Service Level Agreement

KingsNode targets a monthly uptime of 99.9% for the game servers and control panel we host on our managed infrastructure. Uptime is measured as the percentage of minutes in a calendar month during which your service is reachable and able to accept connections, excluding the periods described in section 4.

You can view current and historical operational status at any time on our status page.

Monthly uptime percentage is calculated as:

Uptime % = ((Total minutes in month − Eligible downtime minutes) / Total minutes in month) × 100

“Eligible downtime” means unplanned unavailability caused by the infrastructure and services within our reasonable control. Downtime is measured from our monitoring systems and confirmed against server-side logs. Short, transient errors of under one minute are aggregated.

If eligible monthly uptime falls below the committed level, you may claim a service credit calculated as a percentage of the monthly fee for the affected service, per the table below.

Service credits are issued as account credit against future invoices for the affected service. They are not redeemable for cash. The maximum credit in any single billing month is 50% of that month’s fee for the affected service. Credits are your sole and exclusive remedy for any failure to meet the uptime commitment.

The uptime commitment and service credits do not apply to downtime caused by:

• Scheduled maintenance announced in advance on our status page (we aim to give at least 24 hours’ notice and to schedule during off-peak hours), and emergency maintenance required to preserve security or stability.
• Customer misconfiguration — including faulty mods, plugins, worlds, scripts, cron tasks, resource limits set by you, or software you install or modify.
• Denial-of-service attacks beyond our mitigation capacity, volumetric or application-layer attacks that exceed the protection included with your plan.
• Factors outside our reasonable control (force majeure), including upstream network or power failures at third parties, and internet backbone issues.
• Suspension or termination of your service for breach of our Terms of Service or Acceptable Use Policy, or for non-payment.
• Your use of beta, preview or free-of-charge services.
• Problems with your own local network, device, or internet connection.

To request a service credit, email [email protected] within 30 days of the end of the affected month with:

• your account email and the affected service or server ID;
• the dates and approximate times of the downtime you experienced;
• any logs, error messages, or monitoring data you can provide.

We will review each request against our monitoring records and respond within a reasonable time, normally 10 business days. Approved credits are applied to your next invoice.

We may update this SLA from time to time. Material changes will be reflected by the “last updated” date above and, where appropriate, notified to active customers.