Service Level Agreement

1. Uptime commitment

Pixel Cloud commits to 99.9% network uptime on a monthly basis for production VPS and game-hosting plans. This commitment excludes:

• Scheduled maintenance announced at least 24 hours in advance.
• Outages caused by your own software, configuration, or content.
• Force majeure events (regional internet outages, datacentre disasters, etc.).
• Suspension for non-payment or AUP violations.

2. How uptime is measured

Uptime is measured from our network edge. A server is considered "down" only if it is unreachable from at least two independent monitoring vantage points for more than 5 consecutive minutes.

3. Service credits

If we fail to meet the 99.9% target in a given calendar month, you may request a service credit:

• 99.0%–99.9%: 10% of that month's fee credited to your account.
• 95.0%–99.0%: 25% of that month's fee credited.
• Below 95.0%: 50% of that month's fee credited.

Credits are issued to your customer-panel balance for use against future renewals. They are not refunded as cash unless required by applicable law.

4. How to claim

Open a support ticket within 30 days of the affected month. Include the dates and approximate times of the outage. We will validate against our internal monitoring and apply the credit within 7 business days if the claim is valid.

5. Maintenance

We schedule non-urgent maintenance during low-traffic windows. Emergency security patches may be applied without 24-hour notice; in those cases we post the reason after the fact in the customer panel.

6. DDoS protection

All public IPs receive baseline DDoS scrubbing through our upstream providers. Severe attacks (above provider thresholds) may trigger temporary null-routing of the affected IP. We will work with you to restore service as quickly as possible; SLA credits apply only to the duration of the resulting downtime.

7. Hardware

VPS and game plans run on enterprise hardware (AMD Ryzen / EPYC) with NVMe SSDs and ECC RAM where applicable. We replace failed hardware as quickly as possible; affected services may be migrated to a different host node.

8. Out of scope

This SLA does not cover: (a) software inside your VM, (b) data loss in your VM (backup add-ons are sold separately), (c) misconfigurations on your end, (d) suspension for non-payment.