Guaranteed reliability.
Service Level Agreement.
Our commitments to uptime, performance, and support — and the remedies available when we fall short.
01 Purpose & Scope
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 defines the service levels that Shulker Hosting aims to provide, setting clear expectations regarding availability, performance, and support.
This SLA applies to all active Premium Minecraft Server hosting services purchased by the Client from Shulker Hosting.
02 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:
- Scheduled maintenance (24h notice provided).
- Client-initiated actions (misconfigurations, plugins, resource overuse).
- DDoS attacks exceeding mitigation capacity.
- Force majeure events (acts of God, war, natural disasters).
- Third-party failures (ISP outages at Client location, DNS issues).
03 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.
| 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 |
📋 Limitations: Service credits/extensions are non-transferable and have no cash value beyond account application. Maximum credit for any month not to exceed total monthly service fee. This SLA is the Client's sole and exclusive remedy.
04 Technical Support
Shulker Hosting provides comprehensive technical support to assist Clients with issues related to their Premium Minecraft Server.
Support Channels:
- Email: [email protected]
- Client Portal Ticketing System
- 24/7 for critical issues; general inquiries during business hours (IST)
Out of Scope:
- Client-side network/hardware issues.
- Troubleshooting custom scripts or third-party plugins.
- Website development or programming.
05 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.
⚠️ Important: You are strongly advised to maintain independent, off-server backups of your Minecraft worlds, configurations, and databases. Shulker Hosting is not liable for data loss.
06 SLA Exclusions
The Uptime Guarantee and associated remedies do not apply to downtime or unavailability caused by:
- Any beta or free trial services.
- Suspension or termination of services due to violation of Terms of Service or AUP.
- DNS or domain registration issues outside our control.
- Client's failure to follow security best practices or maintain account credentials.
07 Claim Process
To request remedies under this SLA, the Client must:
- Open a support ticket via the client portal or email [email protected] within seven (7) business days after the end of the month in which the downtime occurred.
- Provide the affected service name, dates/times of downtime, and any supporting evidence.
- Allow our technical team to verify the claim against internal monitoring data.
Approved remedies: service extensions applied within 5 business days; refunds processed within 10 business days.
08 General Provisions
Amendments: Shulker Hosting reserves the right to amend this SLA at any time. Changes will be communicated via email or website notice. Continued use of services constitutes acceptance.
Governing Law: This SLA shall be governed by the laws of India, with jurisdiction in Gurugram, Haryana.
Entire Agreement: This SLA, together with Shulker Hosting's Terms of Service, Privacy Policy, and Acceptable Use Policy, constitutes the entire agreement between the Client and Shulker Hosting.
09 Contact Information
For questions regarding this SLA or to submit a claim, please contact our support team: