Service Level Agreement

Last Updated: 2025-04-30

This Service Level Agreement (“SLA”) outlines the service performance standards provided by metalitybyte (“we”, “our”, “us”) to customers (“you”, “your”) who use our hosting services, including game server hosting and Discord bot hosting. This SLA is a part of our Terms of Service and applies to all paying customers.

By using our services, you agree to the terms outlined in this SLA.

1. Uptime Commitment

We strive to provide 99.9% uptime for our services, excluding scheduled maintenance and events beyond our control (e.g., natural disasters, network outages). Uptime is calculated on a monthly basis.

2. Support Response Times

We aim to respond to support requests within the following timeframes:

• Critical Issues: 1 hour
• High Priority Issues: 4 hours
• Medium Priority Issues: 12 hours
• Low Priority Issues: 24 hours

3. Scheduled Maintenance

Scheduled maintenance may be performed with at least 24 hours notice, and will usually occur during low-traffic periods. During maintenance, temporary service disruption may occur, and such downtime is not counted against the uptime guarantee.

4. SLA Exclusions

This SLA does not apply to:

• Customer error or misuse (e.g., misconfiguring your server or bot)
• Attacks (e.g., DDoS) beyond our mitigation capabilities
• Issues caused by third-party services (e.g., Discord API outages)
• Force majeure (natural disasters, war, network outages outside our control)
• Non-payment, policy violations, or account suspension
• Scheduled maintenance with prior notice

5. SLA Compensation Policy

If we fail to meet our uptime guarantee in a given calendar month, no credits or compensation will be offered. Instead, we will take all necessary measures to resolve the issue promptly and prevent future disruptions.

We are committed to providing a reliable service and ensuring minimal downtime, and we encourage customers to contact our support team if they encounter issues.

6. Changes to This SLA

We reserve the right to modify this SLA at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services after any changes constitutes your acceptance of the new SLA.

7. Contact Us

If you have any questions or concerns about this SLA, please contact us at support@metalitybyte.com

By using our services, you acknowledge that you have read, understood, and agree to this Service Level Agreement.