This Service Level Agreement ("SLA") sets out our uptime commitment for EnderGrid hosting plans and the service credits available if we fall short. It forms part of our Terms of Service.
1. Uptime commitment
We target a monthly network uptime of 99.9% for the infrastructure that powers your server (network, host node, and control plane). Uptime is measured as the percentage of minutes in a calendar month during which our platform is reachable, excluding the exclusions listed below.
2. What counts as downtime
Downtime means the period during which your server's host node or our network is unreachable due to a fault within our direct control. It is measured from the time you open a support ticket documenting the outage, or from the time our monitoring detects it, whichever is earlier.
3. Exclusions
The following do not count as downtime under this SLA:
- Scheduled maintenance announced at least 24 hours in advance (we aim to schedule during low-traffic windows).
- Emergency maintenance required to protect security or stability.
- Issues caused by your own configuration, plugins, mods, worlds, or code — including crashes, memory exhaustion, or corrupt data.
- Suspensions or terminations resulting from violations of our Acceptable Use Policy or non-payment.
- Factors outside our reasonable control (force majeure), including upstream provider failures, large-scale DDoS attacks beyond mitigation capacity, and internet backbone issues.
- Third-party software behavior, including bugs in Minecraft server software or plugins.
4. Service credits
If we fail to meet the committed uptime in a calendar month, you may request a service credit applied to a future invoice:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of that month's plan fee |
| Below 99.0% but at least 95.0% | 25% of that month's plan fee |
| Below 95.0% | 50% of that month's plan fee |
5. How to claim
To request a credit, open a support ticket within 30 days of the end of the affected month. Include the approximate dates and times of the outage and any monitoring you have. We will review our logs and, if the claim is valid, apply the credit to your next invoice. Service credits are your sole and exclusive remedy for downtime and cannot be exchanged for cash.
6. Contact
SLA questions and claims can be sent to [email protected].
Questions about this document? Email [email protected].