QuixiCloud Service Level Agreement (SLA)

Last Updated: July 10, 2026
Effective Date: May 1, 2026

1. Purpose

This Service Level Agreement ("SLA") defines QuixiCloud’s service availability commitments, support response targets, and customer responsibilities. This SLA applies specifically to eligible paid Subscription and Business plans. While free accounts are governed by our general Terms and Conditions and benefit from our robust infrastructure, they are not eligible for the service credits or priority support commitments outlined in this document.

2. Covered Services

This SLA applies to the core functional components of the QuixiCloud ecosystem, including:

• The QuixiCloud Web Platform
• File upload and download operations
• WebDAV access endpoints
• QuixiCloud Android and Windows applications
• QuixiCloud APIs (where available)
• Future official applications (such as iOS and macOS clients) upon their release

3. Service Availability Commitment

QuixiCloud targets a 99.9% monthly availability for our core storage and web platform services.

Note: This percentage is a target designed to set expectations regarding platform reliability. It is not an absolute guarantee against brief network fluctuations or localized ISP routing issues.

4. Planned & Emergency Maintenance

To ensure the long-term stability and security of the platform, QuixiCloud must perform periodic maintenance.

• Planned Maintenance: We aim to schedule planned maintenance during low-traffic windows and will normally provide at least 48 hours of advance notice to affected users via email or platform dashboard notifications.
• Emergency Maintenance: In the event of a critical security vulnerability or severe infrastructure instability, QuixiCloud reserves the right to perform emergency maintenance immediately and without prior notice to protect customer data.

5. Service Monitoring

QuixiCloud maintains comprehensive, 24/7 internal monitoring to preemptively identify and resolve issues. We continuously monitor:

• Global infrastructure health and server load
• Storage node integrity and availability
• Network connectivity and API latency
• Data replication status across regions
• Security events and intrusion detection systems

6. Incident Priorities & Response Targets

For eligible paid accounts, QuixiCloud prioritizes support tickets based on the severity of the incident. Our target initial response times are as follows:

7. Support Channels

Customers can request support or report incidents through the following official channels:

• Email Support: support@quixicloud.com
• Customer Portal: Through the authenticated support ticketing system inside the web dashboard. (Future channels such as live chat and phone support will be added to this SLA upon launch).

8. SLA Exclusions

The service availability commitments and target response times defined in this SLA do not apply to downtime or performance degradation caused by:

• The customer’s local internet connectivity or ISP outages.
• The use of outdated, modified, or unsupported third-party software.
• Hardware failures on the customer's personal devices.
• Misconfiguration of WebDAV clients or API integrations by the customer.
• Major third-party network outages (e.g., global DNS failures) beyond QuixiCloud's reasonable control.
• Force majeure events (e.g., natural disasters, acts of war).

9. Service Credits

Service credits, where applicable, are available exclusively to eligible Business customers in accordance with the specific terms of their subscription or enterprise agreement. Credits are not automatically issued and must be requested by the primary account holder within 30 days of a qualifying service outage.

10. Backup & Disaster Recovery

QuixiCloud utilizes multi-region data replication to improve service resilience and prevent data loss from hardware failure. However, replication is not a substitute for user-managed backups.

While QuixiCloud offers version history and disaster recovery features (which vary by plan), users remain solely responsible for maintaining independent backups of their critical data appropriate to their personal or business risk tolerance.

11. Security Commitments

QuixiCloud maintains rigorous administrative, technical, and organizational measures to protect customer data, as detailed in our Security Policy. We commit to maintaining these standards for the duration of your subscription.

12. Customer Responsibilities

To ensure the best possible experience and to maintain eligibility under this SLA, customers are expected to:

• Maintain secure, complex master passwords.
• Enable Multi-Factor Authentication (MFA) on their QuixiCloud accounts.
• Keep all QuixiCloud applications updated to the latest available versions.
• Monitor their storage quotas to avoid failed uploads.
• Ensure payment methods are up to date to prevent automated account suspension.

13. Reporting Incidents

To report a service issue or claim an SLA violation, customers must open a support ticket detailing the issue. To help our engineers resolve the issue within the target response time, please include:

• The affected account email address.
• Exact timestamps of the issue (including the timezone).
• The specific device, OS, and app version being used.
• Any error codes or detailed descriptions of the behavior.

14. Changes to the SLA

QuixiCloud reserves the right to update this Service Level Agreement to reflect changes in our infrastructure, support capabilities, or service offerings. We will provide appropriate notice to paid customers prior to implementing any material changes that reduce our commitments.