Service Level Agreement (SLA)

Effective date: 17 June 2026 · Last updated: 17 June 2026

This Service Level Agreement ("SLA") sets out our uptime commitment for GGameHost game server hosting and the service credits available if we fall short. It is part of our Terms of Service and is your sole and exclusive remedy for downtime.

1. Uptime commitment

We commit to 99.9% network and infrastructure uptime per calendar month for active, paid services. "Uptime" means your server host and our network are reachable and operational. "Downtime" means sustained unavailability caused by our network or infrastructure, measured from the time you report it (or we detect it) until service is restored.

2. Service credits

If monthly uptime falls below the commitment due to a qualifying outage, you may request a credit against a future invoice, calculated on the monthly fee of the affected service:

99.0% to 99.9% — 10% credit
95.0% to 98.99% — 25% credit
Below 95.0% — 50% credit

Credits are applied to your account for use against future invoices, are not exchangeable for cash, and in any month will not exceed 50% of that month's fee for the affected service.

3. Exclusions

The commitment and credits do not apply to downtime caused by:

Scheduled or emergency maintenance, announced where reasonably practicable.
Factors outside our reasonable control, including force majeure, upstream provider failures, or DDoS attacks beyond the capacity of our mitigation.
Your acts or omissions — misconfiguration, faulty mods or plugins, exceeding plan resources, or breaches of the AUP.
Issues within the game software itself, including game updates, version incompatibilities, mod conflicts or third-party services.
Suspension or termination of your account in accordance with our Terms.

4. How to claim a credit

Open a ticket from your client area within seven (7) days of the incident, with the affected service, the dates and times (including time zone) of the downtime, and any relevant details. We will verify the outage against our monitoring and apply any due credit to your account.

5. Changes

We may update this SLA from time to time; the version in effect at the start of a billing month applies to that month. Questions can be sent to [email protected].