Service Level Agreement
What we commit to, and how service credits work if we fall short.
Draft: this template is not legal advice. Have it reviewed by a UK solicitor and fill in every [BRACKETED] item before you take payments.
Commitment
We aim for [99.9]% monthly availability of the hardware and network your server runs on. That target excludes scheduled maintenance, which we announce at least 48 hours in advance on Discord and by email.
Service credits
| Monthly availability | Credit |
|---|---|
| 99.0% to 99.9% | 10% of the monthly fee |
| 95.0% to 99.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Not covered
This SLA does not cover problems caused by game updates, mods, plugins or your own configuration, suspension for breaking our terms, or attacks targeted at your server.
How to claim
Open a ticket within 14 days of the end of the affected month. Credits are capped at 50% of the monthly fee.