BisectHosting Service Level Agreement

1. Uptime Commitment

At BisectHosting, we understand that uptime is critical to our users’ experience. We’ve spent over a decade building a reputation for reliability, and we take that responsibility seriously. While no infrastructure can guarantee perfect performance, we’re deeply committed to maintaining the highest possible levels of service availability across all systems. Our infrastructure, monitoring, and support teams are focused on ensuring stability, addressing issues quickly, and minimizing any disruptions. We will always strive to uphold the trust placed in us by doing our best to meet or exceed expectations around uptime and service quality.

• Node-Level Uptime:
  BisectHosting will use commercially reasonable efforts to achieve a minimum uptime of 99.97% per month, measured at the node level. A “Node” is defined as an individual physical server or equivalent unit hosting one or more game server instances. Uptime is measured when the Node is fully operational; issues affecting individual game instances (due to user modifications, etc.) are excluded.
• Calculation:
  Uptime (%) = ((Total minutes in the month – Unplanned downtime minutes) / Total minutes in the month) × 100%.

2. Downtime and Exclusions

• Downtime:
  Any period when a Node is unavailable due to infrastructure failures within BisectHosting’s control.
• Exclusions:
  Downtime does not include:
  • Docker-level container issues caused by user actions (e.g., misconfigurations, third-party mod/plugin failures).
  • Scheduled maintenance is excluded from uptime calculations provided that BisectHosting gives at least 24 hours’ notice, unless the notice from an upstream provider or data center is less than 24 hours, in which case BisectHosting will relay the notice as soon as possible and will not be held responsible for the reduced lead time.
  • Emergency maintenance required to address critical hardware or data center issues, with as much notice as possible.
  • Downtime resulting from force majeure events, external network disruptions, or utility outages (e.g., power failures) beyond BisectHosting’s control.
  • Interruptions due to DDoS attacks that exceed reasonable mitigation capabilities (see Section 4).
  • Issues caused by services, hardware, or software not provided by BisectHosting, including inadequate bandwidth or problems from third-party software or services.
  • Downtime during or caused by preview, pre-release, beta, or trial versions of services or features.
  • Downtime resulting from unsupported configurations, failing to follow required setup, or using the Service in ways inconsistent with its features or our guidance.
  • Downtime resulting from suspension or termination of your right to use the Service under the Terms of Service or Privacy Policy.

3. Maintenance Policy

• Scheduled Maintenance:
  BisectHosting will notify customers at least 24 hours in advance of any planned maintenance that might impact service, except in cases where BisectHosting receives less than 24 hours’ notice from its infrastructure or network providers. All such planned maintenance is excluded from downtime calculations.
• Emergency Maintenance:
  In events such as imminent hardware failure, emergency maintenance may be initiated with short notice. Downtime during emergency maintenance is excluded from this Service Level Agreement.

4. DDoS Protection

• BisectHosting employs best-effort DDoS mitigation measures at all hosting locations.
• Given the evolving nature of DDoS threats, no system can guarantee 100% protection; downtime due to DDoS attacks is excluded from this Service Level Agreement.

5. Service Credits and Compensation

• Claim-Based Model:
  If a node’s uptime falls below 99.97% due to eligible issues covered under this Service Level Agreement, you may be entitled to compensation. To request it, you must contact our support team using our Help Center within 5 days after the incident ends. Be sure to include details such as the affected service, the time and date of the outage, and any relevant logs or observations. We’ll review your request and, if it qualifies under this Service Level Agreement, we’ll apply compensation accordingly.
• Compensation Method:
  If your claim is approved, BisectHosting will extend the due date of the affected service by 1 full day for every 1 hour of qualifying downtime. Extensions are capped at 30 days per service, per incident.

6. General Provisions

• This Service Level Agreement represents the sole remedy for infrastructure-related downtime and is subject to the limitations and exclusions outlined herein.
• The Service Level Agreement does not apply to issues caused by customer actions or external factors beyond the BisectHosting’s control.
• BisectHosting may adjust this Service Level Agreement periodically as operational capabilities and our business evolves.