SERVICE LEVEL AGREEMENT

1. Introduction

We know uptime is everything when it comes to hosting. Whether you’re running a competitive tournament, a survival server with friends, or a massive community project — every second counts. This Service Level Agreement (SLA) is our commitment to delivering reliable, stable, and high-performance hosting.

This SLA applies to all eligible PLAYNHOST hosting services, including:

• Game servers (e.g., Minecraft, Rust, ARK, and others)
• Voice servers (e.g., TeamSpeak, Mumble)
• Web hosting and related services

2. SLA Coverage

We guarantee:

A. Network Uptime

• 100% network availability for all covered services.
• Uptime is measured monthly and excludes planned maintenance (see Section 4).

B. Hardware Reliability

• We guarantee that our physical servers and infrastructure will operate without failure.
• In the rare event of hardware failure, we will replace or repair affected components as quickly as possible.

C. DDoS Protection

• All services are protected by enterprise-grade DDoS mitigation.
• If an attack impacts your service for more than 5 consecutive minutes and is not mitigated, this SLA applies.

3. SLA Compensation

If we fail to meet the above guarantees, we will provide service credit as follows:

• Credits are proportional to the length of downtime relative to your billing cycle.
• Credits are applied to your account and can be used toward future renewals or new services.
• All downtime is rounded up to the nearest hour for credit purposes.

Example: If you’re paying for a 30-day service and experience 4 hours of qualifying downtime, you will receive credit equal to the cost of that time based on your monthly rate.

4. SLA Exclusions

This SLA does not cover downtime caused by:

• Scheduled Maintenance: Planned updates or infrastructure upgrades announced in advance via our website or email.
• Client Actions: Configuration changes, mod/plugin errors, or resource overuse caused by the client.
• Third-Party Software Failures: Issues with game updates, third-party applications, or custom scripts outside our control.
• Force Majeure: Events such as natural disasters, wars, or major internet backbone failures beyond our control.
• Suspensions: Downtime due to account suspension for violation of our Terms of Service or non-payment.

5. Making a Claim

To submit an SLA claim:

1. File a support ticket from your registered PLAYNHOST account within 7 days of the outage.
2. Include details of the downtime and, if possible, timestamps or logs.
3. Our team will verify the downtime using internal monitoring systems.

We aim to resolve SLA claims within 5 business days.

6. Abuse Prevention

We reserve the right to deny SLA claims that are fraudulent or intentionally caused by the client (e.g., deliberately triggering downtime to gain credits).

7. Amendment

We may update this SLA from time to time to reflect changes in our services or industry standards. The updated version will always be posted on our website, with the revised date clearly indicated.

8. Questions

If you have questions about this SLA or need clarification, contact us via our support portal.