Service Level Agreement
Effective [DATE]
1. What we commit to
We commit to 99.9% monthly availability of network connectivity and server power for your instance. That allows for approximately 43 minutes of unavailability per month.
We are deliberately not promising more than that. We lease our hardware and network from a third-party facility, and it would be dishonest to offer a guarantee stronger than the one we hold ourselves.
2. How availability is measured
Availability is measured as the percentage of minutes in a calendar month during which your instance's network port is reachable and power is available, as recorded by our external monitoring from at least two geographic locations, checking at one-minute intervals.
Availability measures whether your server is reachable and powered. It does not measure game performance — tick rate, latency, or player capacity — which depend on your modpack, plugins, and configuration. See section 12 of our Terms of Service.
3. What is excluded
The commitment does not apply to unavailability caused by:
- Scheduled maintenance, announced at least 48 hours in advance on our status page and by email. We aim to keep this under 2 hours per month and to schedule it between 03:00 and 07:00 Pacific.
- Emergency maintenance required for security, announced as soon as we reasonably can.
- Denial-of-service attacks directed at your server. We provide connection filtering and origin protection through a reverse proxy, which handles application-layer and connection-flood attacks. We do not provide volumetric DDoS mitigation, and a large volumetric attack may result in your IP being null-routed by our upstream provider until it subsides.
- Your own actions — misconfiguration, a crashed or misbehaving modpack, resource exhaustion inside your allocation, or suspension under the Acceptable Use Policy.
- Failures of our upstream infrastructure provider that are outside our control.
- Force majeure — natural disaster, war, civil unrest, government action, widespread internet routing failure.
We know that last two exclusions carry real weight given we don't own the facility. We would rather state it plainly here than argue about it later.
4. Service credits
If we miss the commitment in a calendar month, you may claim a credit:
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.89% | 10% of that month's fee |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| Below 90.0% | 100% |
How to claim: email support@uptick.host within 30 days of the end of the affected month, with the approximate dates and times. We'll check it against our monitoring.
Credits are applied to your account against future service. They are not paid in cash. Total credits in any month are capped at 100% of that month's fee for the affected server. Credits are the sole and exclusive remedy for missed availability.
5. Support response
During posted hours — [HOURS] — we aim to give a first response to any ticket within 30 minutes. Outside those hours we aim for 12 hours. Server-down events are treated as emergencies and alerted to us automatically at any hour.
These are targets we publish because we intend to hit them, and we track our performance against them. They are commitments of effort, not contractual guarantees, and missing a response target does not by itself entitle you to a credit.
6. Status and communication
Our status page at status.uptick.host is hosted independently of our servers, so it stays up when we don't. We post there first during any incident, and we will tell you what actually happened rather than describing an outage as "elevated error rates."