SLA / Uptime Policy

CipherNode LLC (“CipherNode,” “we,” “us,” or “our”) provides separate monthly uptime commitments by service line, measured by the availability of CipherNode-controlled network and node infrastructure required for the affected service to run:

• Lite plans: 99.5% monthly uptime SLA.
• Eligible Budget and Premium plans: 99.9% monthly uptime SLA.

The uptime SLA applies only to the applicable CipherNode-controlled hosting infrastructure. It is not a guarantee that every game server, script, plugin, mod, workshop item, map, customer configuration, publisher service, authentication system, or other third-party dependency will operate without interruption.

Downtime means your paid hosting service is unavailable because of a confirmed issue with CipherNode-controlled infrastructure, such as node failure, network failure, storage failure, or a platform-level outage that prevents your server from being accessed.

Downtime begins when CipherNode detects the issue or when you open a support ticket with enough information for us to verify the issue, whichever is earlier.

The uptime target and service credits do not apply to interruptions caused by:

• Scheduled maintenance, emergency security maintenance, migrations, or announced work.
• Customer configuration, game server software, scripts, plugins, mods, workshop items, maps, worlds, databases, or other third-party content.
• Publisher, authentication, licensing, marketplace, or platform services outside our control, including Cfx.re, Steam, Microsoft, Mojang, Epic, and game publisher services.
• DDoS attacks, abuse mitigation, upstream provider issues, internet routing problems, DNS problems outside our control, or force majeure events.
• Suspension, cancellation, non-payment, chargebacks, fraud review, Terms of Service violations, or Acceptable Use Policy violations.
• Issues caused by exceeding plan limits, resource abuse, corrupted files, customer changes, Egg Changer actions, or customer-controlled backups/restores.
• Panel-only, website-only, billing-only, or support-only issues that do not prevent the hosted server from running.

If eligible verified downtime causes monthly availability to fall below the SLA applicable to your service line, you may request a service credit for the affected service. Credits are applied to your CipherNode account and are not cash refunds.

Lite Plan Credit Schedule — 99.5% Monthly Uptime SLA

Budget/Premium Credit Schedule — 99.9% Monthly Uptime SLA

Lite plans remain non-refundable and are not eligible for the 7-day money-back guarantee. The sole SLA remedy is an eligible account service credit unless a verified unresolved technical failure qualifies for the narrow refund exception in the Refund Policy or applicable law requires otherwise. Total credits for a month are capped at the monthly fee paid for the affected service.

Open a support ticket within 7 days of the outage and include your service ID, approximate start/end time, timezone, screenshots or logs if available, and a short explanation of the impact.

We will review monitoring, node logs, network data, and ticket history to determine eligibility. Credits are issued only when downtime is verified and falls within this SLA.

We may perform scheduled maintenance to improve reliability, apply security updates, migrate infrastructure, or prevent larger outages. When practical, we will provide advance notice through our website, client area, status page, Discord, or support channels.

Emergency maintenance may occur without advance notice when needed to protect security, stability, data integrity, or network operations.

Backups are a risk-reduction feature, not a substitute for your own copies. Current backup features may include daily automated backups with 7-day retention for eligible Budget/Premium services and daily automated backups with 3-day retention for Lite Mumbai services, plus manual backup slots where available. Availability depends on plan, node, account status, storage capacity, and backup system status.

Unless a specific service page or written agreement expressly says otherwise, backup storage may be local, remote, or otherwise infrastructure-dependent. Backup failures, incomplete backups, customer-controlled restores, deleted files, corrupted game data, plugin/mod/script errors, databases, egg changes, or data loss do not qualify for SLA credits unless the issue is part of a verified CipherNode-controlled infrastructure outage that otherwise qualifies under this SLA.

SLA credits do not cover lost revenue, player loss, reputation damage, lost data, software corruption, third-party platform failures, plugin/mod/script problems, or indirect damages.