Service Level Agreement (SLA)
Last updated: September 2026 | Enterprise infrastructure commitments
1. Service Scope and Commitment
This Service Level Agreement (SLA) governs the availability and performance of Minecraft hosting infrastructure provided by Sylense. We target a 99.9% monthly network and node availability standard across our India datacenter clusters.
2. Availability Targets
Availability is measured across each calendar month and applies directly to:
- Host Hypervisor Availability: Physical compute node operational state and container virtualization engines.
- Network Connectivity: Gateway routing and edge transit connectivity within our India datacenter points of presence.
- Storage Access: High-performance NVMe storage arrays serving container volume mounts.
3. Scheduled Maintenance Windows
Periodic system updates, kernel patches, and network enhancements are essential to sustain infrastructure security. Scheduled maintenance will be communicated via email or dashboard announcement at least 24 hours in advance and executed during off-peak hours (typically 02:00 to 05:00 IST) whenever feasible. Scheduled maintenance is excluded from downtime calculations.
4. Downtime Exclusions
The SLA does not apply to interruptions caused by:
- Client-side software crashes, incompatible Minecraft mods, memory overflow from excessive entities, or corrupted world chunk files.
- Customer-initiated actions, including server reboots, intentional shutdowns, or misconfigured server properties.
- Upstream Internet Service Provider (ISP) routing outages beyond Sylense network boundaries.
- Force majeure occurrences or circumstances beyond reasonable control.
5. Service Credit Structure
If unscheduled infrastructure downtime exceeds our monthly target, verified customers may request account credits applied toward future invoices:
| Monthly Availability | Service Credit Percentage |
|---|---|
| 99.5% to 99.89% | 10% of monthly fee |
| 99.0% to 99.49% | 25% of monthly fee |
| Below 99.0% | 50% of monthly fee |
6. Requesting Service Credits
To claim an SLA credit, submit a ticket within 7 business days following the month in which the incident occurred. Please include approximate outage timestamps and affected server IDs. Credits are issued as billing balance adjustments and are non-refundable as cash.