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Last updated: July 28, 2025

Service Level Agreement

Effective Date: July 28, 2025

Uptime Target

99.9%

Monthly availability target

Critical Response

30 min

Discord response time

Support Hours

9 AM-9 PM

Eastern Time staffed hours

24/7 Intake

Discord

Always available

Uptime Target

99.9% Monthly Availability Target

We target 99.9% monthly availability for the core hosting platform of each paid service. 99.9% allows roughly 7 hours and 12 minutes of unavailability in a 30‑day month.

  • Availability measures whether the service can accept and process connections
  • Partial packet loss or customer‑side issues do not count as unavailability
  • Scheduled maintenance windows announced in advance when possible
  • Emergency maintenance may occur without prior notice

Service Credits

98.5% to < 99.9%

5%

Service credit

97.0% to < 98.5%

10%

Service credit

95.0% to < 97.0%

25%

Service credit

< 95.0%

50%

Service credit

Incident Priority and Response Targets

24/7 Support Availability

We offer 24/7 incident intake via Discord. Direct staffed hours are 9:00 AM–9:00 PM Eastern. We will make reasonable efforts to meet these targets:

1

P1 – Critical outage

30 minutes via Discord; 2 hours via ticket/email

Node or network down; widespread service loss

2

P2 – Major degradation

2 hours

Repeated crashes, severe latency

3

P3 – Standard

1 business day

Account, billing, minor issues

Update Cadence

P1 Critical

Hourly updates until mitigated for critical outages affecting widespread service availability.

P2 Major

Every 4 hours until stable for major degradation issues like repeated crashes or severe latency.

P3 Standard

As resolved for standard issues including account, billing, and minor technical problems.

Exclusions

Downtime Exclusions

Downtime does not include interruptions caused by:

  • Customer software, configuration, mods, plugins, scripts, or databases
  • DDoS attacks where upstream scrubbing or capacity is saturated beyond reasonable provider limits
  • Issues at your ISP, your devices, or third‑party platforms (e.g., Discord, Steam, Rockstar, license servers) outside our control
  • Force majeure events (power grid failures, natural disasters, war, government actions)
  • Abuse, violations of the ToS, or rate‑limit blocks triggered by your use
  • Planned or emergency maintenance

Scheduled and Emergency Maintenance

Scheduled Maintenance

Scheduled maintenance windows will be announced in advance when possible. Time during a posted window does not count as downtime.

Emergency Maintenance

Emergency maintenance to protect stability or security may occur without prior notice and does not count toward downtime.

Service Credits

How to Claim Credits

Credit Request Process

If monthly availability for a service falls below the target, you may request a service credit as a percentage of the monthly fee for that service.

  • Open a billing ticket within 30 days after the month ends
  • Include timestamps and impact description
  • We will validate using our monitoring systems
  • Credits are your only remedy for SLA shortfalls

Credit Limitations

Credit Caps and Terms

Service credits have the following limitations:

  • Credits for a month will not exceed 100% of that month's fee for the affected service
  • Credits are applied to future invoices and are not cash refunds
  • Credits do not extend your service term
  • Must be claimed within 30 days of the affected month

Changes and Updates

SLA Modifications

We may adjust SLA targets or credit tiers. Updates apply prospectively and will be posted with an effective date.

Contact for SLA Claims

Billing Portal

Submit SLA credit requests through the billing portal for fastest processing and automatic tracking of your claim status.

Email Support

Email [email protected] with subject "SLA Credit Request" and include: service ID, dates, UTC timestamps, description of impact, and logs if available.