Service Level Agreement (SLA)
This Service Level Agreement ("SLA") describes the uptime commitments and service guarantees provided by Core Systems Hosting. This SLA applies to all paid hosting services.
1. Service Availability Commitment
Core Systems Hosting commits to the following uptime guarantees:
| Service Tier | Uptime Guarantee | Maximum Downtime/Month |
|---|---|---|
| Standard | 99.5% | 3 hours 37 minutes |
| Premium | 99.9% | 43 minutes 49 seconds |
| Enterprise | 99.95% | 21 minutes 54 seconds |
2. Definitions
Uptime: The percentage of time that our services are operational and accessible to customers.
Downtime: Any period when the service is unavailable or inaccessible due to our infrastructure failures, excluding planned maintenance and exceptions listed below.
Monthly Uptime Percentage: Calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
3. Exclusions
The following are excluded from our uptime calculations:
- Scheduled Maintenance: Planned maintenance announced at least 48 hours in advance
- Emergency Maintenance: Critical security updates or urgent repairs
- Customer Actions: Downtime caused by your configurations, scripts, or resource usage
- Third-Party Services: Outages from game APIs, external services, or Pterodactyl panel issues
- Network Issues: Problems with your ISP or internet connectivity
- DDoS Attacks: Service disruption due to distributed denial of service attacks
- Force Majeure: Natural disasters, acts of war, or other events beyond our control
- Abuse or Violations: Service suspension due to Terms of Service violations
4. Service Credits
If we fail to meet our uptime guarantee, eligible customers may receive service credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.5% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
5. Service Credit Claims
To claim service credits:
- Submit a claim within 7 days of the end of the affected billing period
- Provide detailed information about the downtime experienced
- Claims must be submitted through your account dashboard
- We will investigate and respond within 15 business days
- Credits are applied to future billing periods, not refunded as cash
6. Support Response Times
We commit to the following support response times:
| Priority Level | Standard | Premium | Enterprise |
|---|---|---|---|
| Critical (Service Down) | 4 hours | 1 hour | 30 minutes |
| High (Major Impact) | 12 hours | 4 hours | 2 hours |
| Medium (Moderate Impact) | 24 hours | 12 hours | 6 hours |
| Low (General Questions) | 48 hours | 24 hours | 12 hours |
7. Performance Metrics
We monitor and report on the following performance metrics:
- Server uptime and availability
- CPU and memory utilization
- Network latency and bandwidth
- Disk I/O performance
- API response times
8. Monitoring and Reporting
We provide:
- Real-time status page for service availability
- Automated monitoring systems 24/7
- Incident notifications via email and dashboard
- Monthly uptime reports available in your account
- Historical performance data
9. Maintenance Windows
Scheduled maintenance is performed:
- During low-traffic hours (typically 2:00 AM - 4:00 AM UTC)
- With at least 48 hours advance notice
- Limited to 4 hours maximum duration
- No more than twice per month (except emergency maintenance)
10. Data Backup
While we perform regular infrastructure backups:
- Backups are for disaster recovery purposes only
- We are not responsible for data loss
- Customers are responsible for maintaining their own backups
- Backup restoration is not guaranteed and may incur fees
11. Security Commitments
We maintain:
- Regular security audits and penetration testing
- Industry-standard encryption for data in transit and at rest
- DDoS mitigation services
- Firewall and intrusion detection systems
- Regular software updates and security patches
12. Limitations
Important limitations of this SLA:
- This SLA is the sole remedy for service unavailability
- Service credits do not exceed 50% of monthly fees
- Credits cannot be combined with other discounts or promotions
- This SLA does not apply to free or trial accounts
13. Changes to this SLA
We reserve the right to modify this SLA at any time. Changes will be effective 30 days after notification. Continued use of services after changes constitutes acceptance.
14. Contact
For questions about this SLA or to report service issues, contact our support team through your account dashboard or open a priority ticket.