Service Level Agreement
The availability we commit to, how we measure it, and what you are entitled to if we miss it.
The short version
We commit to 99.9% availability in each calendar month for the network and host infrastructure your service runs on. That allows for about 43 minutes of unplanned downtime in a 30-day month. If we miss it, you can claim a service credit.
This agreement supplements our Terms of Service, which continue to govern your use of our services. Where the two differ, the Terms of Service take precedence.
What this covers
This agreement applies to every active, paid game server and dedicated server on your account. It covers the parts of the service we operate:
- The network path to your service — our routing, transit, switching and DDoS mitigation.
- The physical host your service runs on — power, cooling, and the hardware itself.
- The control plane you manage it with — the client area and the game control panel.
What this does not cover
We can only commit to the things we control. The following sit outside that, and time lost to them does not count as downtime:
- The game server process itself, when it stops for a reason we did not cause — a mod, plugin, map or configuration you installed, or a crash inside the game build.
- The game publisher's software and services: an update that breaks a server build, a broken official release, or an outage of the publisher's own systems.
- Actions taken by you or anyone with access to your account — restarts, wipes, reinstalls, deleted files, or exhausting the memory, storage or CPU included in your plan.
- On a dedicated server, anything above the hardware and network we provide: the operating system, the software you install, and the way you configure them.
A denial-of-service attack against your service is deliberately not on that list. Absorbing those is part of what you are paying for, and an outage caused by one is our problem, not yours.
The availability commitment
Availability is calculated per service, per calendar month, as the share of that month in which the covered infrastructure was not causing your service to be unreachable. Our target is 99.9%, which works out as the following allowance for unplanned downtime:
| Month length | Unplanned downtime allowed at 99.9% |
|---|---|
| 31-day month | 44 minutes 38 seconds |
| 30-day month | 43 minutes 12 seconds |
| 29-day month | 41 minutes 46 seconds |
| 28-day month | 40 minutes 19 seconds |
How downtime is measured
Downtime is counted in whole minutes, from the first point at which our monitoring shows the covered infrastructure making your service unreachable, until the point service is restored. Partial minutes are rounded in your favour.
We measure this from our own monitoring of the host and the network. We want to be straightforward about the limits of that: we do not currently publish a per-service uptime report you can check yourself, and we do not calculate your monthly availability automatically. Network-level incidents are posted on our network status page. If your own monitoring recorded an outage, send it with your claim — we will take it into account rather than treat our records as the only evidence.
Exclusions
- Scheduled maintenance we announce in advance, and emergency maintenance needed to keep the platform safe or online.
- Suspension or termination of your service for non-payment or for a breach of our terms of service.
- Anything in the "What this does not cover" list above.
- Events genuinely outside our control — natural disasters, war, government action, or the failure of a third-party network we do not operate and cannot route around.
Service credits
If we miss 99.9% availability for one of your services in a calendar month, you may claim a service credit for that service.
We assess each claim individually against the length of the outage and what the service costs you, rather than applying a fixed percentage. Where a claim is upheld, the credit is issued to your account.
How to claim
Open a ticket from your client area, or contact us, within 30 days of the end of the month you are claiming for. Tell us which service was affected and roughly when the outage started and ended. Claims made after that window cannot be assessed, because the underlying monitoring data will have aged out.
How credits are paid
Approved credits are added to your account balance and applied automatically against your next invoice. They are not redeemable for cash and cannot be transferred to another account.
Service credits are the sole and exclusive remedy for any failure to meet the availability commitment in this agreement. This does not affect the separate money-back guarantee described in our Terms of Service, or any right you have under applicable law that cannot be waived by agreement.
Changes to this agreement
We may update this agreement from time to time. The effective date at the top of this page always reflects the current version, and material changes will be announced before they take effect.
Questions About This Agreement?
If anything here is unclear, or you want to talk through whether an outage qualifies, please get in touch.
Contact Support