Service Agreement

Last Revised: May 26, 2025

Databases hosted on eximgpt.com always benefit from the following services:

Uptime Commitment – 99.9%

Customer databases are stored in various regions around the world. Each customer database is backed up in real-time on a redundant dataset within the same data center. We collaborate with various hosting service providers worldwide, ensuring a continuous uptime of at least 99.9%. Therefore, we can guarantee 99.9% monthly uptime (excluding planned maintenance)*. This corresponds to a maximum unplanned downtime of 45 minutes per month. We usually provide much better uptime than this (100% most months), as our providers consistently deliver uptime far exceeding their SLAs.

* These figures refer to the availability of the platform we provide to all customers. Individual databases may be temporarily unavailable for specific reasons, often related to customer actions or customizations.

High Availability

Our data centers are Tier III certified or equivalent, with N+1 redundancy for power, network, and cooling systems. Each customer database is backed up in real-time on redundant storage located in the same data center, so failover can occur quickly in the event of hardware failure without data loss.

Backup and Disaster Recovery

A disaster can be any unexpected event that results in a slowdown, interruption, or failure in the main system or network. These incidents can be caused by natural disasters (such as fires, earthquakes, storms, etc.), technological failures, sabotage, incompatibility, or human error.

We maintain 14 full backups of each EximGPT database for up to 3 months: Every 24 hours, customer data is fully backed up by us. Each week, a full daily backup (the latest from that week) is promoted and considered a weekly backup. Each month, the latest weekly backup is promoted to become a monthly backup. Backups are located in at least two different data centers. You can download manual backups of your data at any time using the control panel. You can contact our Help Desk to restore any backup to your live database.

For disasters affecting only a single server:

  • RPO (Recovery Point Objective) = 24 hours, meaning a maximum of 1440 minutes of work may be lost.
  • RTO (Recovery Time Objective) = 02 hours, meaning the service will be back online within a maximum of 120 minutes.

Complete disaster recovery:

  • RPO (Recovery Point Objective) = 24 hours
  • RTO (Recovery Time Objective) = 04 hours for paid subscriptions, 08 hours for free trials

Security

The safety of your data is very important to us, and we design our systems and processes to ensure it. Here are some highlights:

  • SSL: All web connections are protected by 256-bit SSL encryption.
  • Reliable Platform: Servers with full hardware guarantees.
  • Passwords: Protected by PBKDF2 + SHA512 encryption.
  • Secure Systems: Running Linux with up-to-date security patches.
  • No Data Sharing: Each customer has a separate database.

Contact for Inquiries

If you have questions about the EximGPT Service Level Agreement, our data processing activities, or your transactions with this website, you can contact our Data Protection Officer via email at support@eximgpt.com.