Service Level Agreement

01Our commitment

NodePeak guarantees 99.9% monthly uptime for network availability and host machine availability on all game server and Cloud VPS plans. Measured over a 30 day month, 99.9% allows for at most 43 minutes of downtime. If we fall short, you receive service credit as defined below, automatically claimable through the panel.

02Definitions

• Downtime: any period of 60 seconds or longer during which your service cannot be reached from the public internet due to a failure of our network or host hardware, as measured by our monitoring.
• Monthly uptime: 100% minus the percentage of the calendar month that counted as downtime.
• Service credit: a percentage of the monthly fee of the affected service, applied to a future invoice.

03Credit schedule

Credits scale with how far below the target a month falls:

Credits apply per affected service, are capped at 50% of one month's fee, and are issued as account credit, not cash refunds.

04Claiming a credit

• Open a support ticket titled "SLA claim" within 7 days of the incident's end.
• Include the affected service and the approximate window of downtime.
• We verify against our monitoring and apply the credit to your next invoice within 5 business days.

05Exclusions

The following do not count as downtime under this SLA:

• Scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month.
• Emergency security maintenance where waiting would put customers at risk.
• Issues caused by your own configuration, mods, plugins, or resource exhaustion within your plan's limits.
• Suspensions for non payment or violations of the Terms of Service.
• Attacks that exceed the capacity of our DDoS mitigation, for the duration the attack exceeds it.
• Failures of third party services outside our control, including game master servers, Steam, and mod repositories.
• Force majeure events such as natural disasters, war, or datacenter wide power and carrier failures beyond our redundancy.

06Maintenance windows

Planned maintenance is announced by email and panel notice at least 48 hours ahead, is scheduled during low traffic hours for the affected region, and is engineered to avoid downtime wherever possible. Live migrations are used for VPS plans when hardware needs replacing.

07Hardware replacement

When our monitoring or your report identifies faulty hardware, replacement begins within 4 hours of diagnosis, around the clock. If a host cannot be restored, your service is redeployed to healthy hardware from the most recent platform backup.

08Sole remedy

Service credits are the exclusive remedy for missed uptime. This SLA does not create liability beyond the credits described here; everything else is governed by the Terms of Service.