Service Level Agreement
What we commit to, how it's measured, and what happens when we miss.
The commitment
All xonPlus plans run on the same infrastructure with a 99.99% monthly uptime target for the xonPlus API and partner dashboard. Uptime is measured by independent third-party monitors (UptimeRobot) and published on our public status page.
xonThreatIntel+ Ultimate and custom enterprise agreements additionally carry a credit-backed SLA under the terms below.
Measured uptime
As of 2026-07-06, from the same monitors behind the live status page. Figures refresh with each site deployment.
Service credits (credit-backed plans)
If monthly uptime of the xonPlus API falls below the target, customers on credit-backed plans are entitled to a service credit against the following month's fee:
| Monthly uptime | Service credit |
|---|---|
| Below 99.99%, at or above 99.9% | 10% of the monthly fee |
| Below 99.9%, at or above 99.0% | 25% of the monthly fee |
| Below 99.0% | 50% of the monthly fee |
To claim a credit, email [email protected] within 30 days of the end of the affected month. Credits apply to future invoices and are not redeemable for cash.
Scope and exclusions
- Covered: the xonPlus API (plus-api.xposedornot.com) and the partner dashboard.
- Scheduled maintenance announced at least 24 hours in advance is excluded from uptime calculations.
- Downtime caused by factors outside our reasonable control (force majeure, upstream internet outages) or by the customer's own systems or misuse is excluded.
- Uptime is calculated per calendar month from the independent monitoring data linked above.
Support response times
Support commitments are per plan: email support with next-business-day response on entry tiers, priority Slack + email with same-business-day response on mid tiers, and first response within 4 business hours on top tiers. See each product's pricing page for the tier details.