Service Level Agreement
Last updated 23 July 2026
1. Definitions
"Downtime" means your service is completely unreachable from the public internet, excluding the exclusions listed in Section 4. "Monthly Uptime Percentage" is calculated as the total minutes in a calendar month minus Downtime minutes, divided by total minutes in that month.
2. Uptime Commitment
We guarantee a Monthly Uptime Percentage of at least 99.9% for network and power availability across our Coventry, UK node. This commitment applies to network and power infrastructure — it does not guarantee the uptime of your own game server process, mods, or plugins, which remain under your control.
3. Service Credits
If we fail to meet the Uptime Commitment in a given calendar month, you're entitled to a service credit applied to your next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 5% of monthly fee |
| 95.0% – 98.99% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Service credits are your sole and exclusive remedy for any failure to meet the Uptime Commitment. Total credits in any billing month will not exceed 100% of that month's fee for the affected service.
4. Exclusions
The Uptime Commitment does not apply to Downtime caused by: scheduled maintenance (announced at least 24 hours in advance); factors outside our reasonable control, including denial-of-service attacks beyond our mitigation capacity, force majeure events, or upstream internet backbone failures; issues caused by your own software, mods, plugins, or misconfiguration; suspension for Acceptable Use Policy violations or non-payment; or beta/preview services explicitly marked as such.
5. Support Response Times
| Priority | Example | First Response |
|---|---|---|
| Critical | Service completely down | Within 1 hour, 24/7 |
| High | Major feature impaired | Within 4 hours, 24/7 |
| Normal | General support request | Within 1 business day |
| Low | Feature request, question | Within 2 business days |
6. Claiming a Credit
To claim a service credit, open a support ticket from your client area within 30 days of the incident, including the affected service name and the dates/times of Downtime you experienced. We'll verify against our own monitoring and apply any valid credit to your next invoice.