Service Level Agreement
Skynode was established in May 2017 with the simple goal of making quality hosting services available and affordable for everyone. Over the past year, Skynode has built a reputation of being an ideal provider for people looking for game hosting for a variety of reasons. From simply wanting to chill out and build a house in Minecraft with a couple of friends to hosting full on servers filled with many players! Whatever our clients are looking for, we're usually able to provide it!
1.1 Skynode is committed to delivering all services to our paying clientele with 100% uptime. Skynode offers guaranteed 100% uptime via this Service Level Agreement, also referred to in this document as “SLA”. This SLA is provided as a supplement to the Terms and Conditions you agreed to when becoming a Skynode customer.
This uptime guarantee is applicable on a per-service-item and is not applicable for your entire monthly invoice. The SLA covers all services Skynode offers and will offer in the future, with the exclusion of the services mentioned in the Service Level Agreement Exclusions and Limitations part of this agreement.
2. Service Downtime & How it is measured
2.1 Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access any services offered by Skynode, provided the interruption is determined to have been caused by a problem in the immediate Skynode services and or networking services as confirmed by Skynode management. Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. Skynode is not responsible for any downtime that is caused by any third party software that client utilizes.
3. Service Level Agreement Exclusion(s) and limitation(s)
3.1 Skynode management appreciate and care about all our paying clientele but some limitations and/or exclusions must be included to this agreement as some events are out of our control. Therefore, Service Level Credit, refunds or account credits are not applicable to:
[a] Acts of God; in the event downtime is suffered due to extreme weather at datacenters and or any other means defined by legislation will not be covered.
[b] Accessibility of Skynode’s web property, DNS servers, API, or control panel.
[c] Any unlawful activities against the client and or caused by the client; such as DDOS attacks, server illegal activities and terminations.
[d] Internet unavailability due to client issues; In the event the client’s own internet service provider and or uptime is interrupted not caused by Skynode.
[e] And/or exceeding resourced allocated by the Clients plan; In the event the client’s server is not working due to their service requiring more resources than purchased.
[f] Dedicated servers are not covered by the SLA.
[g] If Skynode believes the SLA claim to be fraudulent.
4. Outage Credits
4.1 Service level agreement credit is available after a service has been unreachable for more than 30 consecutive minutes. For every 15 minutes of consecutive downtime after 30 minutes has elapsed the client will be credited 1% of the effected services’ monthly bill, up to 100% of the value of the service. Quarterly and semiannual services will be able to claim for their individual monthly value not their overall quarterly or semiannual value. However, Skynode must still determine, in its sole discretion, whether or not an eligible outage has occurred.
Outage Time Frame⠀⠀⠀⠀⠀⠀⠀Credited amount
• 30 – 45 minutes⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀1% of monthly invoice
• 45 – 60 minutes⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀2% of monthly invoice
• 60 – 75 minutes⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀3% of monthly invoice
• 24+ hours⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀100% of monthly invoice
5. How to obtain credits
5.1 In order to receive any credit offered under this SLA, you must initiate a support ticket related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Skynode’s services, so unless you contact us via a support ticket, we may not be aware any problem exists.
Valid ways to open a ticket and request SLA credit are either via our Discord support chat or on our billing interface located at billing.skynode.pro. If Skynode was not aware of an outage the timestamp of your ticket will mark the beginning of the outage. If Skynode was aware of an outage, Skynode may notify you of the outage. In the last case, you are still required to open a ticket to request SLA credit.
You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in Skynode’s Hosting Terms and Conditions apply to this SLA.