Service Level Agreement (SLA)

Endurance Nodes guarantees a 99.9% network and physical node availability for all our hosting plans during any given billing month.

"Downtime" is strictly defined as a continuous, verified inability to connect to your server or the control panel due to a failure in our physical hardware, hypervisors, or primary network routing.

The following scenarios are explicitly exempt from our SLA guarantee and will not be calculated as Downtime:

• Scheduled Maintenance: Planned maintenance windows that have been announced in our official Discord or via email at least 24 hours in advance.
• Client-Side Errors: Server crashes, lag, or unavailability caused by custom modpacks, heavy plugins, corrupted worlds, or memory exhaustion (OOM) due to user mismanagement.
• Game Publisher Outages: Downtime resulting from Mojang/Microsoft authentication server failures.
• DDoS Mitigation Null-Routing: In the event of an exceptionally massive attack targeting a specific IP, we may temporarily blackhole (null-route) the IP to protect the rest of the node.
• Force Majeure: Outages caused by events beyond our control, including datacenter fires, ISP backbone failures, or natural disasters.
• Suspension: Servers temporarily offline due to payment delays or Acceptable Use Policy (AUP) violations.

If Endurance Nodes fails to meet the 99.9% uptime guarantee due to eligible Downtime in a given billing month, the client's sole and exclusive remedy will be the extension of their active service duration.

Compensation Rate:

• SLA Breach (Uptime between 99.0% and 99.89%): One (1) additional day of service added to the current billing cycle.
• Extended Downtime (Uptime below 99.0%): Three (3) additional days of service.
• Severe Outage: For every additional twelve (12) hours of continuous, verified downtime beyond the initial breach, the client will receive one (1) further additional day of service.

Note: Under no circumstances will SLA breaches result in direct cash refunds to credit cards, PayPal, or any other external payment gateways. Compensation is strictly limited to service time extensions.

Maximum Compensation Cap: In no event shall the total compensatory time credited to a client in a single billing month exceed thirty (30) days (or the equivalent of one full billing cycle).

To claim SLA compensation, the client must follow this strict procedure:

1. The client must submit a formal ticket to our Support Department through the official billing portal (not Discord).
2. The claim must be submitted within seven (7) calendar days of the downtime incident.
3. The ticket must include the server ID, the exact date and time the outage began, and the duration.

Our administration will review internal monitoring logs to verify the claim. If approved, the service extension will be automatically applied to the next invoice. Failure to submit the claim within the 7-day window will result in the forfeiture of any SLA compensation for that incident.