Service Level Agreement

I) Uptime Guarantee

Serverwave guarantees that its services will be available 99.9% of the time during each calendar month, excluding scheduled maintenance or any exclusions outlined below. This translates to the following allowable downtime:

• Daily downtime: Up to 1.44 minutes
• Monthly downtime: Up to 43.2 minutes
• Yearly downtime: Up to 8.77 hours

II) Service Availability

Service availability is defined as the ability of the customer to connect and interact with their server instance. Serverwave continuously monitors the availability of its network and infrastructure, ensuring high reliability and performance.

1. Scheduled Maintenance

Scheduled maintenance windows are essential to ensure that the platform remains secure and up to date. Any planned maintenance that could affect the availability of your server will be announced at least 48 hours in advance, and will not count towards the uptime guarantee.

III) Uptime Measurement

Downtime refers to periods when a customer's game server is unreachable due to failures in Serverwave's infrastructure, except for periods of:

• Scheduled maintenance (with prior notice).

• Emergency maintenance to address critical security issues or to prevent greater service impact.

• Downtime caused by factors outside of Serverwave’s reasonable control, such as force majeure events (natural disasters, government actions, etc.).

• Downtime caused by customer misuse, misconfiguration, or third-party software.

• Downtime due to exceeding allocated server limits or resource caps set by the customer.

Downtime is measured from the time the issue is reported until the time the service is restored.

IV) Compensation for Downtime

If the uptime for your game server falls below 99.9% in a given calendar month, you are eligible for compensation in the form of service credits. These credits will be applied based on the following criteria:

• Uptime between 99.0% and 99.9%: 10% service credit based on your monthly usage for the affected service.

• Uptime between 98.0% and 98.99%: 25% service credit based on your monthly usage for the affected service.

• Uptime below 98.0%: 50% service credit based on your monthly usage for the affected service.

1. How to Claim Compensation

To request service credits, you must submit a claim via our support team within 30 days of the downtime incident. The claim must include:

• Your account information.

• Dates and times of the unavailability.

• A detailed description of the issues experienced.

Serverwave will evaluate all claims based on its internal monitoring data. Service credits will be applied to future invoices and cannot be exchanged for cash.

V) Exclusions

The uptime guarantee and compensation terms in this SLA do not apply to unavailability, suspension, or termination of services due to:

• Customer violations of the Terms of Service or Acceptable Use Policy.

• Scheduled or emergency maintenance, as noted above.

• Downtime due to customer misuse of the platform, including but not limited to: improper server configurations, usage of unsupported mods, or third-party software failures.

• Force majeure events: Events beyond Serverwave's reasonable control, such as natural disasters, DDoS attacks, government actions, or network failures not under Serverwave's control.

VI) SLA Modifications

Serverwave reserves the right to update or modify this SLA at any time, with prior notice to customers. Any changes will be communicated via email or through announcements on our website, and will be effective as of the stated date.

XVII) Contact Information

If you have any questions about these Terms or need support, please contact us at:

• [email protected]

By using Serverwave’s services, you agree to this SLA and the terms outlined within. This SLA is designed to provide transparency and ensure the high-quality service our customers expect from Serverwave’s Minecraft Server Hosting and other game hosting solutions.