Service Level Agreement

We target 99.9% monthly uptime for the network and hardware infrastructure underlying your game server: that’s no more than about 43 minutes of unplanned downtime in an average month. This commitment covers our nodes, network, and the Pterodactyl panel; it doesn’t cover the game process itself crashing due to your own plugins, mods, or configuration.

Uptime is measured per calendar month as the percentage of time your node was reachable and able to run your server, based on our own monitoring. Time your server was suspended for non-payment, or stopped by you, isn’t counted as downtime either way.

If actual uptime in a given month falls below our 99.9% target, your account is credited toward a future invoice on this schedule:

99.0% – 99.9% uptime: 5% of that month’s plan cost credited.

95.0% – 99.0% uptime: 10% of that month’s plan cost credited.

Below 95.0% uptime: 25% of that month’s plan cost credited.

Credits are applied to your account balance, not paid out as cash, and are capped at 100% of that month’s plan cost.

This commitment doesn’t cover downtime caused by scheduled maintenance (see below), factors outside our reasonable control (DDoS attacks, upstream network or power failures, force majeure), your own network or device issues, or suspension/termination under our Terms of Service.

We keep scheduled maintenance as short and infrequent as possible, and announce it at least 24 hours in advance by email or an in-panel announcement whenever we can. Scheduled maintenance windows don’t count against the uptime commitment above.

Credits aren’t automatic. Open a support ticket within 7 days of the affected month ending, with the server and approximate downtime window, and we’ll check it against our monitoring and apply any credit due.

We may update this SLA from time to time. If we make material changes, we’ll notify account holders by email before they take effect.

Questions about this SLA? Email us at info@dragonhosting.cloud.