SERVICE LEVEL AGREEMENT (SLA)
Effective Date: June 20, 2025
This Service Level Agreement (SLA) describes the availability, support, and performance commitments made by MOX Networks SpA (hereinafter, "MOX®" or "MOX") with respect to the services contracted by the Customer. This SLA is part of the General Terms and Conditions and applies to all services that expressly state it.
1. SCOPE OF THE SLA
This SLA applies to the following services provided by MOX:
- - VPS and Dedicated Servers
- - Shared and Reseller Hosting Services
- - Dedicated VPN and Proxy Services
- - Infrastructure Associated with Domain Names and Management Panel
2. UPTIME LEVEL
MOX is committed to maintaining a monthly availability of:- - 99.9% for VPS and Hosting
- - 99.9% for VPN and Proxy services
Availability (%) = [(Total Monthly Time - Unplanned Downtime) / Total Monthly Time] x 100
The following are excluded from the calculation:
- - Scheduled outages notified at least 24 hours in advance
- - Force majeure, DDoS attacks, third-party failures outside of MOX
- - Interventions requested by the Customer
3. RESPONSE TIMES
| Incident Priority | Description | Response Time | Estimated Solution Time |
|---|---|---|---|
| Critical | Complete service outage | < 1 hour | 1 to 4 hours |
| High | Problem that degrades the service | < 4 hours | 4 a 12 horas |
| Average | Partial failures, minor functionalities | < 8 hours | 12 to 24 hours |
| Low | General inquiries or administrative support | < 24 hours | 1 to 3 business days |
The times indicated are referential and may vary depending on complexity and external dependency.
4. SUPPORT CHANNELS
- - Ticketing in the customer area (24/7 for critical incidents)
- - (Optional) WhatsApp or online chat for selected customers
5. SCHEDULED MAINTENANCE
MOX may perform scheduled maintenance that could temporarily affect service availability. These events will be notified at least 24 hours in advance and will preferably be carried out during low-traffic hours.
6. CREDITS FOR UNAVAILABILITY
If MOX does not meet the committed availability levels, the Client may request proportional credits according to the following scheme:
| Monthly Availability | Credit Applicable on Monthly Bill |
|---|---|
| < 99.9% y ≥ 99.0% | 10% |
| < 99.0% y ≥ 95.0% | 25% |
| < 95.0% | 50% |
Conditions:
- - The Customer must request the credit within 5 business days of the close of the affected month.
- - It does not apply to accounts that are suspended, unpaid, or that violate the Terms of Use.
- - The credit applies to affected services; it is not transferable or redeemable for cash.
7. LIMITATIONS OF THIS SLA
This SLA does not apply to:
- - Beta, free, or promotional services
- - Problems arising from third-party software installed by the Customer
- - Noncompliance with technical requirements recommended by MOX
8. MODIFICATIONS
MOX may update this SLA at any time. Changes will be posted on the website and notified to the Client via the client area or email.
Legal consultations
If you have questions about any of our legal documents or need additional information, you can write to us using our contact form.
MOX NETWORKS SpA
RUT: 77.154.515-7
Barros Arana 492, of 78. Concepción, Chile.
Chile: https://mox.cl
Latam: https://mox.one
By purchasing our services, you acknowledge and agree to the terms of this Service Level Agreement.