Service Level Agreement

1. Uptime Commitment

• VelocityNodes guarantees a 99.9% monthly uptime for our hosting services.
• This guarantee applies to game server hosting (including Minecraft and Discord bots) and web hosting services.
• Uptime is calculated using the formula: (Total available minutes - downtime minutes) ÷ total minutes in the month.
• Uptime is based on monitoring of our infrastructure located in South Africa.
• Uptime is calculated over a monthly billing cycle, excluding scheduled maintenance and circumstances outside our control (see Section 4).

2. Service Credits

If we fail to meet the 99.9% uptime guarantee, you may request a service credit based on the following tiers:

• 99.0% – 99.8% uptime: 10% credit of the monthly fee for the affected service.
• 95.0% – 98.9% uptime: 30% credit of the monthly fee for the affected service.
• Below 95.0% uptime: 50% credit of the monthly fee for the affected service.

3. Credit Claims Process

To request a service credit:

• Claims must be submitted via a support ticket at https://billing.velocitynodes.com/tickets within 7 days of the downtime incident.
• Include details about the downtime period, affected service, and any relevant documentation.
• Credits are applied to future invoices only and are not refundable as cash.
• The maximum credit available in a single billing cycle is 50% of the monthly fee for the affected service.
• Service credits cannot be combined with other promotions or discounts.

4. Exclusions from SLA

This SLA does not apply to downtime or service issues caused by:

• Scheduled Maintenance: We will provide at least 24 hours advance notice through our website, client portal, or ticket system.
• Force Majeure Events: Natural disasters, war, terrorism, government actions, ISP failures, power outages, or other events beyond our reasonable control.
• Network Issues: Problems outside of our data center infrastructure in South Africa, including internet backbone issues or DDoS attacks targeting the broader internet.
• Customer-Side Issues: Software, applications, scripts, or configurations installed, modified, or managed by the customer.
• Abuse or Violations: Downtime resulting from violations of our Terms of Service or Acceptable Use Policy.
• Third-Party Software: Issues caused by third-party applications, plugins, themes, or external services.
• Customer Actions: Misconfigurations, unauthorized access attempts, resource exhaustion, or any actions taken by the customer that negatively impact service availability.

5. Shared Hosting Disclaimer

• For shared web hosting plans, this SLA applies to server uptime only, not individual website performance or availability.
• Website performance issues caused by inefficient code, poorly optimized databases, third-party scripts, or excessive resource usage are not covered by this SLA.
• We reserve the right to throttle or suspend websites that negatively impact server performance for other customers.

6. Custom Services

• Custom services (such as server setup, plugin creation, Skript creation, and Discord bot development) are not covered by our standard uptime guarantee.
• Support for custom work is provided on a best-effort basis and may be subject to additional terms agreed upon at the time of service.
• One-time setup services and custom development projects do not qualify for service credits under this SLA.

7. Maintenance Windows

• We may perform scheduled maintenance to maintain, upgrade, and improve our services.
• Scheduled maintenance will be announced at least 24 hours in advance through our website, status page (status.velocitynodes.com), or client portal.
• We will make reasonable efforts to schedule maintenance during off-peak hours to minimize impact.
• Emergency maintenance may be performed without prior notice if necessary to protect service integrity, security, or availability.

8. Support Commitment

• Support is provided exclusively through our ticket system at https://billing.velocitynodes.com/tickets.
• We do not guarantee a specific response time, but we aim to respond to all tickets within 24 hours.
• Response times may vary depending on ticket volume, complexity of the issue, and severity level.
• Critical issues affecting multiple customers or entire services will be prioritized.
• Support is limited to issues directly related to our services and infrastructure. We do not provide support for third-party software, custom code, or external configurations unless explicitly agreed upon.

9. Limitations and Sole Remedy

• Service credits as described in this SLA are your sole and exclusive remedy for failure to meet our uptime guarantee.
• VelocityNodes is not responsible for any indirect, incidental, consequential, or special damages, including but not limited to lost profits, lost revenue, data loss, business interruption, or loss of goodwill.
• Our maximum liability under this SLA is limited to the total amount paid for the affected service during the month in which the SLA violation occurred.
• No additional compensation, refunds, or damages will be provided beyond the service credits specified in this agreement.

10. Monitoring and Reporting

• We continuously monitor our infrastructure to detect and resolve issues proactively.
• Real-time status updates are available at status.velocitynodes.com.
• Customers may request uptime reports for their services by submitting a ticket.

11. Changes to This SLA

• We may update this SLA at any time to reflect changes in our services, infrastructure, or policies.
• Updates will be posted on our website with a revised "Last Updated" date.
• Continued use of our services after updates constitutes acceptance of the revised SLA.
• Material changes to the SLA will be communicated via email, ticket system, or client portal.