Service Agreement

This Service Level Agreement ("SLA") outlines the terms and conditions for the provision and availability of services by YourGameHost. This SLA applies to all active service agreements, subject to the terms of service ("ToS") and acceptable use policy ("AUP").

Definitions

• • "YourGameHost", "MCHO.ST" or "URHOST / URHO.ST" refers to the provider of the services.
• • "Client" refers to the individual or entity subscribing to the services.
• • "Service Credit" refers to a credit applied to the client’s account in compensation for unfulfilled SLA guarantees.
• • "Scheduled Maintenance" refers to planned downtime for system updates, enhancements, or repairs, with prior notice provided to clients.
• • "Uptime" refers to the period during which services are accessible and operational as intended.

Service Uptime Guarantee

YourGameHost guarantees 99.9% service uptime for all paid services on a monthly basis, excluding:

• • Scheduled Maintenance.
• • Emergency Maintenance.
• • Events of force majeure, including but not limited to natural disasters, government actions, and acts of war.
• • Downtime caused by the client’s actions or inactions, such as misuse, misconfiguration, or violation of the ToS or AUP.

Uptime is measured by the monitoring tool, Hetrix, employed by YourGameHost.

Scheduled and Emergency Maintenance

YourGameHost reserves the right to perform maintenance to ensure the stability and security of its services.

• • Scheduled Maintenance: Clients will receive at least 24 hours’ notice of planned maintenance via email, Hetrix and Discord announcement channels.
• • Emergency Maintenance: When immediate action is required to address critical issues, YourGameHost will endeavor to provide as much advance notice as possible, though prior notification may not always be feasible.

Service Credits

If the uptime guarantee is not met, clients are eligible to request Service Credits under the following conditions:

• • The request must be made within 7 days of the outage.
• • Service Credits are calculated as a percentage of the affected monthly subscription fee:
• • 99.0% to 99.8% uptime: 5% credit.
• • 95.0% to 98.9% uptime: 10% credit.
• • Below 95.0% uptime: 25% credit.

Failure to report downtime in a timely manner may result in ineligibility for Service Credits.

Limitations of Liability

YourGameHost’s total liability for any claims arising under this SLA is limited to the Service Credits outlined above. YourGameHost shall not be liable for any indirect, incidental, or consequential damages, including but not limited to loss of revenue, profit, or data, even if such damages were foreseeable or brought to its attention.

Changes to the SLA

YourGameHost reserves the right to modify this SLA at any time. Clients will be notified of significant changes via email or other appropriate means. Continued use of services following such changes constitutes acceptance of the revised SLA. Clients are encouraged to review this SLA periodically.

Acceptance

By using YourGameHost’s services, clients agree to the terms and conditions set forth in this SLA. This SLA remains in effect for the duration of the client’s active service subscription.