Service Level Agreement (SLA)

1. 99.9% Uptime Commitment

SolaraHost guarantees a minimum of 99.9% availability for our core hypervisor hardware nodes and network transit paths during each calendar month. We proactively monitor node vital signs, memory ECC counters, and upstream BGP peering every 60 seconds.

2. Service Credits Schedule

If we fail to meet our 99.9% availability commitment in any given month, affected customers are entitled to service credits applied directly to their next billing cycle according to the following schedule:

Monthly Availability	Service Credit Percentage
99.0% – 99.89%	10% Monthly Credit
95.0% – 98.99%	25% Monthly Credit
< 95.0%	50% Monthly Credit

3. Exclusions from SLA

The SLA guarantee does not apply to interruptions caused by:

Scheduled maintenance announced at least 24 hours in advance via email or Discord.
Customer application software failures, misconfigured game server plugins, or OS-level kernel panics initiated by user actions.
Account suspension triggered by breach of our Acceptable Use Policy.
Upstream fiber cuts or global Internet routing anomalies outside of SolaraHost's direct autonomous system (AS).
Unprecedented volumetric DDoS attacks or temporary protective null-routing as outlined in our Anti-DDoS Scope & Disclaimer.

4. Credit Request Procedure

To receive an SLA credit, submit a ticket within 7 business days following the month of incident through our central client portal. Approved credits are applied to renewal fees.