HOSTING SERVICE LEVEL AGREEMENT

Last updated: October 1, 2026

This Hosting Service Level Agreement (“SLA”) describes Phoenix Moirai LLC’s service availability commitments for eligible shared hosting customers.

1. Availability Commitment

Phoenix Moirai LLC will make commercially reasonable efforts to maintain availability of its shared hosting infrastructure.

Unless a customer’s order or service agreement expressly states otherwise, this SLA does not provide a guaranteed uptime percentage or automatic service credits.

2. Maintenance

Phoenix Moirai LLC may perform maintenance necessary to maintain, secure, repair, upgrade, or improve the hosting environment.

Scheduled maintenance will be announced in advance when reasonably practical.

Emergency maintenance may occur without advance notice.

3. Service Interruptions

Service interruptions may result from:

• Hardware failures;
• Software failures;
• Network failures;
• Data-center issues;
• Security incidents;
• Emergency maintenance;
• Third-party provider failures;
• Internet routing problems;
• Customer applications;
• Customer configuration;
• Domain or DNS problems; or
• Events outside Phoenix Moirai LLC’s reasonable control.

4. Exclusions

Service availability does not include interruptions caused by:

• Customer actions;
• Customer-installed software;
• Customer configuration;
• DNS or domain-registration problems outside Phoenix Moirai LLC’s control;
• Scheduled maintenance;
• Emergency maintenance;
• Abuse or security incidents caused by the customer;
• Suspension or termination under the Terms of Service;
• Third-party services;
• Internet-wide outages; or
• Force majeure events.

5. Support

Service issues should be reported through:

Support: support@phoenixmoirai.com

Paid technical support is available at $75 per hour with a one-hour minimum per request.

The existence of a service interruption does not automatically entitle a customer to free technical support.

6. Service Credits

Unless expressly stated in a customer’s service agreement, Phoenix Moirai LLC does not provide automatic service credits for downtime.

Nothing in this SLA limits any rights that cannot legally be waived.