Service Level Agreement
Last updated: July 23, 2025
1. Introduction
This Service Level Agreement (“SLA”) defines the baseline level of service, responsibilities, and mutual expectations between Serververse and every customer for our hosting services.
2. Guiding Principles
Best-effort delivery: All services are provisioned on an “as-is” and “as-available” basis without warranties.
Fairness: We operate a single, uniform SLA for all non-enterprise customers—no compensation tiers, credits or refunds apply.
3. Scope of Services
This SLA applies solely to core infrastructure under Serververse control: compute nodes, hypervisors, storage arrays, internal networking and data-center power. Third-party software and upstream carrier failures are outside scope.
4. Service Availability Targets
Shared, Email, Game & Discord Hosting: Target 99% average monthly availability.
VPS, Storage VPS, Cloud & Dedicated: Target 99.5% average monthly availability.
These figures are goals, not guarantees. Failure to meet a target does not trigger credits or refunds.
5. Maintenance & Planned Interruptions
Standard window: Sundays 02:00–06:00 local data-center time. Up to eight (8) additional emergency maintenance hours per calendar month may be executed with or without notice.
6. Customer Responsibilities
Maintain accurate contact information, implement off-site backups (Serververse snapshots are courtesy only), secure applications, and refrain from prohibited activities.
7. Support Commitments
24×7 ticketing via store.serververs.com. Best-effort first response within six (6) business hours. Live chat and phone are available 08:00–22:00 IST.
8. Exclusions
No obligations exist for downtime caused by: scheduled/emergency maintenance, force majeure events, DDoS attacks, customer misuse, or beta services.
9. Limitation of Liability
Serververse’s total aggregate liability is limited to the fees actually paid by you for the affected service during the thirty (30) days preceding the event.
10. Term & Termination
This SLA is coterminous with your active hosting subscription. Outstanding invoices remain payable.
11. Modifications
Serververse may revise this SLA by posting an updated version with at least thirty (30) days’ notice.
12. Acceptance
By creating or continuing to use a Serververse service, you acknowledge that you have read, understood and agreed to this SLA in full.