SLA guarantee
99.9% availability.
Guaranteed.
We guarantee the availability of all services at 99.9%. If we fail to meet the guarantee, you receive credits automatically without needing to file a complaint.
Coverage
What the SLA covers
The SLA covers the network and hardware availability of the infrastructure under our control.
| Service | SLA guarantee | Scope |
|---|---|---|
| Minecraft servers | 99.9 % | Network and hardware availability |
| Cloud VPS | 99.9 % | Network and hardware availability |
| Dedicated servers | 99.9 % | Network, power and hardware |
| Rack housing | 99.99 % | Network and power in the datacenter |
| IP Transit | 99.9 % | Network availability |
Compensation
Credits for outages
If availability drops below the guaranteed level, you receive SLA credits based on the hourly price of the affected service. Credits are calculated from outages longer than 60 minutes.
| Outage duration | Effective availability | Credit |
|---|---|---|
| 60 min – 2 hours | 99.85 % | 24 hours |
| 2 – 4 hours | 99.70 % | 48 hours |
| 4 – 8 hours | 99.50 % | 120 hours |
| 8 – 12 hours | 99.00 % | 240 hours |
| 12+ hours | < 99.00 % | 672 hours |
Credits are given as a number of free service hours. For example, for a 3-hour outage you receive a credit of 48 hours. This period is automatically added to your server's current expiration in the client panel.
Measurement
How we measure availability
Automatic monitoring
All services are monitored every 60 seconds from multiple independent locations. An outage is recorded when the service does not respond from two or more monitoring points simultaneously.
Automatic credits
Credits are assigned automatically based on monitoring data. No need to open a ticket or file a claim – the system handles it.
Monthly period
Availability is evaluated for the past calendar month. All accrued credits are automatically added to your service expiration in the client panel.
What the SLA does not cover
The SLA guarantee covers the infrastructure under our direct control. The following situations are excluded from the guarantee:
- × Planned maintenance announced at least 48 hours in advance
- × Outages caused by DDoS attacks exceeding mitigation capacity
- × Issues on the customer's side (software, configuration, overload)
- × Force majeure (natural disasters, power grid outages outside the DC)
- × Third-party service outages (DNS, domain registrars)
Questions about the SLA?
Write to us – we will be happy to explain everything. The full SLA document is available on request before signing a contract.