EclipseNode, Service Level Agreement

Introduction

We take great pride in the reliability of the services we provide. We understand how critical high-availability is for online services, which is why we offer this Service Level Agreement (SLA) to ensure our clients are covered in the event of a disruption. The following services are covered by this SLA:

• Game Hosting
• Discord Bot Hosting

SLA Coverage

This SLA covers the following types of interruptions:

• Network Availability: We guarantee 100% network uptime for all applicable services. If our service fails to meet this agreement for 10 consecutive minutes, the affected service will be covered by this SLA.
• Hardware Availability: We guarantee that our physical machines will maintain continuous service for all applicable services. If at any time our machines fail to maintain this agreement for 10 consecutive minutes, the affected service will be covered by this SLA.

SLA Exclusions

This SLA does not apply under the following circumstances:

• Planned Maintenance: We periodically perform maintenance on our systems, which may cause temporary downtime. All planned maintenance will be announced in advance via email, on website or via our discord server.
• Software Failures: This SLA does not cover software errors, crashes, or any interruptions caused by software, as these are outside the scope of our service.
• Client-Related Interruptions: We do not cover disruptions caused by the client, such as third-party files, software, or custom scripts being installed.
• Resource Overuse: Interruptions caused by exceeding the allocated resources for the affected service are not covered under this SLA.
• Force Majeure: We are not liable for interruptions caused by circumstances beyond our control, including natural disasters.

Compensation for Non-Compliance

If we fail to meet the terms outlined in this SLA, the client is entitled to compensation as follows:

• For every minute of downtime, we will provide an equivalent extension to the affected service, rounded up to the nearest day.
• To file an SLA claim, the client must submit a support ticket through the Client Portal, Email, or Discord (preferred).
• SLA claims must be submitted within seven (7) days from the outage.
• All SLA claims will be reviewed and investigated. The final decision will be at our sole discretion.
• We reserve the right to reject any SLA claims that are found to be fraudulent.
• If we determine that a client has intentionally caused a service disruption to claim compensation (e.g., initiating a denial of service attack), we reserve the right to deny the SLA claim.
• This SLA is valid only for direct clients. We are not responsible for any downtime caused by resellers of our services.

Amendment of Terms

We reserve the right to amend or modify the terms of this SLA at any time. Any changes will take effect immediately and will be reflected on this page.

Contact Us

If you have any questions or require clarification about this SLA, please don't hesitate to contact us.