Service Level Agreement

In plain language. We aim for 99.9% availability each calendar month on the network and the nodes your server runs on. If we miss it, you can claim account credit — 10%, 25% or 50% of that month's fee for the affected Service, depending on how bad the month was. Ask within 7 days of the incident, from the client area. Downtime caused by your own plugins, mods, configuration, a game update, an attack aimed at your application, announced maintenance or events outside our control does not count, and credit is the only remedy for downtime. This box is a summary; the numbered sections below are the agreement.

This SLA is part of the terms you accept at checkout. The Terms of Service, accepted on the order page, incorporate it. It applies to paid hosting Services on an Account with no overdue invoices.

1. Availability Target

1.1. We target 99.9% monthly availability for the network and for the physical nodes on which hosting Services run. Over a 30-day month that allows about 43 minutes of qualifying downtime.

1.2. Monthly availability is calculated per Service, per calendar month, in Coordinated Universal Time (UTC):

availability = (total minutes in the month − qualifying downtime minutes) ÷ total minutes in the month × 100

1.3. Qualifying downtime is counted in whole minutes, from the earlier of the moment our monitoring records the failure or the moment you report it in a ticket, until the moment the Service is reachable and able to run again.

2. What Counts as Downtime

Qualifying downtime is a period in which, for a reason within our control:

• The node hosting your Service is down, unreachable or unable to run your server.
• Your Service's IP address is not reachable from the public internet because of a failure of our network, our routing or our upstream links, other than the exclusions in Section 3.
• Storage, virtualisation or the host agent fails so that your server cannot start or run.
• A power or cooling failure in the facility takes the node offline.

3. What Does Not Count

The following are excluded from downtime and produce no credit:

3.1. Scheduled maintenance announced at least 24 hours in advance by email or in the client area, up to 4 hours per calendar month.

3.2. Emergency maintenance needed to address a security vulnerability, a hardware failure in progress or a legal requirement, announced as far ahead as circumstances allow.

3.3. Your software. The game server, its plugins, mods, scripts, resource packs, configuration files, databases, bots, cron jobs and any code you or your staff run. A server that crashes, runs out of memory, deadlocks or fails to start because of what it is running is not our downtime.

3.4. Game and platform updates. A publisher update that breaks a mod, a plugin, a server build or a client compatibility, and the time it takes for the ecosystem to catch up.

3.5. Attacks aimed at your own application, including denial-of-service traffic directed at your server or at your application layer, floods generated by your own players, and abuse by users you have granted access to. Anti-DDoS protection is included and applied on a best-effort basis, but it is not a guarantee, and mitigation may itself affect connectivity to the targeted address.

3.6. Suspension for cause: non-payment, breach of the Terms of Service or the Acceptable Use Policy, a payment dispute, or a legal order.

3.7. Your action, including stopping or reinstalling the server, deleting files, changing the startup command, exhausting your disk quota, or locking yourself out.

3.8. Your connectivity: problems with your internet provider, your route to us, your DNS or your device. Availability is measured from our network, not from a single connection to it.

3.9. Force majeure and events outside our reasonable control, as described in the Terms of Service, including failures of third-party networks beyond our upstream ports.

3.10. Non-production Services: trials, free or promotional Services, beta features, and any Service labelled as such at the time.

3.11. Latency, packet loss that does not amount to unreachability, and performance variation on shared nodes within the limits of the plan.

4. Credit

4.1. Where a Service misses the target in a calendar month, the credit is a percentage of that Service's fee for that month:

Monthly availability	Credit
99.9% or above	none
99.0% to below 99.9%	10%
95.0% to below 99.0%	25%
Below 95.0%	50%

4.2. The monthly fee of a Service billed quarterly or for a longer period is that Service's price divided by the number of months in the period.

4.3. Cap. Total credit for a Service in a calendar month cannot exceed 50% of that Service's fee for that month, whatever the number of incidents.

4.4. Credit is issued as account credit: it is applied to your next invoices, is non-transferable, and cannot be withdrawn or paid out in cash. It is not a refund.

4.5. Credit is not available for a month in which the Account had an invoice more than 7 days overdue, or for a Service that was suspended for cause during the incident.

5. How to Claim

5.1. Open a support ticket in the client area, or write to [email protected], with:

• The Service and its IP address or identifier.
• The date, start time and end time of the outage, with the time zone.
• What you observed, and any evidence you have: monitoring output, ping or traceroute results, panel errors, player reports with timestamps.

5.2. Claims must be made within 7 days of the end of the incident. Claims made later are not eligible.

5.3. We verify a claim against our own monitoring and node records, reply within 5 business days, and apply approved credit to the Account within one billing cycle. Where our records show the cause was one of the exclusions in Section 3, we say which one.

5.4. Credit is not applied automatically. A claim is required, except where we announce after a major incident that credit will be applied without one.

6. Sole Remedy

Account credit under this SLA is the only remedy for unavailability of a Service. Downtime does not entitle you to a cash refund, to termination without notice, to compensation for lost revenue, players, rankings, data or opportunity, or to any other claim, and it does not increase the liability limits in the Terms of Service.

7. Changes

We may update this SLA as described in the Terms of Service, with notice by email or in the client area at least 14 days before the change takes effect. A claim is assessed under the version published during the month of the incident.

8. Contact

TridentSky 5501 Hildebrand Boulevard a340, Kennewick, WA 99338, United States Email: [email protected] Website: tridentsky.net Client area: billing.tridentsky.net