Service Level Agreement

1. Scope

1.1. This SLA is provided by Rogue Wave Hosting LLC, doing business as Four Seasons Hosting (“we,” “us,” or “our”).

1.2. This SLA applies to game server hosting, VPS hosting, dedicated server hosting, and web hosting on an active account in good standing.

1.3. This SLA applies only to our direct clients. If you resell our Services, your own customers have no claim under this SLA. You may make claims for your own services and pass any credit on as you see fit.

1.4. This SLA does not apply to services that are suspended for non-payment or for violation of our Terms of Service or Acceptable Use Policy, to free or trial services, or to beta and early-access products where we say so at the time.

1.5. Service credits under this SLA are your sole and exclusive remedy for any failure to meet the commitments in Section 3.

2. Definitions and Measurement

2.1. “Monthly Uptime Percentage” means the total minutes in a calendar month, minus the minutes of Downtime, divided by the total minutes in that month.

2.2. “Downtime” means a continuous period in which the affected component is unavailable, as described in Section 3, and which is not excluded under Section 4.

2.3. Downtime is measured from the moment we detect the outage, or from the moment you open a ticket reporting it, whichever comes first. It ends when the component is available again.

2.4. Downtime is measured per service, not per account. An outage affecting one server on your account does not create a claim for your other services.

2.5. A period shorter than the qualifying duration in Section 3 does not count as Downtime, and separate short interruptions are not added together.

2.6. Our own monitoring and logs are the record of record for any claim. We will share the relevant records with you on request during a claim.

3. Availability Commitments

3.1. Network. We commit to 99.99% Monthly Uptime Percentage for network availability at the node hosting your service. Network Downtime means your service is unreachable from outside our network because of a fault in our network, our upstream transit, or the data center. A continuous interruption of 5 minutes or more qualifies.

3.2. Hardware. We commit to 99.9% Monthly Uptime Percentage for the physical host running your service. Hardware Downtime means your service is offline because of a failure of the host machine or its storage, power, or cooling. A continuous interruption of 5 minutes or more qualifies. We do not guarantee that hardware will never fail, only that we will restore or migrate your service promptly when it does.

3.3. Control panel. We commit to 99.5% Monthly Uptime Percentage for the control panel and billing portal. Panel Downtime means you cannot sign in to or manage your service through the panel. A continuous interruption of 20 minutes or more qualifies. Your server may keep running normally while the panel is unavailable, and panel Downtime alone does not qualify as network or hardware Downtime.

3.4. DDoS mitigation. Our network includes DDoS protection on all services. Where an attack targets your service, we commit to mitigating it so that your service is reachable again within 15 minutes of the attack starting. Time beyond that counts as network Downtime under Section 3.1.

3.5. We do not guarantee protection against every attack. Volumetric attacks exceeding the capacity of our upstream providers, and application-layer attacks that are indistinguishable from legitimate player traffic, may not be fully mitigable. Where we cannot mitigate an attack, we may null-route the affected IP address to protect the rest of the network, and we will tell you when we do.

3.6. These commitments apply to the infrastructure we operate. They are not a commitment that your game server, application, or website will be online, since that depends on the software and configuration you run.

4. Exclusions

The following do not count as Downtime and do not qualify for credit:

4.1. Planned maintenance. Maintenance announced at least 48 hours in advance by email or on our status page. We schedule planned maintenance outside peak hours for the affected region where we can.

4.2. Emergency maintenance. Work we must carry out at short notice to address a security vulnerability, a failing component, or an upstream requirement. We announce it as early as we are able.

4.3. Your software and configuration. Crashes, hangs, memory exhaustion, corrupted world or database files, failed updates, and faults caused by the game version, mods, modpacks, plugins, scripts, or other software you install or configure.

4.4. Third-party services. Outages of game platform services (such as authentication, Workshop, or matchmaking services operated by a game publisher), mod repositories, or any other third-party service your server depends on.

4.5. Your actions. Outages caused by you or anyone using your account, including misconfiguration, deleting or corrupting your own files, exceeding your plan’s resource limits, suspension under Section 12 of our Terms of Service, or attacks you initiate or invite against your own service.

4.6. Resource exhaustion. Interruptions caused by your service reaching its allocated CPU, memory, storage, or I/O limits, or by fair use enforcement under our Terms of Service.

4.7. Network outside our control. Faults in your own connection, your ISP, or any network between you and our edge, and internet routing problems outside our network and our transit providers.

4.8. Force majeure. Events beyond our reasonable control, including natural disasters, extreme weather, fire, war, civil unrest, labor action, government action, utility or grid failure, and failures of upstream providers caused by such events.

4.9. DNS and domains. Propagation delays, registry or registrar outages, and DNS records you manage yourself.

4.10. Migrations you request. Downtime during a migration, upgrade, or location change you asked for, within the window we quoted you.

5. Service Credits

5.1. Where we miss a commitment in Section 3, you may claim a credit calculated as a percentage of the monthly fee for the affected service:

• 99.0% to below the committed level: 10% credit
• 95.0% to below 99.0%: 25% credit
• 90.0% to below 95.0%: 50% credit
• Below 90.0%: 100% credit

5.2. Credits are calculated against the monthly fee for the affected service only, not your whole account. For a service billed quarterly, annually, or on any other term, the monthly fee is the total fee divided by the number of months in the term.

5.3. Credits from more than one commitment in the same month do not stack. Where an outage affects more than one component, the highest single credit applies.

5.4. Total credits for any service in a month cannot exceed 100% of that service’s monthly fee.

5.5. Credits are issued as account credit against future invoices. They are not refunds, are not exchangeable for cash, and expire 12 months after they are issued.

5.6. For Lifetime packages, credits are issued as an extension of service equal to the qualifying Downtime, rather than as account credit.

5.7. If your account is closed before a credit is used, the credit is forfeited.

6. Making a Claim

6.1. Credits are not applied automatically. You must submit a claim through our support ticket system.

6.2. Claims must be submitted within 7 days of the end of the outage. Claims submitted after that are not eligible.

6.3. Your claim should include the affected service, the date and approximate start and end times of the outage, and any evidence you have, such as monitoring results, traceroutes, or panel screenshots.

6.4. We will respond within 14 days with our decision and, where the claim is approved, the credit amount and how it was calculated.

6.5. We may decline a claim where our records show no qualifying Downtime, where the outage falls under Section 4, or where there is reasonable evidence that you caused or contributed to the disruption.

6.6. If you disagree with our decision, you may ask us to review it once by replying to the same ticket within 14 days.

6.7. Your account must be in good standing, with no past-due invoices, at the time you submit the claim and at the time the credit is applied.

7. General

7.1. This SLA forms part of our Terms of Service. Where this SLA and the Terms of Service conflict on a matter of availability or credits, this SLA governs.

7.2. The commitments in this SLA do not expand the limitation of liability in our Terms of Service.

7.3. We may update this SLA. Material changes are announced at least 30 days in advance by email or on the Website, and take effect at your next renewal.

7.4. Where a service is sold with a commitment different from the one in Section 3, the commitment stated at the point of sale applies to that service.

7.5. Current and historical availability is published on our status page at status.fourseasonshosting.com.