Service Level Agreement

This SLA applies to all paid game server hosting services provided by Vaelix. It covers the availability of your server node and the network connectivity to that node. It does not cover downtime you cause (such as misconfiguration or resource exhaustion) or downtime resulting from scheduled maintenance.

Uptime is calculated as the percentage of total minutes in a calendar month during which your server is reachable over the network and your node is operational. Uptime is measured from our infrastructure monitoring systems. You may also report incidents via our support channel.

We perform scheduled maintenance to update hardware, apply security patches, and improve infrastructure reliability. We will notify affected customers at least 24 hours in advance via email and/or the status page. Scheduled maintenance windows do not count toward downtime calculations.

If we fail to meet the 99.98% uptime commitment in a given calendar month, you are eligible for a service credit applied to your next invoice:

Credits are non-transferable and have no cash value. Maximum credit per month is 50% of your monthly fee for the affected service. Credits do not apply to services suspended due to ToS violations or non-payment.

To request a service credit, email contact@vaelix.cloud within 7 days of the end of the affected month. Include your account email, the service in question, and the dates and times of the downtime you experienced. We will review and respond within 5 business days.

• Critical (server down, data loss risk): Response within 2 hours
• High (significant performance degradation): Response within 6 hours
• Normal (feature questions, configuration help): Response within 24 hours

Response times are measured from when a ticket is opened and may be longer during periods of high demand or force-majeure events.

This SLA does not apply to downtime caused by:

• Your own actions or inactions (misconfigurations, resource exhaustion, intentional shutdowns)
• Third-party software running on your server
• Scheduled maintenance communicated in advance
• Force majeure events (natural disasters, government actions, upstream provider failures beyond our control)
• DDoS attacks that exceed our mitigation capacity
• Account suspension due to ToS violations or non-payment

We may update this SLA from time to time. We will notify customers of material changes with at least 30 days notice. Continued use of our services after the effective date constitutes acceptance.

SLA inquiries: Open a support ticket