Overview#
This SLA describes the target availability for our control panel and game server nodes. It’s short and to the point—no credits, just what you can expect and how we operate.
Uptime Target#
- Monthly availability target: 99.9% for panel and nodes.
- Measured per calendar month, per service/region.
What Counts as Downtime#
- Downtime: A continuous 5+ minute period where the service is unreachable due to our infrastructure.
- Availability %: (Total minutes − Downtime minutes) ÷ Total minutes × 100.
- Overlapping incidents with the same root cause are counted once.
How We Measure#
- External uptime monitors plus internal telemetry.
- Window starts at verified detection and ends at restoration.
What Does Not Count#
The following are excluded from downtime:
- Scheduled maintenance announced ≥ 24h in advance.
- Issues from custom configs, mods/plugins, or usage beyond plan limits.
- Force majeure, upstream carrier/global routing failures.
- DDoS within normal mitigation thresholds.
- Free/trial services.
Maintenance#
- Scheduled: Announced ahead of time; done off-peak where possible.
- Emergency: Performed to protect stability/security; we notify ASAP.
Need Help?#
If you’re seeing an outage or have questions, reach out and we’ll investigate.