Service Level Agreement

Last updated: 19 June 2021

What's Covered

Our SLA only applies to the following types of interruptions to either your Managed Dedicated Server or Minecraft Server :

Network

We guarantee a monthly 99.9% network availability to our services. If our service does not maintain this agreement during the course of a month, the affected service will be covered by our SLA.

Hardware

We guarantee a monthly 99.9% infrastructure availability to our services. If our service does not maintain this agreement during the course of a month, the affected service will be covered by our SLA.

DDoS Attacks

We guarantee protection against Denial of Service attacks. If we are unable to mitigate a denial of service attack within 5 minutes, the affected service will be covered by our SLA.

What's Not Covered

The following reasons are excluded from our SLA, because of this we'll try our best to ensure these happen as little as often:

Planned maintenance

Sometimes patches require reboots in order to stay secure and compliant, this will leave your game server unavailable - because of this we'll announce all planned maintenance in advance via discord and our status page

Software error/failures

Software is not within the scope of our service, therefore we do not cover errors, crashes or any service interruptions caused by software.

Interruptions caused by the client

We do not cover issues caused by the client such as installing third-party files and software or custom scripts.

Exceeding allocated resources

It is the users responsibility to ensure they do not exceed their quotas, interruption to service because of this is not covered.

Circumstances beyond our control

Force majeure or any act of God which results in failure of service.

How am I compensated?

In the event we're unable to keep our infrastructure online to the levels we claim, we compensate as per below.

For every 30 minutes of downtime, YourGameHost will provide an extension to the affected service, rounded up to the nearest day. E.g. If your service has been offline 20 minutes you will receive an extra days service, 40 minutes would be rounded up to 2 days etc.

In order to receive your claim the account holder must raise a support ticket via the billing panel at least 1 working week before payment is due.

Once your claim is submitted, your claim will be reviewed and responded to within 24 hours. The outcome of such claims will be decided at the sole discretion of YourGameHost.

Any SLA claims we deem to be fraudulent will be rejected, in addition to this we reserve the right to reject claims that we believe the client has purposely attempted to cause a service disruption to raise a claim.

This SLA is only valid for direct clients of YourGameHost.