover classical dedicated servers and not V-ready or Hybrid servers or Cloud VPS or any other hosting.
XcellHost guarantees 99.9% network uptime to customers.
99.9% Network uptime
may be defined as the availability of the network from the internet across the globe 99.9% of the time.
may be defined as XcellHost's network unavailability (excluding maintenance period) for continuous 15 minutes of time with no internet traffic to the server as verified by the support team at XcellHost. Downtime is determined from the time when the affected customer raises a support ticket to the time XcellHost considers the problem as resolved.
In an unlikely event of downtime, XcellHost will compensate customers as given below:
All requests for compensation must be sent within 6 business days of the incident in question. The compensation amount will not exceed customer's first month's invoice amount. However, this SLA will not be applicable for any month in which the customer is the payment defaulter or has breached XcellHost's Terms of Service.
*Network availability will be calculated depending upon the customer's billing cycle and may be calculated differently for different customers.
There are a number of situations that are beyond XcellHost's control and are therefore not covered in this SLA. These include:
In case XcellHost is managing your server, then software will be updated occasionally for addressing performance or security issues. We will ensure that you don't experience downtime during this updation process but we may not be able to guarantee this every time and for all situations.
XcellHost will try to reduce any downtime in rare events when your dedicated server hardware needs replacement or maintenance. However, any downtime resulting from such maintenance will not be accounted for in our network SLA.
XcellHost will promptly notify you of any upcoming maintenance through maintenance announcements on your member panel and through xcellhoststatus.com. However, it is the responsibility of the customer to stay updated with the latest information by continuously checking XcellHost's emails, member panel's announcement section and xcellhoststatus.com. It is to be noted that these maintenance periods will not be covered under SLA credits.
Web Hosting Panel Issues
In case you experience downtime due to automatic updation of any web hosting panel related software, then XcellHost will try to resolve it but is unable to promise a resolution time.
If some legal action is initiated against a XcellHost customer, then XcellHost will act according to the law and this SLA will stand void in such case.
In case of any DDoS attck or third party attack against a customer's server or XcellHost's network, every possible step will be taken to counter the attack but a resolution time cannot be guaranteed in such cases.
Your dedicated server will be delivered to you in a maximum of 48 to 72 hours after your payment is received successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.
Our internal standards are extremely rigid and in almost all cases we'll deliver your server much before the said period.
Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you'll be informed about the delivery time by our provisioning team within 24 hours and such cases will not be covered under this SLA.
Your Cloud VPS will be delivered to you in a maximum of 24 hours after your payment is received successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.
Our internal standards are extremely rigid and in almost all cases we'll deliver your server with properly functioning storage, compute and hypervisor much before the said period.
Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you'll be informed about the delivery time by our provisioning team within 12 hours and such cases will not be covered under this SLA.
If migration of a virtual machine is needed due to degradation of host node, then you will be promptly notified before the beginning of migration, unless it is determined by reasonable judgment that migration should be done sooner so as to protect the services and data on the server.
Terms & Conditions for Public Cloud can be read here.
XcellHost guarantees that whenever you submit a ticket through our ticket system, you will get the first human, non-automated response to your Support Ticket in a maximum period of 1 hour. In case if your ticket goes 1 hour past our guarantee of initial response time then you will be eligible for a credit of 5% of your first month's invoice amount i.e. the amount of compensation will be equal to 5% of the customer's first month's amount of service.
In addition to all the points mentioned above there are certain exceptions to the eligibility of the customer to obtain credit. Credits will NOT be given in case of circumstances mentioned below:
a) The hardware failure or downtime is caused by the customer or any third party authorized by the customer to utilize the service.
b) The occurrence of hardware failure or downtime is because of failure of third party software, application or operating system failure.
c) If the customer's payment due date has passed at the time of occurrence of hardware failure or downtime.
d) The occurrence of hardware failure or downtime is because of maintenance.
e) The occurrence of hardware failure or downtime is because of failure of equipment, services, power, systems or facilities that are not provided, managed or owned by XcellHost.
f) The occurrence of hardware failure or downtime is because of some failure of a third party service to XcellHost.
g) The occurrence of hardware failure or downtime is because of failure of third party software, application or operating system failure.
h) The occurrence of hardware failure or downtime is because of any infrastructure or network that is not managed or owned by XcellHost.
i) The occurrence of hardware failure or downtime is because of some malicious attack like distributed denial of service attack, hacking or any other third party attack targeted at XcellHost, the network of XcellHost, or a customer of XcellHost.
j) The occurrence of hardware failure or downtime is because of any event beyond the control of XcellHost like flood, fire or any other natural calamities.
www.xcellhost.cloud may, but is under no obligation to, honor requests for refunds for the following reasons:
Although all the products are thoroughly tested before release, unexpected errors may occur. This reason should be submitted to our Support Team for its approval of your refund request.
A request based on this reason is addressed on a case-by-case basis and subject to our approval. To prevent this kind of claim from arising, every customer is encouraged to check thoroughly- video overviews, demo links, product samples and screen shots of each type of the product offered before making a purchase.
Some products/services come in refund class with some time limitations, the details of which are clearly mentioned on the website.
*The funds that are actually refunded may not be equal to the funds you requested due to one or more of the following factors:
Our refund policy, foreign exchange conversion fluctuations, Bank charges, which may be deducted by our bank and/or yours.