XTR Team Blog

Service Level Agreement (SLA)

Service Availability

  1. XTR Game Servers is committed to providing the highest quality service to all customers. To support this commitment, XTR Game Servers gives the following service level guarantees and observes the following schedule of penalties for any failure to meet those guarantees.
  2. XTR Game Servers guarantees 99.99% Network Service Availability, measured on a calendar-month basis. Network Service Availability is defined as the ability of a user from anywhere in the world to ping the server firewall that your server is secured behind and to receive an average response of less than or equal to 500ms over a one hour period. Please email support@xtrgameservers.com to obtain the IP address of the firewall that is protecting your server.

Backup Service

  1. XTR Game Servers does not backup customer Servers.
  2. XTR Game Servers cannot be reponsible for the loss of any customer or XTR Game Server data.

Hosting Infrastructure Unavailability

  1. XTR Game Servers monitors the infrastructure as a whole but does not monitor individual servers, websites or mailboxes. Web and Email server unavailability caused by denial of service attacks, mail bombing, and other Denial of Service techniques is not included in uptime/downtime calculations.
  2. Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond XTR Game Servers control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations.

Network Availability

  1. Service unavailability resulting from network unavailability will be included in the Network Service Availability calculation. Network unavailability is defined as XTR Game Servers network's inability to pass incoming and outgoing TCP/IP traffic, including but not limited to backbone problems. Problems excluded include: problems on the customer's portion of the network, interruptions of service caused by denial of service or similar attacks or other forms of intrusion.

Hardware Failure

  1. In the event of a XTR Game Servers server or network device hardware failure, XTR Game Servers shall replace or repair hardware within 24 hours of XTR Game Servers determination that the hardware has failed. Such hardware failure, and repair and replacement of the hardware and the associated downtime shall not affect the Network Service Availability calculation.

Scheduled Maintenance

  1. To guarantee optimal performance of the hosting infrastructure, it is necessary for XTR Game Servers to perform routine maintenance on the servers and network devices. Such maintenance often requires taking XTR Game Servers servers off-line, typically performed during off-peak hours.
  2. XTR Game Servers will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. XTR Game Servers reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Network Service Availability calculation.

Cancellations & Refunds:-

  1. XTR Game Servers reserves the right to suspend OR terminate services on receipt of Abuse complaints.
  2. An unconditional 30 day money back guarantee is provided on managed shared hosting, reseller hosting, semi-dedicated, game servers hosting solutions. Domain registration Fees or Dedicated Server packages or SSL certificates or any add-on products do not come under the purview of this guarantee. XTR Game Servers reserves the right to decide whether or not to issue pro-rated refunds for requests made after 30 days.
  3. Only first-time accounts are eligible for a refund. For instance, if you've had an account with us before, cancelled and signed up again, you will not be eligible for a refund or if you have opened a second account with us.

Refund for Non-compliance Hosting Infrastructure availability

  1. For each full hour of Service availability falling below the guaranteed up-time guarantee, upon your notification (described below), XTR Game Servers will provide you with a refund in the amount of 5% of that months paid regular service charges. No element of software licenses shall be refunded.
  2. To receive the refund you must send a request by email with your name, including all dates and times of server unavailability, to support@xtrgameservers.com, in the month immediately following the month for which the refund is requested.
  3. XTR Game Servers will then compare the information provided by you to the server availability monitoring data XTR Game Servers maintains and notify you of the issuance of any refund. A refund is issued if the unavailability warranting the refund is confirmed by XTR Game Servers server monitoring data.
  4. The total refund to you for any account may not exceed 50% of the monthly fees paid for that account during the month for which the refund is to be issued.

Change to Services

  1. XTR Game Servers reserves the right to change the resource allocation for its services & also to change the prices listed on the website.
  2. XTR Game Servers reserves the right to change or revise its policies at any time without prior notice.