Engineering Commitment

Service Level Agreements

A concrete, mathematical commitment to absolute reliability, performance, and dedicated engineering support.

Last updated: March 18, 2026
Contract Ref: V4.1

99.9% Uptime Guarantee

We deploy horizontally scaled Kubernetes clusters and Edge nodes to ensure your deployment remains completely immune to standard traffic spikes and local datacenter failures.

Mission-Critical Infrastructure
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1. Uptime Guarantees

XenotriX ensures a minimum of 99.9% uptime for all managed cloud architecture and deployed web applications per month. Uptime is mathematically tracked via internal and external third-party telemetry nodes.

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2. Maintenance Windows

Scheduled infrastructure maintenance that may cause temporary latency or offline status will be strictly confined to low-traffic hours (typically 2:00 AM - 4:00 AM UTC on weekends). Clients will be notified at least 48 hours prior to any major database migration or server patching.

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3. Incident Severity Levels

Support response times are strictly dictated by the severity of the operational issue:

  • Severity 1: Critical
    Complete system failure or data breach. Target response: < 15 Minutes. Continuous resolution efforts.
  • Severity 2: High
    Core features malfunctioning significantly impairing business operations. Target response: < 2 Hours.
  • Severity 3: Normal
    Minor bugs, cosmetical errors, or general engineering questions. Target response: < 24 Hours.
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4. Exclusions

The SLA does not apply to extreme downtime caused by Force Majeure events, deliberate client configuration errors, compromised client credentials, or third-party outages (e.g., AWS global failures, DNS registar outages).

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5. Resolution Protocols

When a Severity 1 incident occurs, engineering triage immediately kicks in. Root Cause Analysis (RCA) documentation will be handed to the client within 72 hours of complete issue resolution.

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6. Service Credits

If monthly uptime drops below the guaranteed 99.9%, clients with active managed service agreements are eligible for Service Credits equal to 10% of their monthly engineering retainer. If uptime drops below 99.0%, credits rise to 25%.

Unshakeable
Confidence

When you deploy with XenotriX, you are backed by an elite engineering force heavily committed to ensuring zero downtime for your enterprise.

Discuss SLAs with Engineers
AWS CertifiedVercel Partners24/7 Security Operations