Service Level Agreement (SLA)

Ruby Host - Service Level Agreement (SLA)

Last Updated: 09/01/2024

1. Introduction

This Service Level Agreement (SLA) outlines the expected levels of service provided by Ruby Host to its customers. It also defines the responsibilities of both parties in maintaining the agreed level of service.

2. Service Commitment

Ruby Host is committed to providing a reliable and high-performing Minecraft server hosting service. This SLA outlines our service level goals and the remedies available to customers in the event that these goals are not met.

3. Service Availability

Uptime Guarantee: Ruby Host guarantees a minimum of 99.9% uptime for all Minecraft server hosting services on a monthly basis, excluding scheduled maintenance, emergency maintenance, and events beyond our control (e.g., natural disasters, major internet outages).

Scheduled Maintenance: Ruby Host will perform scheduled maintenance during low-traffic periods. Customers will be notified at least 24 hours in advance of any maintenance expected to cause service disruption.

Emergency Maintenance: In the event of emergency maintenance, Ruby Host will make every effort to minimize downtime and will notify customers as soon as possible.

4. Performance

Server Performance: Ruby Host strives to ensure that all hosted servers operate at optimal performance levels. This includes maintaining network infrastructure, hardware, and software updates to prevent performance degradation.

Latency: Ruby Host aims to provide low-latency connections for optimal gameplay. However, latency may vary based on the customer’s geographic location and internet service provider.

5. Support

Support Availability: Ruby Host provides customer support through [support channels such as email, live chat, or ticketing system]. Support is available 24/7, excluding major holidays.

Response Times: Ruby Host aims to respond to support requests within the following time frames:

  • Critical Issues: (e.g., server down) Response within 1 hour.
  • Major Issues: (e.g., performance degradation) Response within 4 hours.
  • Minor Issues: (e.g., general inquiries) Response within 12 hours.

6. Service Credits

In the event that Ruby Host fails to meet the uptime guarantee, customers may be eligible for service credits. Service credits are calculated as a percentage of the monthly fee for the affected service as follows:

  • 99.0% - 99.8% uptime: 10% service credit
  • 95.0% - 98.9% uptime: 25% service credit
  • Below 95.0% uptime: 50% service credit

Service Credit Requests:

  • Customers must request service credits within 30 days of the service disruption.
  • Service credits will be applied to the customer’s next billing cycle and cannot be redeemed for cash.

7. Exclusions

This SLA does not apply to any performance or availability issues:

  • Caused by factors outside Ruby Host’s reasonable control, including any force majeure events.
  • That result from any actions or inactions of the customer or any third party.
  • That result from the customer’s equipment, software, or other technology.
  • That occur during periods of scheduled maintenance or emergency maintenance.

8. Customer Responsibilities

Timely Payments: The customer must ensure timely payment of all invoices. Failure to do so may result in service suspension or termination.

Accurate Information: The customer must provide and maintain accurate account information.

Appropriate Use: The customer must use the services in compliance with Ruby Host’s Acceptable Use Policy and Terms of Service.

9. Termination

Either party may terminate the SLA by providing [30 days’] written notice. Termination of the SLA does not affect the customer’s obligations under the Terms of Service or any other agreements with Ruby Host.

10. Limitation of Liability

Ruby Host’s total liability under this SLA is limited to the service credits as described in Section 6. Under no circumstances will Ruby Host be liable for any indirect, incidental, special, or consequential damages.

11. Governing Law

This SLA is governed by and construed in accordance with the laws of North Carolina, without regard to its conflict of law principles.

12. Amendments

Ruby Host reserves the right to modify this SLA at any time. Any changes will be communicated to customers through email or through the customer portal. Continued use of our services after the SLA has been modified will be considered acceptance of the revised terms.

13. Contact Information

If you have any questions about this SLA, please contact us at:

Email: Support@rubyhost.net

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