Legal

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. Overview

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

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)

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:

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
Etc...
• 24+ hours⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀100% of monthly invoice

5. How to Obtain Credits

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.