Service Level Agreement
What we do when your server is down – and what you get for it. We don't promise a percentage; we promise to fix it and to make up for longer outages.
Availability
Every server runs on monitored hardware. If something breaks, we work on it right away and keep you posted in the panel or by email.
Maintenance
Planned maintenance is announced in advance in the panel or by email, usually outside peak hours. It does not count as an outage.
Credits
If your server is unreachable for at least one hour in a row through our fault, you get balance for every started hour of the outage: the price of your current term divided by its number of days, per hour, up to the price of the whole term.
Not covered: announced maintenance, force majeure, outages of upstream carriers, and problems caused by your own configuration, plugins or mods.
To claim a credit, contact support within 14 days with the affected server and time window. Your statutory rights remain unaffected.
Backups
You can create and restore backups of your server in the panel. Keep your own copies of worlds that matter to you.