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Table of Contents

Service Level Agreement (SLA)

A Brief Introduction

We are very confident in the reliability of the service we provide with a proven track record of over 5 years. We understand first-hand how crucial it is for an online service to maintain high availability, which is why we provide an SLA (Service Level Agreement) to cover our customers in case of service interruption. The following services are covered by this Service Level Agreement: Minecraft server hosting, Minecraft Pocket Edition server hosting, TeamSpeak server hosting.

SLA Coverage

Our SLA only applies to the following types of interruptions:

Network

We guarantee 100% network availability for all applicable services. If at any time our service fails to maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.

Hardware

We guarantee that our physical machines will be able to provide service at all times for all applicable services. If at any time our machines fail to maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.

Denial of Service (DoS/DDoS)

We guarantee protection against all types of Denial of Service attacks. If we are unable to mitigate a denial of service attack within 5 minutes, the affected service will be covered by our SLA.

SLA Limitations

  • This SLA does not apply to performance or availability issues resulting from client-side scripts or content.
  • Issues arising from service misuse or violation of our Terms of Service are not covered.
  • Scheduled maintenance windows are excluded from SLA calculations.
  • Force majeure events are not covered by this SLA.
  • The SLA only applies to paid services and does not cover free or trial services.

Non-Compliance Claims

If you believe we have failed to meet the terms of this SLA, you must submit a claim within 30 days of the incident.

Claims must include detailed information about the incident, including dates, times, and affected services.

Validated claims will result in service credits applied to your account, calculated based on the duration and severity of the service interruption.

Amendment

We reserve the right to modify this SLA at any time. Changes will be communicated to all customers at least 30 days before they take effect.

Contact Us

For any questions about this SLA or to submit a claim, please contact our support team through our support portal or by email at support@LordServers.id