Service Level Agreement (“SLA”) – Dedicated Servers

This Service Level Agreement (“SLA”) applies to the Dedicated Server Packages provided by Hexica Limited (t/a Hexica). This SLA may be amended at any time by Hexica with a minimum of 90 days’ notice provided to affected clients.

The Hexica Hosting Network is defined as the hardware, software, routing and facilities within the larger Hexica network segment, including contracted co-location services to which the Hexica network segment is connected.

Service Availability is the total time in a calendar month that the Hexica service is available when monitored from 3 or more distinct points around the globe. Hexica takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider.

The Hexica Network Service Level Agreement guarantees hosting services to be running correctly 99.9% of the time.

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate Hexica network segment as confirmed by Hexica. Service Downtime is measured as the total length of time in minutes of the unplanned interruption in Service Availability during a calendar month. Hexica is not responsible for any unplanned outages due to third-party software or hardware failure or due to website services, web apps or coding put in place by the client. Hexica is not responsible for service disruptions caused by electronic attacks such as DDoS and ransomware attacks.


Scheduled Service Downtime is any interruption of Hosting Services. Scheduled Service Downtime occurs during a server maintenance window, which occurs in conjunction with a minimum of 24 hour notice to the Client via electronic communication. These scheduled maintenance windows occur out of hours for limited times to ensure software is kept up to date with the latest security patches and hardware is replaced at the end of its predefined life span.

Performance Credit
 occurs when 99.9% uptime is not met. Hexica will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of the customer’s monthly fee). Network downtime is measured by our server monitoring software which checks the availability of services from random points around the globe at 30 second intervals. In order to classify as a Network Outage service disruptions must be recorded from 3 distinct geographical locations.

In the event of Service Downtime in which monthly Service Availability is less than 99.95%, Client will receive a Performance Credit as described above.

This SLA does not cover Service Downtime caused by problems in the following:

  • Client’s local area network
  • Client-provided Internet connectivity or end-user software
  • Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment

Service Downtime Exclusions

The following are excluded from the monthly calculation of Service Availability:

  • Any utilized Scheduled Service Downtime
  • Any problems beyond the immediate Hexica network segment
  • Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
    • Inaccurate configuration
    • Non-compliant use of any software installed on the server
    • Client initiated server over-utilization
    • Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits