Service Level Agreement

1. Scope

1.1. This SLA applies to eligible, paid, and active hosting Services provided by Four Seasons Hosting, LLC (“Four Seasons Hosting,” “we,” “us,” or “our”), including game server hosting, Virtual Private Server (“VPS”) hosting, web hosting, and reseller hosting (the “Services”).

1.2. This SLA applies only to accounts that are in good standing, current on all payments, and in compliance with the Terms of Service and Acceptable Use Policy. Suspended, past-due, trial, free, promotional, and beta Services are not covered.

1.3. Capitalized terms not defined in this SLA have the meaning given to them in the Terms of Service. In the event of a conflict between this SLA and the Terms of Service regarding availability and service credits, this SLA controls.

2. Uptime Commitment & Measurement

2.1. Four Seasons Hosting will use commercially reasonable efforts to make each covered Service available at a target of 99.9% uptime, measured per calendar month (the “Uptime Commitment”). [PROPOSED DEFAULT — 99.9% is a placeholder pending owner confirmation.]

2.2. “Uptime” means the percentage of minutes in a calendar month during which the covered Service is reachable and responding, excluding any period covered by Section 3 (Exclusions). It is calculated as: (Total Minutes in Month − Excluded Minutes − Unavailable Minutes) ÷ (Total Minutes in Month − Excluded Minutes) × 100.

2.3. “Unavailable” means the covered Service is unreachable due to a fault within infrastructure that Four Seasons Hosting directly operates and controls. A Service is not considered Unavailable due to any cause listed in Section 3.

2.4. Availability is measured by Four Seasons Hosting’s own monitoring systems and records, which are the authoritative source for any SLA calculation. Downtime begins when we detect it, or when a valid support ticket reporting the outage is opened, whichever is earlier, and ends when the Service is restored.

3. Exclusions

The following are excluded from all uptime calculations and do not qualify for service credits:

• a. Scheduled maintenance and emergency maintenance, as described in Section 6;
• b. Downtime caused by you, your applications, scripts, configurations, plugins, mods, or content, or by third-party software you install or run;
• c. Force majeure and other events beyond our reasonable control, including natural disasters, power or utility failures at the facility level, and acts of government (see Section 10);
• d. Failures of networks, systems, or equipment not operated and controlled by Four Seasons Hosting, including your local network or ISP, upstream transit providers, and the public internet;
• e. Suspensions or terminations resulting from non-payment, or from a violation of the Terms of Service or Acceptable Use Policy, including abuse-related suspensions;
• f. Downtime during any period in which your account is past due, suspended, or otherwise not in good standing;
• g. Denial-of-service or other malicious attacks, to the extent mitigation reasonably requires temporarily limiting or nulling traffic (see Section 8);
• h. Beta, trial, free, promotional, or preview features and Services;
• i. Downtime you fail to report to us via a support ticket within the claim window described in Section 5; and
• j. Your acts or omissions, or those of anyone using your account or credentials.

4. Service Restoration Targets

4.1. When a covered Service is Unavailable due to a fault within our infrastructure, Four Seasons Hosting will use commercially reasonable efforts to begin investigation promptly and to restore service as quickly as practicable.

4.2. As non-binding internal targets, we generally aim to acknowledge a confirmed outage within 1 hour and to restore a covered Service within 4 hours of detection or of a valid report. [PROPOSED DEFAULTS — 1 hour and 4 hours are placeholders pending owner confirmation.]

4.3. Restoration targets are goals, not guarantees. They do not create any obligation beyond the Uptime Commitment, and failure to meet a restoration target does not, by itself, entitle you to a service credit. Your sole remedy for missed availability is the service credit described in Section 5.

5. Service Credits

Credit Tiers

5.1. If, in a given calendar month, a covered Service falls below the Uptime Commitment, you may be eligible for a service credit calculated as a percentage of that Service’s monthly fee, according to the following tiers. [ALL PERCENTAGES BELOW ARE PROPOSED DEFAULTS pending owner confirmation.]

• 99.0% to below 99.9% monthly uptime → 10% credit of the affected Service’s monthly fee;
• 95.0% to below 99.0% monthly uptime → 25% credit of the affected Service’s monthly fee;
• Below 95.0% monthly uptime → 50% credit of the affected Service’s monthly fee.

How to Claim

5.2. To claim a service credit, you must open a support ticket through the client portal within thirty (30) days after the end of the calendar month in which the qualifying downtime occurred. Claims submitted after this window are waived.

5.3. Your claim must include the affected Service, the dates and approximate times of the downtime, and any logs or evidence available to you. We will validate the claim against our own monitoring records, which are authoritative.

Form and Limits of Credits

5.4. Approved credits are issued as account credit toward future invoices only. They are not, and will not be redeemed as, cash refunds, and have no cash value.

5.5. The total service credit issued for any covered Service in any single calendar month will not exceed 100% of that Service’s monthly fee for that month. Credits do not apply to setup fees, add-ons, domains, taxes, or one-time charges.

5.6. To receive a credit, your account must be current and in good standing at the time the credit is applied. Only one credit tier applies per Service per month (the single highest applicable tier).

6. Maintenance

Scheduled Maintenance

6.1. From time to time we perform scheduled maintenance to keep the Services secure, stable, and up to date. We will use commercially reasonable efforts to provide advance notice of at least 24 hours through the client portal, status channel, or email, and to schedule such work during off-peak hours where practical. [PROPOSED DEFAULT — 24 hours’ notice is a placeholder pending owner confirmation.]

6.2. Time spent in properly noticed scheduled maintenance is excluded from uptime calculations and does not qualify for service credits.

Emergency Maintenance

6.3. We may perform emergency maintenance without advance notice where necessary to preserve the security, integrity, or availability of the Services — for example, to apply critical security patches or to respond to an active threat. We will endeavor to notify affected customers as soon as reasonably practicable.

6.4. Time spent in emergency maintenance is excluded from uptime calculations and does not qualify for service credits.

7. Support Response Targets

7.1. Support is available through the client portal ticketing system and our official Discord channel. Support-related email may be directed to support@fourseasonshosting.com.

7.2. As non-binding targets, we aim to provide an initial human response to support requests within the following timeframes, based on our assessment of severity. [ALL TIMES BELOW ARE PROPOSED DEFAULTS pending owner confirmation.]

• Critical (a covered Service is fully down) → initial response within 1 hour;
• High (major functionality impaired) → initial response within 4 hours;
• Normal (general issues and questions) → initial response within 24 hours;
• Low (feature requests and non-urgent inquiries) → initial response within 48 hours.

7.3. Response times refer to an initial response, not resolution, and are measured from the time a valid, complete ticket is received. Four Seasons Hosting determines the severity of each request in good faith. These targets are goals and do not, by themselves, entitle you to a service credit.

8. Backups & Data Recovery

8.1. Where a Service includes an automatic backup feature, Four Seasons Hosting performs automatic daily backups and retains up to ten (10) backup slots per server on a rolling basis, with older backups rotated out as new ones are created.

8.2. Backups are provided as a convenience on a commercially reasonable efforts basis. We do not warrant that any particular backup will be complete, current, uncorrupted, or recoverable, and backup availability is not covered by the Uptime Commitment or eligible for service credits.

8.3. You are solely responsible for maintaining your own independent, off-server backups of any data you consider important. You should not rely on our backups as your only copy of your data.

8.4. In the event of data loss within our infrastructure, we will use commercially reasonable efforts to assist with recovery from available backups, but we do not guarantee that any data can be recovered.

9. Security & DDoS Mitigation

9.1. Four Seasons Hosting employs commercially reasonable measures, including denial-of-service (“DDoS”) mitigation, to help protect the Services against common network attacks.

9.2. No mitigation is perfect. During an active attack, mitigation may cause increased latency, temporary connectivity limits, or the temporary nulling of traffic to a targeted Service in order to protect the broader network and other customers.

9.3. Downtime, degradation, or unavailability arising from attacks or from the mitigation of attacks is excluded from the Uptime Commitment and does not qualify for service credits.

9.4. Security is a shared responsibility. You are responsible for securing your own applications, credentials, configurations, and content.

10. External Dependencies & Force Majeure

10.1. The Services depend on infrastructure and networks that Four Seasons Hosting does not own or control, including upstream transit providers, data-center facilities, the public internet, and third-party software and services.

10.2. Four Seasons Hosting is not liable for, and no service credit is due for, downtime or degradation caused by any event beyond our reasonable control, including but not limited to natural disasters, fire, flood, severe weather, pandemic, war, terrorism, civil unrest, labor disputes, governmental action, facility-level power or cooling failures, and failures of third-party networks, hardware, or software.

10.3. Any such period is excluded from uptime calculations under Section 3.

11. Modifications

11.1. Four Seasons Hosting may revise or update this SLA at any time in its sole discretion. Changes are effective upon posting to the Website, and the “Last updated” date will reflect the most recent revision.

11.2. For material changes, we will make reasonable efforts to provide notice through the Website or by email to the address associated with your account. Your continued use of the Services after a change takes effect constitutes acceptance of the revised SLA.

12. Sole & Exclusive Remedy / Limitation

12.1. The service credits described in Section 5 are your sole and exclusive remedy for any failure by Four Seasons Hosting to meet the Uptime Commitment or any other target in this SLA.

12.2. In no calendar month will the total credits payable under this SLA for a Service exceed 100% of that Service’s monthly fee for that month. Credits are not cumulative across months and cannot be transferred, sold, or redeemed for cash.

12.3. This SLA does not expand Four Seasons Hosting’s liability beyond the limits set out in the Terms of Service. Except for the service credits described here, the Services are provided “as is” and “as available,” and all limitations of liability and disclaimers of warranty in the Terms of Service continue to apply in full.