Client Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is an integral part of the Terms of Service between Shulker Hosting ("Shulker," "we," "us," or "our") and the client ("Client," "you," or "your") for the provision of Premium Minecraft Server hosting services.

This SLA outlines the commitments regarding service availability, performance, and support, along with the remedies available to the Client in the event of failure to meet these commitments.

Purpose & Scope

This SLA defines the service levels that Shulker Hosting aims to provide for its Premium Minecraft Server hosting services. It sets clear expectations regarding the availability, performance, and support offered to the Client, and outlines the procedures for reporting issues and the remedies available for service level failures.

This SLA applies to all active Premium Minecraft Server hosting services purchased by the Client from Shulker Hosting.

Uptime Guarantee

Shulker Hosting guarantees a 99.99% network and server uptime for its Premium Minecraft Server hosting services ("Uptime Guarantee"). This guarantee applies to the availability of the Client's Minecraft server hosted on our infrastructure. Uptime is calculated on a monthly basis, excluding scheduled maintenance.

Uptime Measurement:

  • Uptime is measured by our internal monitoring systems, which continuously monitor the accessibility and responsiveness of our network and servers.
  • Downtime is defined as any period during which the Client's hosted Minecraft server is unavailable due to an issue within Shulker Hosting's control, as confirmed by our monitoring systems.

Exclusions from Uptime Calculation:

The Uptime Guarantee does not apply to service interruptions caused by:

  • Scheduled maintenance or upgrades, provided adequate notice (typically 24 hours) has been given to the Client.
  • Client-initiated actions, including but not limited to, misconfigurations, custom scripts, third-party plugins, or excessive resource usage.
  • Attacks (e.g., DDoS attacks) that exceed our Advanced DDoS Protection capabilities, where all reasonable mitigation efforts have been exhausted.
  • Force Majeure events, including but not limited to, acts of God, war, terrorism, civil disturbance, labor disputes, natural disasters, or governmental regulations.
  • Failures of third-party services not directly controlled by Shulker Hosting (e.g., internet service provider outages at the Client's location, DNS propagation issues not caused by Shulker).
  • Hardware or software failures of Client-owned equipment or software.

Service Level Remedies

In the event that Shulker Hosting fails to meet the 99.99% Uptime Guarantee in a given calendar month, the Client may be eligible for service credits or refunds as outlined below. All claims must be submitted to our support team within seven (7) business days of the end of the month in which the downtime occurred.

Monthly Uptime Percentage Remedy
99.99% or higher No credit/extension
Below 99.99% to 90% 5-day service extension
Below 90% to 70% 10-day service extension
Below 70% to 60% 15-day service extension
Below 60% to 50% 20-day service extension
Below 50% 75% refund of the monthly service fee

Claim Process:

  • Open a support ticket via our client portal or by emailing [email protected].
  • Provide detailed information including affected service, dates/times, and supporting evidence.
  • Claims reviewed by technical team; approved extensions applied to service term; refunds processed within 10 business days.

Limitations: Service credits/extensions are non-transferable, have no cash value beyond account application. Maximum credit/extension for any month not to exceed total monthly service fee. This SLA is the Client's sole and exclusive remedy.

Technical Support

Shulker Hosting provides comprehensive technical support to assist Clients with issues related to their Premium Minecraft Server.

Support Channels & Scope:

  • Email: [email protected]
  • Client Portal Ticketing System.
  • 24/7 for critical issues, general inquiries during business hours (IST).
  • Covers network, hardware, OS basic functionality, pre-installed software, control panel.

Out of Scope Support:

  • Client-side issues (network, hardware).
  • Troubleshooting custom scripts, plugins, or modifications.
  • Third-party software not provided by Shulker Hosting.
  • Website development/programming, content management.

Data Backup & Recovery

While Shulker Hosting employs robust infrastructure for data integrity, Clients are solely responsible for maintaining backups of their own data, including Minecraft world files and configurations. We recommend regular backups to an off-server location. Shulker Hosting may perform internal backups for disaster recovery purposes, but these are not guaranteed for Client restoration.

General Provisions

Amendments:

Shulker Hosting reserves the right to amend this SLA at any time. Any changes will be communicated to Clients via email or through our official website. Continued use of services after such amendments constitutes acceptance of the revised SLA.

Governing Law:

This SLA shall be governed by and construed in accordance with the laws of India, specifically within the jurisdiction of Gurugram, Haryana.

Entire Agreement:

This SLA, together with Shulker Hosting's Terms of Service and Acceptable Use Policy, constitutes the entire agreement between the Client and Shulker Hosting regarding the provision of services.