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Service Level Agreement (SLA)

Effective Date: March 17, 2026

This Service Level Agreement (“SLA”) defines the service availability, performance commitments, and support response standards provided by OmneHosting (“OmneHosting,” “we,” “us,” or “our”). This SLA applies to all active services provisioned on OmneHosting infrastructure.

1. Service Availability Commitment

1.1 Uptime Guarantee

OmneHosting guarantees a 99.9% Monthly Uptime for all production services. Uptime is defined as the ability to access and operate the provisioned game server and associated control panel over the public internet.

1.2 Measurement of Uptime

Uptime is measured on a per-service, per-calendar-month basis using internal monitoring systems and external probes where applicable. Downtime is defined as any period during which the service is unreachable or non-functional due to faults within OmneHosting-controlled infrastructure.

1.3 Downtime Calculation

Downtime begins when a service is confirmed unavailable and ends when full functionality is restored. Intermittent outages are aggregated toward total downtime.

1.4 Excluded Downtime

The following events are excluded from uptime calculations:

  • Scheduled maintenance (Section 2)
  • Customer misconfiguration or software issues
  • Mod/plugin conflicts or excessive resource usage
  • DDoS attacks exceeding mitigation capacity
  • Upstream provider outages (datacenter, ISP, transit providers)
  • Force majeure events

2. Scheduled Maintenance

2.1 Maintenance Windows

Scheduled maintenance is required to maintain platform stability, security, and performance. Maintenance may include hardware upgrades, kernel updates, network adjustments, or platform improvements.

2.2 Notification Policy

Customers will be notified at least 24 hours in advance of scheduled maintenance via:

  • Discord announcements
  • Email notifications
  • Status page updates

2.3 Emergency Maintenance

In cases of critical security vulnerabilities or infrastructure instability, emergency maintenance may be performed without prior notice. Such events will be communicated as soon as reasonably possible.

3. Support Service Levels

3.1 Support Channels

Support is provided via ticket system and official OmneHosting Discord channels.

3.2 Response Time Objectives

OmneHosting commits to the following initial response time targets:

  • Critical (Service Down): within 2 hours
  • High (Major Impact): within 6 hours
  • Standard Requests: within 24 hours

3.3 Resolution Targets

While response times are guaranteed, resolution times may vary depending on issue complexity. Critical incidents are prioritized continuously until mitigation or resolution is achieved.

4. Performance and Resource Allocation

4.1 Resource Guarantees

Allocated CPU, RAM, and storage resources are provisioned as defined in the customer’s selected service plan. Resources are not oversold in a manner that would intentionally degrade baseline performance.

4.2 Fair Use Enforcement

Services that exceed reasonable usage patterns or negatively impact node stability may be temporarily limited or suspended to preserve platform integrity.

5. Service Credits

5.1 Eligibility

If monthly uptime falls below the guaranteed level, customers may request service credits in accordance with the following structure:

  • 99.0% – 99.89%: 5% discount
  • 95.0% – 98.99%: 10% discount
  • Below 95%: 25% discount

5.2 Credit Application

Service credits are applied to the next billing cycle and are not redeemable for cash or refunds.

5.3 Claim Process

To request a credit, customers must submit a support ticket within 7 days of the incident including:

  • Service identifier
  • Date and time of impact
  • Description of the issue

6. Monitoring and Incident Transparency

6.1 Monitoring Systems

OmneHosting utilizes internal monitoring, logging systems, and external uptime checks to detect and respond to service degradation.

6.2 Incident Communication

Major incidents will be communicated via the OmneHosting status page and Discord announcements, including updates during active incidents and a summary following resolution where appropriate.

7. Data Integrity and Backups

While OmneHosting may perform infrastructure-level backups for disaster recovery, data integrity is not guaranteed. Customers are responsible for maintaining independent backups of all server data, configurations, and files.

8. SLA Limitations

This SLA defines service-level targets and remedies but does not constitute a warranty. Service credits are the sole and exclusive remedy for failure to meet SLA targets.

9. Modifications

OmneHosting reserves the right to modify this SLA at any time. Updates will be published on the website and become effective upon posting.

10. Contact

For SLA-related inquiries or claims, contact:

Email: [email protected]