Service Level Agreement (SLA)

1. Uptime Commitment

Powered for Multiplayer targets 99.9% monthly uptime for VPS node power and network availability, excluding scheduled maintenance and circumstances beyond our reasonable control (force majeure, upstream outages, customer-caused issues, abuse-related suspensions).

2. Credits

If monthly uptime falls below targets due to covered downtime, you may request a service credit within 7 days of the incident:

• 99.0%–99.89%: 10% of monthly fee
• 98.0%–98.99%: 25% of monthly fee
• <98.0%: 50% of monthly fee

Credits are non-refundable, non-transferable, and apply to future invoices for the affected service only.

3. Exclusions

• Scheduled maintenance (we’ll strive to announce in advance).
• Customer configuration errors, OS/application bugs, or third-party software failures.
• Abuse mitigation, DDoS beyond provider capacity, and force majeure events.
• Disk I/O or CPU contention due to customer workloads on shared nodes (outside normal thresholds).

4. Support Targets

• Ticket acknowledgement: typically under 1 hour.
• First meaningful response: typically under 4 hours.
• Resolution time varies by complexity and upstream dependencies.

5. Backups

Backups are customer-managed unless a backup add-on or managed plan includes them. Always maintain your own backups.

6. How to Claim

Open a ticket with timestamps, traceroutes/logs (if available), and impact details. If validated, we’ll apply the appropriate credit to the affected service’s next invoice.