Service Level Agreement

1. Uptime Commitment

We target 99.99% network uptime across our supported regions, excluding scheduled maintenance windows and events outside our reasonable control (such as upstream provider outages or force majeure events).

2. Scheduled Maintenance

Where possible, we will announce scheduled maintenance in advance via email or a status notice. Scheduled maintenance windows are excluded from uptime calculations.

3. DDoS Protection

All plans include DDoS mitigation. Germany-based VPS and web hosting services include always-on protection; select Minecraft locations use automatically-activated protection during detected attacks.

4. Support Response Targets

• Live chat / ticket first response: typically within a few hours, 24/7
• Critical outages: prioritized above general inquiries
• Billing questions: handled during standard business hours

5. Service Credits

If we fail to meet our uptime commitment in a given billing period due to causes within our control, eligible customers may request a pro-rated service credit by opening a support ticket. Credits are applied to your account balance and are not issued as cash refunds.

6. Exclusions

This SLA does not cover downtime caused by: customer misconfiguration, third-party software or plugins, exceeding resource limits, non-payment, or scheduled/announced maintenance.

7. Requesting a Credit

Submit your request within a reasonable period after the incident, including the affected service, approximate downtime window, and any relevant details.