Service Level Agreement (SLA)

We are committed to providing reliable service, as we understand the critical importance of high availability for any online platform. To assure our clients, we offer a comprehensive Service Level Agreement (SLA) that covers any service disruptions.

Our SLA includes the following services:

• Minecraft server hosting
• Minecraft Pocket Edition server hosting
• Rust server hosting

Our SLA covers interruptions in the following areas:

• Network: We guarantee 99% network availability for all applicable services. Any network interruptions causing availability to fall below this threshold are covered under our SLA.

In case of non-compliance, clients will be compensated as follows:

• For each instance where our network availability falls below 99%, we will compensate the client with credits equivalent to five times the duration of the downtime experienced.
• To receive compensation, clients must submit an SLA claim via a support ticket from their authorized client account.
• SLA claims must be submitted within seven days of the outage.
• All SLA claims will be thoroughly investigated, and outcomes will be determined solely at the discretion of CraftLands Hosting.
• Fraudulent claims will be rejected.
• We reserve the right to deny claims if we believe the client intentionally caused a disruption to exploit the SLA.
• This SLA is valid only for direct clients of CraftLands Hosting; downtime caused by resellers is not covered.

The SLA does not apply in the following scenarios:

• Planned Maintenance: Scheduled maintenance may result in temporary downtime. Clients will be notified of planned maintenance in advance via email or announcements on our Discord.
• Software Errors/Failures: Issues caused by software errors or failures are not covered under our SLA.
• Client-Caused Interruptions: We do not cover interruptions caused by client actions, such as installing third-party files, software, or custom scripts.
• Exceeding Allocated Resources: Interruptions caused by exceeding allocated resources are not covered.
• Circumstances Beyond Our Control: Events such as force majeure or acts of God are not covered under our SLA.

For any questions or clarifications about our SLA, please contact us.