Service Level Agreement

1. Scope of This Agreement

1.1 Scope: This Service Level Agreement (the "SLA") applies to the services provided by Foxeep, Inc. ("Foxeep," the "Company," "we," or "us") through foxeep.com. It forms an integral part of our Service Agreement and supplements Section 8 of that agreement; by purchasing a service, you accept both.

1.2 Eligibility: To use our services, you must be at least 18 years old, or the age of majority in your state, territory, or country of residence if higher, and you must provide accurate, current, and complete information. If you order on behalf of a company or another person, you represent that you are authorized to act for them (see Sections 3.3 and 4 of the Service Agreement).

2. Order Processing and Activation

2.1 Security Review: Every order goes through an automated security check. Orders that require closer review may be reviewed by our team for up to 24 hours.

2.2 Unverified Orders: If an order cannot be verified, it is canceled and the full amount paid is refunded to the original payment method. If an order is found to be fraudulent, the amount is refunded only to the holder of the original payment method (see Section 5.4 of the Service Agreement).

2.3 Activation: A service is activated only after its invoice is paid. Instant activation applies only to services advertised as instant, and we notify you by email as soon as your service is ready. Domain registrations and transfers are complete only after the relevant registry confirms them (see Sections 5.2 and 5.3 of the Service Agreement).

3. Payments and Automatic Renewal

3.1 Advance Payment: All services are paid in advance for the entire billing term you choose, and no service is provided before its invoice is paid.

3.2 Automatic Renewal: Services renew automatically for a term equal to the previous term unless you turn off automatic renewal in the Client Area at least 5 days before the due date.

3.3 Invoices and Charges: Hosting renewal invoices are issued 10 days before the due date for monthly, quarterly, and semi-annual plans and 15 days before it for annual and longer plans. Domain renewal invoices are issued 30 days before the due date, which is 7 days before the expiration date. A payment reminder is sent 5 days before the due date for hosting plans and 14, 7, and 5 days before it for domains, and the saved payment method is charged 3 days before the due date; if the charge fails, it is retried on the due date and once more 3 days after it.

3.4 Renewal Notices: Every renewal invoice and payment reminder states the renewal price, the date of the automatic charge, and how to cancel. For monthly services, we also send a receipt for each charge and an annual reminder (see Section 12.7 of the Service Agreement).

3.5 Unpaid Services: If an invoice remains unpaid, we send overdue notices 1, 4, and 23 days after the due date. Hosting services are suspended 5 days after the due date and terminated 30 days after the due date, when their data and backups are permanently deleted. Domains stop working on their expiration date if not renewed and may then be renewed during the grace period described in our Domain Registration Agreement.

3.6 Losses After Notice: We are not responsible for losses resulting from suspension or termination for non-payment after these notices have been sent (see Section 12.8 of the Service Agreement).

3.7 Chargebacks: If you open a chargeback or payment dispute, the affected services may be suspended until it is resolved. An administrative fee of $25 applies only if the dispute is resolved in our favor. Fraudulent payments may be reported to the payment processor and the appropriate authorities.

4. Prices and Renewals

4.1 Introductory Prices: Introductory and promotional prices apply to the first billing term only. Renewals are charged at the regular price shown at checkout and on the product page, which may differ from your first invoice.

4.2 Price Changes: Our prices reflect infrastructure, staff, and third-party costs and may change over time. A change applies only from your next renewal, and we notify you by email at least 30 days in advance with the new price and the online cancellation link.

5. Server Resources

5.1 Intended Use: Disk space, CPU, and memory are provided solely to run the websites hosted on your plan and their associated email.

5.2 Plan Limits: The limits of each plan are shown on the product page and in our knowledge base. If your account exceeds them or threatens server stability, we may restrict resources or, where strictly necessary, require an upgrade, and we will notify you and help you identify the cause (see Section 6.2.1 of the Service Agreement).

6. Acceptable Use

6.1 Acceptable Use Rules: Your use of the services is subject to Section 20 of the Service Agreement and to our full Acceptable Use Policy. We may disable any material that violates these rules.

7. Technical Support

7.1 Support Channels: Technical support is included free of charge with hosting services and is available around the clock through the ticket system in the Client Area to customers with active services. Our sales email address and public ticket page remain open to everyone for pre-sales questions.

7.2 Scope of Support: Our team helps you set up and run the services we provide and tries to help with related questions within the limits of our expertise, without guaranteeing that every issue will be resolved or that any particular result will be achieved.

7.3 Inability to Continue: If we cannot continue working on a request, we explain the problem and its cause, if known, why we cannot proceed, and what we have done up to that point.

7.4 Outside the Scope of Support: Issues with third-party software, custom development, design work, and excessive or unusually time-consuming requests are outside included support, and we may decline them or provide them for a fee announced in advance.

7.5 Access Authorization: When you open a ticket, you authorize our team, where necessary, to access your Client Area, control panel, hosting account, and associated domains to the extent needed to handle your request.

7.6 Abusive Communications: We may refuse or restrict support in the case of abusive or threatening communications or harassment of our team, and we will explain the reason to you.

8. Uptime Guarantee and Credits

8.1 Uptime Commitment: We guarantee 99.9% network and server uptime for hosting services in each calendar month.

8.2 Service Credits: If monthly uptime falls below 99.9%, you are entitled to a credit equal to 10% of that month's hosting fee for each full hour of downtime beyond the guarantee, up to a maximum of 50% of the monthly fee.

8.3 Requesting a Credit: To receive a credit, open a ticket within 30 days after the end of the affected month.

8.4 Use of Credits: Credits are added to your account balance and may be used for renewals, new purchases, or upgrades. They are not paid in cash, to a bank account, or to PayPal.

8.5 Measurement: Uptime is measured by our monitoring systems and internal logs; reports from third-party monitoring tools are not used.

8.6 Exclusive Remedy: Credits are your sole and exclusive remedy for downtime.

9. What Is Not Counted as Downtime

9.1 Exclusions: The following do not count as downtime and do not give rise to credits:

9.1.1 scheduled maintenance announced at least 24 hours in advance, and emergency security maintenance;

9.1.2 problems caused by your website, code, or settings, or by reaching your plan's resource limits;

9.1.3 third-party services, DNS propagation, and internet issues outside our network;

9.1.4 suspension for non-payment or for a breach of the Service Agreement;

9.1.5 events beyond our reasonable control, such as natural disasters, pandemics, war, power or internet outages, and large-scale cyberattacks (see Section 23.3 of the Service Agreement).

10. Maintenance

10.1 Scope of Maintenance: We carry out regular maintenance on hardware, software, security updates, control panels, and operating systems.

10.2 Scheduling: Scheduled maintenance is announced at least 24 hours in advance, except in circumstances beyond our control, and we schedule it to keep its impact on your services as low as possible.

11. Third-Party and Included Services

11.1 Third-Party Software: Some services include software or features provided by other companies, such as cPanel. We are not responsible for interruptions caused by those services and cannot guarantee their availability, but we make reasonable efforts to keep your services running (see Section 21 of the Service Agreement).

12. Backups

12.1 Backup Service: For hosting plans, we make backups according to your plan as an additional, secondary service, on a best-effort basis, and store them separately from your server.

12.2 Your Responsibility: Backups are not a substitute for your own copies. You remain solely responsible for keeping independent copies of your website and data (see Section 9 of the Service Agreement).

13. Free Website Migration

13.1 Included Migrations: Free migrations are included with eligible hosting plans, up to the number stated in the plan, and additional migrations may be offered for a flat fee.

13.2 What Is Migrated: A migration covers website files, databases, and email data only. Moving a domain name to Foxeep is a separate domain transfer.

13.3 Access and Limitations: By requesting a migration, you authorize us to access your previous hosting account. A migration may not be possible if the previous provider restricts access or if the data is incomplete, corrupted, or in an incompatible format. You remain responsible for keeping a backup with your previous provider until the migration is confirmed as complete.

13.4 DNS Settings: After the migration, you must update your DNS records or nameservers, unless you asked us to transfer both your hosting and your domain.

13.5 Rejected Content: We may refuse to migrate any content that violates our acceptable use rules (see Sections 7.5 and 20 of the Service Agreement).

14. Promotions

14.1 Promotion Terms: Promotions and coupons are subject to their published terms, which you can request from our sales team or through a ticket. We may modify or end a promotion at any time without affecting orders already paid. The $1 first-month offer is described in Section 6.1 of the Service Agreement and is non-refundable.

15. Suspension and Termination

15.1 Suspension by Foxeep: We may suspend or terminate a service for non-payment, for a breach of the Service Agreement, to comply with the law or a court order, or to prevent harm to the services, our customers, or others. Where reasonable, we notify you and give you an opportunity to cure. If we terminate a service for any other legitimate reason, we refund the prorated value of the unused prepaid term (see Section 14.2 of the Service Agreement).

15.2 Discontinued Services: If a service can no longer be provided for technical, legal, or regulatory reasons, we give you at least 7 days' notice, a copy of your data where technically feasible, and a prorated refund of the unused prepaid term.

15.3 Content Deletion: After termination, content is deleted as described in Section 14.4 of the Service Agreement.

16. Limitation of Liability

16.1 Excluded Damages: TO THE MAXIMUM EXTENT PERMITTED BY LAW, FOXEEP, INC. AND ITS AFFILIATES, OFFICERS, EMPLOYEES, AND AGENTS ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, INCLUDING LOSSES CAUSED BY NETWORK, SERVER, SOFTWARE, OR HARDWARE FAILURES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

16.2 Liability Cap: OUR TOTAL LIABILITY FOR ALL CLAIMS WILL NOT EXCEED THE AMOUNTS YOU PAID US FOR THE AFFECTED SERVICE DURING THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

16.3 Exceptions: These limitations do not apply to liability that cannot lawfully be limited, such as liability for gross negligence, willful misconduct, or fraud, and some states do not allow certain limitations (see Section 15 of the Service Agreement).

17. Indemnification

17.1 Your Obligation: You agree to defend, indemnify, and hold harmless Foxeep, Inc. and its affiliates, employees, and agents from and against any third-party claims, losses, and expenses, including reasonable attorneys' fees, arising from your content, your use of the services, or your breach of our agreements or of the law. This obligation survives the end of your services (see Section 15.6 of the Service Agreement).

18. Changes to This SLA

18.1 Amendments: We may update this SLA and will post the last updated date on this page. We notify you by email at least 30 days before material changes take effect. If you do not agree, you may cancel before the changes apply; continued use after that date constitutes acceptance.

19. Governing Law

19.1 Governing Law and Disputes: This SLA is governed by applicable U.S. federal law and the laws of the State of Delaware. Disputes are resolved as described in Section 24 of the Service Agreement, and nothing in this SLA limits any consumer right that cannot be waived by law.

20. Contact

20.1 Technical Support: support@foxeep.com or the ticket system in the Client Area.

20.2 Sales: sales@foxeep.com

20.3 Billing: billing@foxeep.com

20.4 Mailing Address: Foxeep, Inc., 16192 Coastal Hwy, Lewes, DE 19958, USA.