Service Level Agreement (SLA)
Effective Date: October 2026 • 99.9% Network & Node Availability
1. 99.9% Uptime Commitment
DevHost guarantees a 99.9% monthly network and server node availability across our high-performance infrastructure. This covers network transit routes, hypervisor host availability, and power redundancy in our primary datacenter tiers.
2. SLA Exclusions
The 99.9% SLA uptime calculation excludes the following scenarios:
- Scheduled maintenance announced at least 24 hours in advance via our announcement channels.
- Software crashes caused by custom game server plugins, third-party modpacks, corrupted saves, or incorrect user configuration in Pterodactyl.
- Outages resulting from upstream tier-1 carrier fiber cuts or natural disaster events beyond reasonable hypervisor control.
- Account suspension triggered by Acceptable Use Policy (AUP) non-compliance.
3. DDoS Mitigation Guarantee
All DevHost game servers are protected by automated 12+ Tbps always-on mitigation scrubbing centers. Volumetric layer 3/4 and layer 7 attacks targeting game protocol ports are filtered in hardware with zero latency penalties.
4. Service Credit Compensation
If our hardware or network uptime drops below the guaranteed 99.9% threshold in a billing month due to an unannounced outage, clients are eligible for SLA compensation credits calculated as follows:
| Monthly Node Uptime | Credit Compensation |
|---|---|
| 99.0% - 99.89% | 10% Monthly Service Credit |
| 98.0% - 98.99% | 25% Monthly Service Credit |
| < 98.0% | 50% Monthly Service Credit |