Service Level Agreement

Last Updated 21st May 2026

#A Brief Introduction

We understand how critical uptime is for an online service, which is why we back our hosting with a Service Level Agreement (SLA) to cover our clients in the event of a service disruption. This SLA applies to all Shockbyte game server hosting products and the Shockbyte control panel.

Our SLA covers the following types of service interruption:

Network - We target 99.99% monthly network availability for all covered services. If a single network outage exceeds 5 consecutive minutes, the affected service is covered by our SLA.
Hardware - We target 99.95% monthly hardware availability. If a single hardware-related outage exceeds 5 consecutive minutes, the affected service is covered by our SLA.
Denial of Service Attack (DoS/DDoS) - We provide DDoS mitigation on a best-effort basis. If an attack against your service is not mitigated within 5 consecutive minutes and causes downtime, the affected service is covered by our SLA.

Our SLA does not apply in the following circumstances.

Planned Maintenance - Occasionally, we need to perform maintenance that may result in temporary downtime. We announce planned maintenance in advance via email or on our website.
Software Error/Failures - Game server software, plugins, mods, and configurations are outside the scope of this SLA. We do not cover crashes or interruptions caused by software.
Client-caused interruptions - Issues caused by client actions, including third-party files, custom plugins, mods, or scripts, are not covered.
Resource exhaustion - Interruptions caused by the service exceeding its allocated resources (CPU, RAM, disk, network) are not covered.
Circumstances beyond our control - Force majeure or any event outside our reasonable control.

In the event of non-compliance, the client will be compensated as follows:

Compensation structure:

a) Game server downtime (including unmitigated DDoS-related downtime): Equivalent service credit, rounded up to the nearest whole day.

b) Control panel downtime: Equivalent service credit, rounded up to the nearest whole day.

All credits are rounded up to the nearest whole day, with a minimum of 1 day per qualifying claim.
Total SLA credits in any given month will not exceed 100% of the monthly fee paid for the affected service.
To receive compensation, the client must submit an SLA claim via support ticket from the account owner or an authorised billing contact.
Claims must be submitted within seven (7) days of the outage.
All claims are investigated. Approval is at Shockbyte's discretion based on our internal monitoring and logs.
Claims determined to be fraudulent will be rejected, including cases where we believe the client initiated or contributed to a service disruption to claim against this SLA.
This SLA applies only to direct Shockbyte clients. Shockbyte is not liable for downtime caused by any reseller of its services.

Shockbyte reserves the right to amend the terms of this SLA at any time. Changes take effect when published to this page.

If you require any clarification of our SLA or have any questions, please contact us.