Service Level Agreement (SLA)
Last updated: August 19, 2026
Our Service Level Agreement (SLA) is our promise to keep your servers fast and online. Here is a simple, no-nonsense guide to our 99% uptime guarantee and how service credits work if an outage ever happens.
1. 99% Uptime Guarantee
We work hard to keep your game server at least 99% of the time every month. This excludes planned maintenance updates or massive internet outages outside our physical control.
2. What Counts as Downtime?
Downtime means your server is completely unplayable or unreachable because of a problem directly inside RaveNodes' hardware or network infrastructure, confirmed by our monitoring systems.
3. Scheduled Maintenance
We occasionally do system updates to keep server nodes safe and fast. Whenever possible, we will announce maintenance ahead of time so you can prepare your community.
4. Getting Account Credits for Outages
If server uptime drops below 99% in a month due to our system failure, you can request account credits to discount your next billing cycle.
5. Who Qualifies for Credits
Credits apply if the outage was caused by a fault on our side. You aren't eligible if the server crashed because of a broken plugin you installed, misconfigured server settings, or unpaid invoices.
6. Maximum Credit Limit
The maximum amount of SLA credits you can receive for any monthly outage is capped at 50% of the cost you paid for that specific service for that month.
7. What We Can't Control
We aren't responsible for server crashes caused by huge web-wide fiber cable cuts, massive upstream ISP provider blackouts, or server configuration mistakes made on your end.
8. Fast Support Help
Our support team works around the clock to answer your tickets as quickly as possible. While response times vary depending on how busy the queue is, urgent server outages always get top priority.
9. Resource Limits
Your server gets access to high-performance AMD Ryzen CPUs and fast storage, but overall speed also depends on how heavy your custom game mods, plugins, or world files are.
10. Keep Your Own Backups
While we offer built-in panel backups, you are responsible for keeping offline downloads of your important game worlds, database files, and server configurations.
11. System Updates
We may update hardware, software, or network routing at any time to patch security holes and maintain server stability.
12. Policy Updates
We may update this agreement occasionally. Continuing to use RaveNodes hosting services means you agree to any updated SLA terms.