Service Level Agreement
Last updated: 1 August 2026
Availability commitment
We guarantee 99.9% monthly network availability, measured across the network infrastructure and excluding scheduled maintenance announced in advance.
Compensation
If we miss the target, we credit 5% of the monthly fee for each 0.1% of availability below the commitment, up to 100% of that month's fee.
Exclusions
Incidents caused by customer configuration, by third-party mods or plugins, and outages attributable to force majeure are excluded.
How to claim
Open a ticket within 30 days of the incident with dates and times. Compensation is applied as account credit.
Note: this text is a starting template, not legal advice. Before publishing, have a lawyer review it and adapt it to your jurisdiction, your legal entity and your actual tax obligations.