Service Level Agreement

We guarantee 99.9% uptime for all hosting services, excluding planned maintenance windows.

What 99.9% means for you:

If we miss our uptime target, submit a support ticket within 7 days of the incident to receive service credits on your account.

Credit Schedule:

How to Request:

• Submit a ticket within 7 days
• Include dates and times of the outage
• Credits processed within 3 business days
• Applied to your next billing cycle

Included in SLA:

• Server Availability: service responding to connections
• Control Panel Access: web-based management interface
• File Management: FTP or SFTP access
• Backup Systems: automated backup creation and storage
• Database Access: database connectivity where applicable

We occasionally perform planned maintenance to keep infrastructure secure and up to date.

• Advance Notice: We provide as much notice as possible through Discord and the status page.
• Emergency Maintenance: In rare cases we may need urgent maintenance with little notice.

Not Covered by SLA:

• Client-side connectivity issues
• Third-party service failures
• Force majeure events
• User error or misconfiguration
• Large attack scenarios that exceed mitigations
• Features clearly marked as beta

• Automated checks and uptime monitoring
• Multiple monitoring locations
• Performance metrics across CPU, RAM, disk, and network
• Status page and incident communication

This SLA remains in effect while your account is in good standing. Credit claims must be requested via support ticket within 7 days of any downtime incident.