Service Level Agreement (SLA)

1. Service Credit Compensation Matrix

If we fail to meet our 99.99% availability standard in any billing month due to physical server hardware failure or core network packet loss, you are entitled to the following account service credits:

2. Definition of Downtime

Downtime is defined as the period during which a client's server is completely unreachable via the Internet due to an unannounced outage in FuriousCloud's physical host hypervisors, datacenter electrical infrastructure, cooling systems, or core BGP routing equipment.

3. Exclusions from SLA Claims

The following scenarios do not qualify as covered downtime under this SLA:

• Scheduled Maintenance: Maintenance windows announced at least 48 hours in advance via our Discord and status notification feeds.
• Customer Misconfiguration: In-game server crashes caused by conflicting Minecraft plugins, outdated Forge mods, corrupted world saves, or out-of-memory (OOM) loops resulting from excessive entity counts.
• Violations of Terms of Service: Automated server suspensions caused by billing non-payment or violations of our Acceptable Use Policy.
• Local ISP Routing Issues: Internet outages, residential cable cuts, or local routing disruptions occurring between your local home internet provider and our Tier-1 transit backbones.

4. How to Submit an SLA Claim

To request a service credit under this SLA:

1. Log into the Client Dashboard.
2. Open a new Support Ticket under the Billing & SLA category.
3. Provide the date, approximate start/end time of the outage, and your Server ID.

All claims must be submitted within seven (7) calendar days of the incident. Validated credits will be applied directly to your next invoice or account balance.