At Wabbanode, we are committed to providing reliable and high-performance game server hosting. This Service Level Agreement outlines our guarantees and the steps we take to compensate customers in the rare event of service disruptions.
The following types of interruptions are covered under this agreement:
- Network Availability: We guarantee 99.9% network uptime for all services. If our network becomes unavailable for more than 10 consecutive minutes, the affected service is covered by our SLA.
- Hardware Availability: We guarantee the availability of our physical hardware. If our hardware fails to deliver service for more than 10 consecutive minutes, the affected service is covered by our SLA.
- DDoS Protection: We provide protection against Denial of Service (DoS) and Distributed Denial of Service (DDoS) attacks. If an attack disrupts service for longer than 5 minutes due to mitigation failure, the affected service is covered by our SLA.
Our SLA does not cover service interruptions caused by:
- Planned Maintenance: Scheduled maintenance that may result in temporary downtime. We provide advance notice via email or on our website.
- Client Modifications: Issues caused by client actions, such as installing third-party files, scripts, or custom software.
- Software Errors: Errors, crashes, or interruptions caused by software, plugins, or mods that are outside our scope of control.
- Resource Overuse: Interruptions due to a service exceeding its allocated resources.
- Force Majeure: Events beyond our reasonable control, including natural disasters, acts of God, or other unforeseen circumstances.
If we fail to meet our SLA guarantees, customers are eligible for compensation under the following conditions:
- Compensation: For every minute of downtime, we will provide an equivalent service extension rounded up to the nearest day.
- Submitting a Claim: Claims must be submitted via a support ticket within 7 days of the outage. Only tickets created from authorized client accounts will be processed.
- Investigation: All claims will be thoroughly investigated, and outcomes will be determined at our sole discretion.
- Fraud Prevention: Claims deemed fraudulent or intentionally caused by the client will be rejected.
Our SLA may change over time. We’ll do our best to notify you, but it’s your responsibility to stay updated.
If you have any questions or concerns about our SLA, or wish to make a claim, please contact us via our support system.