This article outlines the Service Level Agreement (SLA) and uptime guarantees customers can expect when hosting with us.

What is SLA & Uptime Guarantee?

  • An SLA (Service Level Agreement) is a contract between you (the customer) and us, defining the level of service (availability, uptime) we promise to deliver.
  • Uptime guarantee refers to the percentage of time your service should remain operational (accessible) over a billing period (usually a month).

Our Uptime Commitment

We are committed to providing a 99.95% uptime for all shared hosting and game hosting services.

  • If your service is unreachable for more than 15 consecutive minutes, you may be eligible for an SLA credit.
  • For every hour of downtime beyond those first 15 minutes, you can receive 1% credit of the affected service’s monthly cost, up to 100% of its value.
    • Example: If your hosting plan costs $10/month and you experience 2 hours of downtime (past the initial 15 minutes), you may receive a 2% credit ($0.20) unless the downtime qualifies for more under the rules.

What Counts as “Service Downtime”

“Downtime” is defined as any unplanned interruption during which you cannot access the service as described.

  • The interruption must stem from our network or infrastructure.
  • It is measured over consecutive minutes/hours in a calendar month.

Exclusions & What the SLA Does Not Cover

The SLA does not apply in cases including (but not limited to):

  1. Acts of God
    • Natural disasters, severe weather, or other external events beyond our control.
  2. Illegal Activities / Customer-caused outages
    • DDoS attacks, misuse, violations of the Acceptable Use Policy, or other unlawful behavior.
  3. Client-Side Issues
    • Network outages on your side, DNS misconfiguration under your control, or local connectivity issues.
  4. Resource Limit Exceedance
    • If the outage is caused by you exceeding the resource limits (CPU, memory, I/O) of your hosting plan.
  5. Fraudulent Claims
    • If we determine the SLA claim to be invalid or fraudulent.

How to Claim SLA Credit

If you believe your service has breached the SLA, follow these steps:

  1. Log in to your client area.
  2. Open a billing/support ticket.
  3. State clearly:
    • The affected service (domain, game server, hosting plan, etc.)
    • The date and time (UTC or your local time) of when downtime began and ended
    • Any supporting logs or evidence (screenshots, monitoring data)

We will review your claim and, if approved, issue a credit according to the SLA terms.