Service Level
Agreement

This Service Level Agreement (SLA) applies to the following types of service interruptions:

1. Network: We guarantee a network availability of 99.99% for all applicable services. If network availability falls below this threshold for a continuous period of 10 minutes or more, the affected service will qualify for coverage under this SLA.
2. Panel: We guarantee 99% availability of the control panel for all applicable services. If panel availability falls below this threshold for a continuous period of 20 minutes or more, the affected service will qualify for coverage under this SLA. Panel downtime differs from network downtime: the server IP may remain pingable even when the control panel is inaccessible.
3. Hardware: We guarantee that our physical servers will maintain uninterrupted service. If our physical machines fail to meet this standard for a continuous period of 5 minutes or more, the affected service will qualify for coverage under this SLA.
4. DoS/DDoS Protection: We guarantee protection against all forms of Denial of Service (DoS) and Distributed Denial of Service (DDoS) attacks. If we are unable to mitigate such an attack within a continuous period of 5 minutes, the affected service will qualify for coverage under this SLA.

This SLA does not apply under the following circumstances:

1. Planned Maintenance: We provide advance notice of all scheduled maintenance activities through email notifications or announcements on our official website and status page.
2. Software Limitations: Software-related issues are outside the scope of our infrastructure services. Errors, crashes, or service interruptions caused by software (including operating systems, game servers, control panel modules, or user applications) are not covered under this SLA.
3. Client-Caused Interruption: We do not assume responsibility for service issues resulting from actions taken by the client, including but not limited to the installation of third-party files, plugins, software, or custom scripts. Such problems are not covered under this SLA.
4. Resource Overutilization: Service interruptions caused by the affected service exceeding its allocated resource limits (CPU, RAM, disk, I/O, bandwidth) are not covered under this SLA.
5. Force Majeure: Service interruptions caused by events beyond our reasonable control, including but not limited to acts of government, natural disasters, extreme weather conditions, or other force majeure events, are not covered under this SLA.

In the event of non-compliance with this SLA, the following terms apply:

1. For every twelve (12) hours of uninterrupted downtime, the client will receive one (1) additional day of service as compensation, credited to the affected service.
2. To request compensation, the client must submit an SLA claim via a support ticket through their client area within seven (7) days of the outage.
3. All SLA claims will undergo a thorough investigation, and the outcome will be determined solely at our discretion.
4. SLA claims for scheduled maintenance or notified downtime will not be considered.
5. We reserve the right to deny SLA claims if there is reasonable evidence that the client intentionally caused or contributed to a service disruption (e.g., initiating a DoS/DDoS attack on their own service, or running abusive workloads).
6. This SLA applies exclusively to direct clients of Fusiora OÜ and does not extend to third-party users or resellers' end customers.