Service Level Agreement – Solace Servers

The short version: We promise 99.9% uptime on every game server. If we miss it in any given month, you get account credit on a sliding scale — no jumping through hoops. Below is the full legal language. If you'd rather skim, the credit schedule and exclusions are the parts most customers care about.

1Uptime Guarantee

Solace Servers guarantees 99.9% network uptime for all active game server services, measured monthly. This equates to no more than ~43.8 minutes of unplanned downtime per month.

Uptime is calculated as: (Total Minutes – Downtime Minutes) / Total Minutes × 100

Scheduled maintenance windows are excluded from uptime calculations and will be announced in advance via email or Discord.

2Credit Schedule

If we fail to meet the uptime guarantee in any given month, you are eligible for service credits:

99.0% – 99.9% uptime: 5% credit of monthly fee
95.0% – 98.9% uptime: 15% credit of monthly fee
90.0% – 94.9% uptime: 25% credit of monthly fee
Below 90.0% uptime: 50% credit of monthly fee

Credits are applied to your account for use toward future invoices and are not redeemable for cash.

3Credit Request Process

To request a credit, submit a support ticket within 7 days of the end of the affected billing month, including your server details, the affected time period, and a description of the outage. We will review and apply eligible credits within 5 business days.

4Support Response Times

Critical (server completely down): Target response within 1 hour
High (major service degradation): Target response within 4 hours
Normal (general issues): Target response within 24 hours
Low (billing, general questions): Target response within 48 hours

5Exclusions

This SLA does not apply to downtime caused by:

Scheduled or emergency maintenance communicated in advance.
Customer actions or inactions, including misconfiguration.
Third-party software, mods, or plugins installed on your server.
Force majeure events including natural disasters or government actions.
DDoS attacks exceeding our mitigation thresholds.
Upstream network provider outages beyond our control.
Accounts suspended for policy violations.

6Hardware Replacement

In the event of hardware failure, we commit to migration or replacement within 4 hours during business hours, 8 hours outside business hours.

Important: We strongly recommend maintaining your own backups. While we provide backup tools, we are not liable for data loss from hardware failure or accidental deletion.