Service Level Agreement

Custom Services

• Custom services (such as server setup, Skript creation, and Discord bot creation) are not covered by our standard uptime guarantee.
• Support for custom work is provided on a best-effort basis and may be subject to additional terms.

1. Uptime Guarantee

• Velocity Nodes guarantees a 99.9% monthly uptime for our hosting services.
• Uptime is calculated based on server availability over a monthly billing cycle, excluding scheduled maintenance and circumstances outside our control (see Section 4).

2. Service Credits

If we fail to meet the uptime guarantee, you may request a service credit:

• 99.0% – 99.8% uptime: 10% credit of the monthly fee for the affected service.
• 95.0% – 98.9% uptime: 25% credit of the monthly fee for the affected service.
• Below 95.0% uptime: 50% credit of the monthly fee for the affected service.

Conditions:

• Credits must be requested via a support ticket at https://billing.velocitynodes.com/tickets within 7 days of the downtime.
• Credits are applied to future invoices and are not refundable.
• The maximum credit available in a billing cycle is 50% of the monthly fee.

3. Exclusions

This SLA does not apply to downtime caused by:

• Scheduled maintenance (we will notify you at least 24 hours in advance).
• Force majeure events, including but not limited to natural disasters, war, or government actions.
• Network issues outside of our data center in Poland.
• Software or applications installed by the client.
• Abuse, violations of our Terms of Service, or Acceptable Use Policy.
• Customer actions, misconfigurations, or unauthorized access attempts.

4. Maintenance

• We may perform scheduled maintenance to maintain and improve our services.
• Maintenance windows will be announced in advance through our website or client portal.
• Emergency maintenance may be performed without prior notice if necessary to protect services.

5. Support Commitment

• Support is provided exclusively through our ticket system at https://billing.velocitynodes.com/tickets.
• We strive to respond to tickets within 24 hours, though response times may vary depending on workload and severity of the issue.

6. Limitations

• Service credits are your sole and exclusive remedy for failure to meet our uptime guarantee.
• Velocity Nodes is not responsible for any indirect damages, including but not limited to lost profits, data loss, or business interruption.

7. Changes to SLA

• We may update this SLA at any time.
• Continued use of our services after updates constitutes acceptance of the revised SLA.