Legal
Service Level Agreement
Last updated: March 2026
1. Scope
This Service Level Agreement (“SLA”) applies to Fexyn VPN Enterprise plan subscribers. It defines uptime commitments, support response times, and remedies in the event of service disruptions.
2. Uptime Commitment
Fexyn commits to the following monthly uptime percentages for VPN infrastructure:
| Plan | Uptime Target | Max Monthly Downtime |
|---|---|---|
| Teams | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43 minutes |
3. Planned Maintenance
Scheduled maintenance windows are excluded from uptime calculations. Fexyn will provide at least 48 hours advance notice for planned maintenance and will schedule maintenance during low-traffic periods when possible.
4. Support Response Times
| Severity | Description | Response |
|---|---|---|
| Critical | Total service outage | 1 hour |
| High | Major feature degradation | 4 hours |
| Medium | Minor feature issues | 1 business day |
| Low | Questions, feature requests | 2 business days |
Enterprise customers receive a dedicated account manager and priority routing for all support requests.
5. Service Credits
If monthly uptime falls below the committed target, Enterprise customers are eligible for service credits based on the following schedule:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.89% | 5% |
| 95.0% – 98.99% | 10% |
| 90.0% – 94.99% | 25% |
| Below 90% | 50% |
- Credits are capped at 50% of the monthly fee for any single billing period.
- Credits are applied as account credits toward future invoices, not as refunds.
- Credits must be requested within 30 days of the qualifying downtime event.
- Service credits are the sole and exclusive remedy for failure to meet the uptime commitment.
6. Exclusions
This SLA does not apply to outages caused by force majeure events, customer-side network issues, scheduled maintenance windows, or government-mandated service restrictions in specific jurisdictions.
7. Claiming Credits
To claim a service credit, contact enterprise@fexyn.com within 30 days of the qualifying event with the affected dates and description of the outage. Fexyn will verify the claim against internal monitoring data and issue credits within one billing cycle.
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