Service Level Agreement (SLA)

Effective Date: July 17, 2025

A Brief Introduction

At ServerSpawns, we understand firsthand how crucial it is for an online service to maintain high availability, which is why we provide this SLA (Service Level Agreement) to cover our clients in the event of a service disruption. The following services of ours are covered by this Service Level Agreement: game server hosting, including but not limited to Minecraft servers.

SLA Coverage

Our SLA only applies to the following types of interruptions:

• 1. Network - We guarantee 100% network availability to all applicable services. If at any time our service does not maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.
• 2. Hardware - We guarantee our physical machines will be able to supply service at all times for all applicable services. If at any time our machines are not able to maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.

SLA Limitations

Our SLA does not apply under the following circumstances:

• 1. Planned Maintenance - Occasionally we need to perform maintenance on our services that may result in temporary downtime. We announce all planned maintenance in advance via email or on our website.
• 2. Software Error/Failures - Software is not within the scope of our service. Therefore we do not cover errors, crashes or any service interruptions caused by software (e.g., game server software, plugins, mods, or configurations).
• 3. Interruptions caused by the client - We do not cover issues caused by the client such as installing third-party files and software, custom scripts, misconfigurations, or excessive resource usage not covered by Fair Use.
• 4. Exceeding allocated resources - Interruptions due to the affected service using more resources than available are not covered. This includes exceeding CPU, RAM, or disk usage limits.
• 5. Circumstances beyond our control - Force majeure, acts of God, natural disasters, terrorism, war, civil disturbance, labor disputes, governmental actions, or any other event which results in failure of service and is beyond our reasonable control.

Non-Compliance Claims

In the event of non-compliance with the SLA, the client will be compensated as per the terms below:

• 1. For every minute of qualifying downtime, we will provide an equivalent extension to the affected service, rounded up to the nearest day.
• 2. To receive service compensation, the client must create an SLA claim via support ticket from their authorised client account.
• 3. SLA claims must be submitted within one week (seven calendar days) of the outage occurrence.
• 4. All SLA claims will be thoroughly investigated by ServerSpawns. The outcome of such claims will be decided at the sole discretion of ServerSpawns.
• 5. Any SLA claims we deem to be fraudulent or malicious will be rejected immediately.
• 6. We reserve the right to deny SLA claims if we believe the client has purposely attempted to cause a service disruption to claim against our SLA (e.g., if we believe the client was involved in initiating an attack against their own service or abusing our systems).
• 7. This SLA is only valid for direct clients of ServerSpawns. We are not liable for downtime caused by any reseller of our services.

Amendment

ServerSpawns reserves the right to amend or vary the terms of our SLA at any time. Any changes will be reflected immediately on this page. Clients are encouraged to review this SLA periodically for any updates.

Contact Us

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

Email: [email protected]