Legal
Service Level Agreement
The numbers we hold ourselves to, how we measure them, and what happens when we miss.
Uptime targets
Measured monthly, per node, as the fraction of time a provisioned resource is reachable on its allocation. A resource that is deliberately stopped by you, suspended for non-payment, or mid-reinstall is not counted as downtime.
| Service | Target | Notes |
|---|---|---|
| Minecraft hosting | 99.99% | Measured monthly, per node |
| VPS hosting | 99.9% | Measured monthly, per node |
| Storefront & dashboard | 99.5% | Best-effort, not a service commitment |
| Control panel | 99.9% | FeatherPanel upstream |
Maintenance
We aim to give at least 48 hours notice of planned maintenance in our Discord. Where a node carries no active customer resources, we may upgrade it without notice.
Emergency maintenance — to close a security hole, stop an attack, or recover from a fault — happens immediately and is announced as soon as we are confident the service is stable.
Support response
VPS & Technical
First response within 1–12 hours
Billing & General
First response within 1–6 hours
Staff Applications
First response within 1–24 hours
Abuse & Permissions
First response within 1–24 hours
These are first-response targets, not resolution times. A ticket is answered when a human has read it and started on it.
Service credits
Tier 1 — target 99.9%
Credit on requestA single node failure, or a network event affecting part of the fleet, may take one node offline. Scheduled maintenance is excluded. The remedy at this tier is service credit on request within 30 days.
Tier 2 — target 99.95%
Credit on requestA bug affecting a minority of nodes, or a partial capacity event. Remedy: 10% monthly credit on request, plus priority support routing for the affected resource.
Tier 3 — target 99.99%
Credit on requestA full-platform outage or repeated degradation. Remedy: 25% monthly credit, and we publish a post-incident summary in Discord within 72 hours.
Credits are applied to the affected subscription, are not transferable, and do not exceed one month of that subscription.
What is excluded
- Planned maintenance announced in advance in Discord, except where notice was under 24 hours.
- Failures caused by your own configuration, your own software, or your own use of the resource.
- Failures upstream of us: our host, our transit provider, or a power or connectivity event at their facility.
- DDoS attacks against a specific resource. Network-level mitigation is included, but a targeted application-layer flood is a different problem and is not covered by this target.
- Suspension for breach of the Terms of Service.
Claim a credit
Open a ticket in the panel under Billing & General with the affected server or VM identifier and the dates of the downtime. We respond within 5 business days.