Service Level Agreement

We commit to 99.9% network and power availability every month, and we publish what happens when we miss it.

Last updated: 1 October 2026

What is covered

• Network availability — packet loss and latency within our own network and transit paths.
• Host availability — power, cooling and hypervisor availability.
• Panel availability — the game and KVM panels, measured monthly.

What is not covered

• Downtime caused by your applications, configurations, mods or resource exhaustion.
• Scheduled maintenance announced at least 24 hours in advance.
• Failures in third-party services (payment gateways, Discord API, Steam authentication, game publishers).
• Force majeure, including upstream carrier outages outside our control.

Credit schedule

• 99.9% – 99.5% uptime → 10% of monthly fee as account credit.
• 99.5% – 99.0% → 25% credit.
• 99.0% – 98.0% → 50% credit.
• Below 98.0% → 100% credit for the affected month.

Claiming

Open a ticket within 14 days of the incident with the affected service ID. Credits are applied to your next invoice and are not paid out in cash. Our monitoring data is the reference for uptime calculations.