1. Services Covered

This SLA covers the following services provided by REGXA LLC through www.regxa.com:

• Web Hosting
• Cloud VPS
• Cloud VDS
• Cloud Storage

2. Service Availability

REGXA LLC guarantees a 99% uptime for our services, excluding scheduled maintenance.

3. Response Time

We strive to provide timely responses to support tickets during business hours. Our support team works diligently to address issues based on their priority level, with typical response times as follows:

• Critical issues: We prioritize these issues during business hours
• High priority issues: Typically addressed within 1-2 business days
• Medium priority issues: Usually responded to within 2-3 business days
• Low priority issues: Generally addressed within 3-5 business days

Note: Response times are calculated during business hours and may vary based on ticket volume and complexity of the issue. Support services are not available outside of business hours, during weekends, or holidays.

4. Maintenance

Scheduled maintenance will be performed during off-peak hours and communicated at least 24 hours in advance.

5. Data Backup and Recovery

For web hosting services, we maintain regular backup systems and implement industry-standard disaster recovery practices. While we cannot guarantee specific recovery timeframes, our team will make every reasonable effort to restore data in the event of a system failure or data loss incident.

Important notes regarding backups:

• Web hosting services include regular backup procedures as a courtesy service
• Cloud VPS, Cloud VDS, and Cloud Storage services do not include backup services
• Customers are strongly encouraged to maintain their own backup solutions for all services
• In the event of data loss, we will work diligently to recover data where possible, but recovery cannot be guaranteed

6. Security Measures

REGXA LLC implements industry-standard security measures, including encryption, firewalls, and regular security audits to protect customer data and services.

7. Service Credits

In the event of service interruptions affecting our hosting infrastructure, we may provide service credits at our discretion. Service credits will be evaluated on a case-by-case basis, taking into account:

• The nature and duration of the service interruption
• The impact on the customer's services
• The cause of the interruption

Service credits, when issued, will be applied to future service periods and cannot be converted to cash refunds. All service credit requests must be submitted within 30 days of the incident.

8. Limitations and Disclaimers

This SLA does not apply to issues caused by factors outside REGXA LLC's control, including but not limited to:

• Force majeure events
• Third-party service failures
• Customer-caused problems
• Hardware failures due to physical damage, fire, or electrical issues
• Complete data loss due to catastrophic events affecting server hardware

REGXA LLC is not responsible for data loss or service interruptions caused by events outside our reasonable control, including but not limited to natural disasters, fires, or severe electrical issues that result in complete hardware failure.

Customers are strongly advised to maintain their own backups for all services, especially for Cloud VPS, Cloud VDS, and Cloud Storage, where REGXA LLC does not provide backup services.