1. Overview
This Service Level Agreement (SLA) defines the level of service provided by EUGameHost for our hosting services. This SLA outlines the responsibilities, guarantees, and expectations between EUGameHost and its customers regarding game server hosting, VPS hosting, and related services.
2. Services Covered
This SLA applies to the following services provided by EUGameHost:
- Game server hosting with DDoS protection
- Virtual Private Server (VPS) hosting
- Virtual Dedicated Server (VDS) and Dedicated server hosting
3. Uptime Guarantee
EUGameHost guarantees a 99.9% uptime for all hosted services. This uptime guarantee excludes scheduled maintenance (which will be announced at least 24 hours in advance) and emergency maintenance required to maintain security or functionality.
Downtime Compensation
If EUGameHost does not meet the 99.9% uptime guarantee, customers are eligible for compensation in the form of service credit based on the duration of downtime, as follows:
- Less than 99.9% uptime: Max 5% credit of monthly fee
- Less than 99.5% uptime: Max 10% credit of monthly fee
- Less than 95.0% uptime: Max 20% credit of monthly fee
4. DDoS Protection
EUGameHost offers bulletproof DDoS protection as part of our hosting services. While we are committed to providing robust protection against DDoS attacks, clients understand that no solution can guarantee complete immunity. In the event of a DDoS attack that surpasses our protection capacity, EUGameHost will make its best effort to assist in restoring protection as quickly as possible.
EUGameHost shall not be held liable for any data loss, service interruptions, or other impacts resulting from DDoS attacks or other third-party actions beyond our control.
5. Client Responsibilities
Clients agree to:
- Use services in compliance with EUGameHost’s Acceptable Use Policy (AUP)
- Maintain the security of their accounts, passwords, and data
- Report issues promptly to enable EUGameHost to address them within a reasonable timeframe
6. Limitations of Liability
EUGameHost shall not be liable for:
- Downtime or disruptions caused by client error or third-party services
- Data loss due to client actions or failure to maintain their own backups
- Any loss of income caused by a service downtime
- Any indirect, consequential, or punitive damages
7. SLA Review and Modifications
EUGameHost reserves the right to review and update this SLA. Updates will be communicated to clients via email or through an announcement on our website, with at least 30 days’ notice before taking effect.
By using EUGameHost services, clients acknowledge their acceptance of the terms outlined in this SLA.