Service Level Agreement

1. Service Availability

NetherCloud guarantees 99.9% monthly uptime for all game server hosting services. This means your server will be available at least 99.9% of the time during any calendar month, excluding scheduled maintenance.

2. Service Credits

If we fail to meet our uptime guarantee, you may be eligible for service credits according to the following table:

* Credits are applied to your next billing cycle and do not exceed 100% of monthly fees.

3. Exclusions

The uptime guarantee does not apply to:

• Scheduled maintenance (announced at least 24 hours in advance)
• DDoS attacks or other malicious activities targeting your server
• Issues caused by customer actions or third-party services
• Force majeure events (natural disasters, wars, etc.)
• Server crashes due to resource exhaustion (customer configuration)
• Upstream provider or internet backbone failures

4. Scheduled Maintenance

We perform regular maintenance to ensure optimal performance and security:

• Maintenance windows are scheduled during low-traffic hours (typically 03:00-06:00 CET)
• Advance notice of at least 24 hours via email and status page
• Emergency maintenance may occur without notice but will be communicated immediately

5. How to Claim Credits

To request service credits:

1. 1Submit a ticket within 7 days of the downtime incident
2. 2Include the affected server ID and timeframe of the outage
3. 3Our team will verify the claim against our monitoring data
4. 4Approved credits are applied within 5 business days

6. Hardware Specifications

All servers are hosted on enterprise-grade hardware located in Hungary:

7. Contact

For SLA-related inquiries or to submit a credit claim: