Service Level Agreement (SLA)

1. Introduction

This document constitutes the Service Level Agreement (SLA) for Eliteservers’s hosting solutions. It establishes the standards, commitments, and mutual responsibilities between Eliteservers and its clients regarding game server hosting, VPS services, and related offerings.

2. Scope of Services

This SLA applies to the following services provided by Eliteservers:

• Hosting for game servers, including protection against DDoS attacks.
• Hosting solutions for Virtual Private Servers (VPS).
• Hosting options for Virtual Dedicated Servers (VDS) and Dedicated Servers.

3. Service Availability Commitment

Eliteservers is committed to ensuring 99.9% service availability on a monthly basis across all hosting solutions. This uptime guarantee excludes scheduled maintenance, for which clients will be notified at least 12 hours in advance, and emergency maintenance undertaken to address critical issues or security concerns.

Compensation for Downtime

If Eliteservers fails to meet the 99.9% uptime standard, customers may be eligible for compensation in the form of service credits, as detailed below:

• Uptime below 99.9%: Up to 5% credit of the monthly subscription cost.
• Uptime below 99.5%: Up to 10% credit of the monthly subscription cost.
• Uptime below 95.0%: Up to 20% credit of the monthly subscription cost.

4. DDoS Mitigation

Eliteservers provides advanced protection against Distributed Denial of Service (DDoS) attacks as part of its hosting services. While every effort is made to shield clients from disruptions, no protection is entirely invulnerable. In the event of an attack exceeding our mitigation capacity, Eliteservers will work diligently to restore service and mitigate further impacts.

Eliteservers is not responsible for any data loss, service interruptions, or damages caused by DDoS attacks or other external actions beyond its control.

5. Client Obligations

Clients agree to the following responsibilities:

• Use Eliteservers services in accordance with our Acceptable Use Policy (AUP).
• Protect their account credentials, data, and other sensitive information.
• Promptly notify Eliteservers of any technical issues to enable timely resolution.

6. Limitation of Liability

Eliteservers will not be held liable for:

• Service interruptions or downtime caused by client actions or third-party systems.
• Data loss resulting from client mishandling or failure to maintain adequate backups.
• Financial losses stemming from service unavailability.
• Indirect, incidental, or consequential damages of any kind.

7. Modifications to the SLA

Eliteservers reserves the right to revise this SLA to reflect changes in services or policies. Any updates will be communicated to clients via email or announcements on our website, with a minimum notice period of 30 days before implementation.

By using Eliteservers services, clients accept the terms outlined in this SLA.

Last updated: 02/02/2025