This Service Level Agreement (“SLA”) outlines the uptime commitments and support standards provided by AxisNodes to its customers. By using our hosting services, you agree to the terms set forth in this document.
01Service Commitment
AxisNodes is dedicated to providing a high-performance and reliable hosting environment. We guarantee a 99.9% Monthly Uptime for all premium server instances.
02Uptime Calculation
Uptime is calculated on a monthly basis, representing the total number of minutes in a month minus the number of minutes of Service Outage.
Service Outage: A period where the customer’s server is completely unreachable due to an issue within the AxisNodes network or hardware.
03Exclusions
The following events are excluded from the uptime calculation and do not qualify as a Service Outage:
Scheduled Maintenance: Routine hardware, software, or network updates performed with at least 24 hours' prior notice via Discord or email.
Client Actions: Issues caused by custom software configurations, script errors, or overloading of allocated resources (CPU/RAM).
External Factors: Connectivity issues caused by the user’s ISP or regional internet outages.
DDoS Attacks: While we provide mitigation, massive or sustained attacks that exceed our mitigation capacity are not counted against uptime.
Third-Party Software: Failures in specific game plugins, mods, or third-party panels.
04Service Credits
If AxisNodes fails to meet the 99.9% uptime guarantee in a given calendar month, customers may be eligible for Service Credits applied to their next billing cycle.
| Monthly Uptime Percentage | Service Credit Amount |
|---|---|
| 99.9% or higher | No Credit |
| 95.0% – 99.8% | 5% of monthly fee |
| 90.0% – 94.9% | 10% of monthly fee |
| Below 90.0% | 25% of monthly fee |
05Claiming Credits
To receive a Service Credit, customers must open a support ticket within 7 days of the end of the month in which the downtime occurred. The ticket must include logs or evidence of the outage.
06Support Standards
AxisNodes aims to provide timely technical assistance:
Standard Support: Response within 1 hour during peak hours, and within 6–12 hours at other times.
Priority Support: (For premium plans) Response within 2–6 hours.
Support is primarily conducted through our Discord Server and the ticket system in the client area.
Questions about this policy? Contact us.