Last Updated: July 2, 2026
This Service Level Agreement (“SLA”) describes VIXNODE’s commitments regarding service availability for certain services, the applicable scope, exclusions, service credit terms, and claim procedures.
This SLA forms part of the VIXNODE Terms of Service. By using, subscribing to, or renewing VIXNODE services, you agree to this SLA.
VIXNODE Services: Website creation, editing, publishing, hosting, AI-assisted generation, image generation, custom domain configuration, account management, subscription, and related platform services provided by VIXNODE.
Published Website: A public website successfully published by a user through VIXNODE and managed or hosted by VIXNODE.
Availability: The percentage of time during a given month in which a Published Website is normally accessible by general internet users within services controlled by VIXNODE.
Unavailability: A condition where, due to failure of VIXNODE-controlled core hosting services, a Published Website cannot respond normally or be accessed by general users, and is not subject to exclusions in this SLA.
Monthly Availability: The service availability percentage calculated by VIXNODE for a single calendar month under this SLA.
Service Credit: Service points, billing credits, or other compensation provided to eligible users when VIXNODE fails to meet the applicable commitment.
Free Plan: No formal SLA, best effort only.
Starter Plan: Basic SLA applies, 99.5% monthly availability for Published Websites.
Standard Plan: Standard SLA applies, 99.9% monthly availability for Published Websites.
Enterprise or Custom Plan: Subject to separate written agreement.
The Free Plan does not include formal availability commitments or Service Credits.
For Enterprise or Custom plans, separately agreed written SLA terms prevail in case of conflict.
Published Websites hosted by VIXNODE.
Public website access services managed by VIXNODE.
Post-publication static resource delivery managed by VIXNODE.
VIXNODE-managed default domain website access services.
Correctly configured custom domain access where the issue is within VIXNODE control.
For custom domains under Starter and Standard plans, SLA applies only after DNS configuration, domain resolution, SSL/domain verification, and required settings are completed, and the issue is within VIXNODE control.
Free Plan, AI assistant requests, AI image generation, third-party AI/API services, and beta/preview features.
User-embedded or user-managed resources including code, DNS, registrar, CDN, proxy, and external network configurations.
Domain expiration, DNS propagation delay, SSL verification/certificate issues caused by third parties or user settings.
User local network/ISP/browser/device/firewall factors and third-party cloud/data center/provider failures.
Scheduled maintenance, emergency maintenance, security patches, and force majeure events.
Free Plan: No guarantee for Published Website, Dashboard/Editor, or AI features.
Starter Plan: 99.5% for Published Website; Dashboard/Editor and AI are best effort.
Standard Plan: 99.9% for Published Website; 99.5% for Dashboard/Editor; AI is best effort.
Enterprise or Custom Plan: As separately agreed.
“Best Effort” means commercially reasonable efforts without fixed availability guarantee or Service Credits.
Monthly Availability = (Total minutes in the month - Unavailable minutes in the month) ÷ Total minutes in the month × 100%
Unavailable minutes include only periods confirmed by VIXNODE to be caused by failures of VIXNODE-controlled core services.
Typical covered events include core hosting failure, post-publication resource service failure, infrastructure response failure, or managed default domain access failure within VIXNODE control.
Not considered Unavailability includes user content/script issues, user actions (delete/unpublish/overwrite), plan limit restrictions, incomplete custom domain setup, account restrictions due to violations, announced maintenance, and third-party failures.
If access, publishing, exporting, AI requests, image generation, custom domains, or other features are restricted because plan limits are reached or exceeded, these restrictions are not considered service Unavailability and are not eligible for SLA compensation.
Starter and Standard plans support custom domains, which may involve external infrastructure (DNS, registrar, SSL, CDN, proxy, etc.).
Issues caused by incorrect DNS settings, propagation, expiration, registrar/provider failures, SSL failures caused by user/third parties, or intermediary services are excluded. If domain configuration is correct and VIXNODE determines the incident is within its control, Unavailable time may be included.
AI features may depend on third-party models and APIs, safety review, queueing, rate limits, and regional restrictions. VIXNODE does not guarantee constant availability, fixed response time, fixed quality, or fixed outcomes for AI-related features.
AI assistant requests, image generation, and other point-based features are not covered by SLA commitments or Service Credits unless otherwise agreed in writing.
VIXNODE may conduct planned or emergency maintenance for stability, security, performance, and functionality. Planned maintenance will be notified in advance when reasonable. Emergency maintenance may be unannounced and does not count as Unavailable time under this SLA.
If VIXNODE fails to meet an applicable monthly commitment and eligibility requirements are met, users may request Service Credits (billing credits, service points, or another form designated by VIXNODE). Cash refunds are not provided.
Starter Plan credit levels:
Below 99.5% and at least 99.0%: 5% of monthly subscription fee.
Below 99.0% and at least 98.0%: 10% of monthly subscription fee.
Below 98.0%: 15% of monthly subscription fee.
Standard Plan credit levels:
Below 99.9% and at least 99.5%: 10% of monthly subscription fee.
Below 99.5% and at least 99.0%: 20% of monthly subscription fee.
Below 99.0%: 30% of monthly subscription fee.
Maximum Service Credit for a billing month will not exceed the subscription fee actually paid for that month (excluding taxes, third-party fees, add-ons, transaction fees, and exchange differences). Free Plan is not eligible.
Claims must be submitted within 30 days after the incident and should include account info, affected website/domain, incident time window, issue description, error evidence, and troubleshooting steps taken.
Eligibility is determined by VIXNODE using monitoring data, logs, incident reports, and user-provided materials. Late claims are deemed waived.
Service Credits are the sole and exclusive remedy for SLA failures. Except where required by law, VIXNODE is not liable for indirect, consequential, goodwill, profit, business interruption, or data-loss damages arising from unavailability or related events.
No Service Credit is provided for incidents caused by user violations, plan-limit excess, third-party failures, force majeure, user configuration errors, or excluded events in this SLA.
VIXNODE may suspend, restrict, or terminate services for violations, abuse, attacks, malicious/illegal activities, inappropriate content, limit circumvention, payment failure, or risk to VIXNODE/users/third parties. Such actions do not constitute an SLA breach.
VIXNODE may update this SLA due to product, infrastructure, operations, plan, or legal changes. For material updates, VIXNODE will use reasonable efforts to notify users via website announcements, in-service notices, email, or other reasonable methods.
Unless otherwise stated, updated terms take effect upon announcement or publication.
For questions about this SLA, availability, Service Credits, or service status, please contact VIXNODE via the contact methods listed on the VIXNODE website.
