1SLA Coverage
- Our SLA only applies to the following types of interruptions:
- Network - We are committed to providing 99.97% network availability to all applicable services. If at any time our service does not maintain this agreement for 10 consecutive minutes, the affected service will be covered by our SLA.
- Hardware - We are committed to ensuring our machines will be able to supply service at all times for all applicable services. If at any time our machines are not able to maintain this agreement for 10 consecutive minutes, the affected service will be covered by our SLA.
- Denial of Service Attack (DoS/DDoS) - We are committed to providing protection against all types of Denial of Service attacks. If we are unable to mitigate a denial of service attack within 10 minutes, the affected service will be covered by our SLA.
2SLA Limitations
- Our SLA does not apply under the following circumstances:
- Planned Maintenance - Occasionally we need to perform maintenance on our services that may result in temporary downtime. We announce all planned maintenance in advance via email or on our Discord server.
- Software Error/Failures - Software is not within the scope of our service. Therefore we do not cover errors, crashes or any service interruptions caused by software.
- Interruptions caused by the client - We do not cover issues caused by the client such as installing third-party files and software or custom scripts.
- Exceeding allocated resources - Interruptions due to the affected service using more resources than available are not covered.
- Circumstances beyond our control - Force majeure or any act of God which results in failure of service are not covered.
3Non-Compliance Claims
- In the event of non-compliance, the client will be compensated as per the terms below:
- For every minute of downtime, Sylant will provide an equivalent extension to the affected service, rounded up to the nearest day.
- To receive service compensation, the client must create an SLA claim via ticket.
- SLA claims must be submitted within one week (seven days) of the outage.
- All SLA claims will be investigated. The outcome of such claims will be decided at the sole discretion of Sylant.
- Any SLA claims we deem to be fraudulent will be rejected.
- We reserve the right to deny SLA claims if we believe the client has purposely attempted to cause a service disruption to claim against our SLA (e.g: if we believe the client was involved in initiating a denial of service attack against their own service).
4Amendment
- Sylant reserves the right to amend or vary the terms of our SLA at any time. Any changes will be reflected immediately on this page.