1. Scope of Services
This SLA applies to RaveNodes game server hosting, VPS, dedicated servers, and related hosting infrastructure and management services and may vary depending on the purchased plan.
Service Level Agreement (SLA)
Last updated: August 19, 2026
This Service Level Agreement ('SLA') defines the service commitments, performance targets, and remedies offered by RaveNodes ('RaveNodes', 'we', 'us', 'our') to customers ('Customer', 'you', 'your') using RaveNodes hosting services. This SLA forms part of the RaveNodes Terms of Service and applies only to active accounts in good standing.
2. Service Availability Commitment
RaveNodes targets a 99.9% monthly uptime availability for covered services, with downtime defined as periods of inaccessibility caused by failures in RaveNodes-managed infrastructure.
3. Scheduled Maintenance
RaveNodes may perform scheduled maintenance during low-usage periods when possible, will provide advance notice where practical via designated channels, and such maintenance is excluded from uptime calculations.
4. Emergency Maintenance
RaveNodes may conduct emergency maintenance without prior notice to address security risks, active threats, instability, or service restoration needs, and such maintenance is excluded from uptime calculations.
6. Support Response Objectives
RaveNodes provides best-effort support with target initial response times of 1 hour for critical issues, 4 hours for high priority, 12 hours for medium priority, and 24 hours for low priority, which are objectives and not guarantees of resolution.
6. Network Performance
RaveNodes will use commercially reasonable efforts to maintain stable connectivity, low-latency routing, redundancy where available, and DDoS mitigation when included, while acknowledging performance may vary due to external and customer-related factors.
7. Service Credits
If uptime falls below the stated commitment, eligible customers may request credits of 5%, 10%, or 25% depending on severity thresholds, which apply only to future services, have no cash value, cannot exceed the monthly service fee, and must be requested by the customer.
8. Credit Request Procedure
Service credit requests must be submitted within 7 calendar days of the incident and include account details, affected services, timing, and impact description, and may be verified using RaveNodes monitoring systems.
9. SLA Exclusions
This SLA does not apply to downtime caused by customer actions, third-party failures, security events beyond mitigation capacity, force majeure events, or planned and emergency maintenance.
10. Customer Responsibilities
Customers are responsible for securing their accounts, maintaining software and backups, complying with applicable policies, and promptly reporting service issues.
11. Limitations of Liability
Service credits constitute the sole remedy for covered service failures, and RaveNodes shall not be liable for indirect, incidental, consequential, or lost-profit damages arising from service interruptions to the extent permitted by law.
12. Policy Updates
RaveNodes may modify this SLA at any time without notice, with changes becoming effective upon posting and continued use constituting acceptance.