Service Level Agreement (SLA)
Last Updated: [Insert Date]
1. Introduction
This Service Level Agreement ("SLA") outlines the service commitments CreeperNodes ("we", "us", "our") provides to its customers ("you", "your") for our hosting services. This SLA is incorporated into our Terms of Service.
2. Uptime Guarantee
CreeperNodes guarantees a 99.9% Network Uptime and Server Hardware Uptime for all paid hosting services. Uptime is calculated on a monthly basis.
Network Uptime: Refers to the availability of our network infrastructure, including routers, switches, and cabling, ensuring connectivity from our datacenter to the internet backbone.
Server Hardware Uptime: Refers to the availability of the physical server hardware hosting your service, including CPU, RAM, and storage devices.
Uptime guarantee does not cover downtime resulting from factors outside our reasonable control (see Section 5: Exclusions).
3. Service Credits
If CreeperNodes fails to meet the 99.9% Uptime Guarantee in a given calendar month, you may be eligible for service credits as follows:
- 99.0% to 99.89% Uptime: 10% credit of your monthly hosting fee.
- 98.0% to 98.99% Uptime: 25% credit of your monthly hosting fee.
- Below 98.0% Uptime: 50% credit of your monthly hosting fee.
To receive a service credit, you must submit a support ticket requesting the credit within seven (7) days of the end of the month in which the downtime occurred. Credits are applied to your account balance and cannot be redeemed for cash. Credits are calculated based on the affected service's monthly fee.
Service credits are the sole and exclusive remedy for any failure to meet the Uptime Guarantee.
4. Support Response Times
CreeperNodes aims to provide timely support. Our target response times for support tickets are as follows:
- Standard Support: Initial response within 12 hours.
- Priority/Premium Support: Initial response within 4 hours.
Response times are targets and not guaranteed. Actual response times may vary based on ticket volume and complexity. These times refer to the first acknowledgment of your ticket by our support staff, not the time to resolution.
5. Exclusions
This SLA does not apply to any downtime, unavailability, or performance degradation resulting from:
- Scheduled Maintenance: We will provide at least 24 hours' notice for scheduled maintenance windows.
- Emergency Maintenance: Necessary maintenance performed with minimal or no notice to address critical issues.
- Customer Actions: Downtime caused by your actions, configurations, scripts, code, or third-party software installed by you.
- Force Majeure Events: Events beyond our reasonable control, including natural disasters, acts of war, terrorism, government actions, network outages beyond our core network (e.g., internet backbone issues), DDoS attacks, or other malicious activities.
- Software Issues: Issues related to the specific game server software (e.g., Minecraft server JARs, plugins, mods) or Discord bot code.
- Account Suspension: Downtime resulting from account suspension due to non-payment or violation of our Terms of Service or Acceptable Use Policy.
- Beta Services: Services explicitly identified as beta or pre-release.
6. Monitoring
CreeperNodes utilizes internal and third-party monitoring systems to measure uptime. Uptime calculations will be based on our monitoring data.
7. Modifications
CreeperNodes reserves the right to modify this SLA at any time. Changes will be effective upon posting the revised SLA on our website. We encourage you to review this SLA periodically.