Service Level Agreement (SLA)

SkyRainCloud provides an enterprise-grade 99.9% network and power availability guarantee for all active hosting infrastructure in each calendar month. We commit to keeping our hypervisors, physical host nodes, central routing equipment, storage Area Networks (SANs), and power systems online and routing traffic continuously.

Hardware and Node Commitment: To support this SLA, all virtualized instances (VPS and Game Servers) are deployed exclusively on bare-metal enterprise servers powered by AMD EPYC server architectures, enterprise DDR5 ECC RAM, and Datacenter-grade NVMe SSD storage in fault-tolerant RAID configurations. We do not utilize desktop-grade processors, consumer storage drives, or non-redundant consumer hardware in our production environments.

Data Center Integrity: Our nodes are hosted in premier Tier III and Tier IV data center facilities featuring N+1 or 2N redundant cooling configurations, dual-path power feeds (fed by independent substations), uninterruptible power supply (UPS) batteries, automatic transfer switches (ATS), on-site emergency diesel generators with 48+ hours of fuel storage, physical security access controls (biometric and CCTV), and multi-homed carrier networks with inline volumetric DDoS mitigation.

For the purpose of calculating SLA compliance and credit eligibility, the following definitions apply:

• - "Downtime" or "Outage": The period of time during which the Customer's hosted instance is completely inaccessible over the public network or unable to route traffic due to a verified hardware, network, hypervisor, or power failure on SkyRainCloud's side. Downtime is measured from the moment the outage is reported via an official support ticket or detected by our central infrastructure monitoring systems until the service is restored.
• - "Verifiable Downtime": Downtime that is corroborated by SkyRainCloud's internal network logs, hypervisor monitoring software, or independent third-party monitoring services utilized by SkyRainCloud.
• - "Active Billing Cycle": The specific calendar month during which the service outage occurred and for which the Customer paid the base recurring hosting fee.

To ensure network security, hardware longevity, and optimal hosting speeds, regular infrastructure maintenance is required. Interrupted service availability during maintenance windows is handled under the following terms:

Scheduled Maintenance: SkyRainCloud will perform routine upgrades, software patching, and physical hardware maintenance. We will make reasonable efforts to provide the Customer with at least forty-eight (48) hours advance notice via email or our client portal. Scheduled maintenance is generally performed during off-peak hours and is limited to a maximum of four (4) hours per month. Downtime resulting from scheduled maintenance is excluded from SLA uptime calculations.

Emergency Maintenance: In critical situations where we must patch severe zero-day software vulnerabilities, replace failing hardware drives, block active network intrusions, or resolve immediate environmental hazards, we may perform emergency maintenance without prior notice. Downtime arising from emergency maintenance will be kept to the absolute minimum necessary to resolve the crisis and is generally excluded from SLA credit eligibility if the intervention was necessary to prevent wider system damage.

This Service Level Agreement does not apply, and no SLA credits will be issued, for service interruptions, network packet loss, or unavailability arising from any of the following causes:

• - Customer-side configuration errors, application crashes, operating system failures, mod/plugin conflicts, kernel panics, or database corruption inside the virtual instance.
• - Resource throttling, process termination, or service suspensions imposed due to violations of our Terms of Service or Fair Use Policy.
• - Account suspensions resulting from unpaid invoices, payment disputes, or registration details validation failure.
• - External transit provider network outages, BGP routing anomalies outside our network boundaries, or domain name system (DNS) propagation delays.
• - Volumetric DDoS attacks that exceed our standard network mitigation capacity or require null-routing the Customer's IP address to protect the remaining node infrastructure.
• - Force Majeure Events: Acts of God, environmental disasters, fires, floods, earthquakes, civil unrest, acts of terrorism, war, governmental mandates, national internet censorship, or power grid failures affecting entire metropolitan zones.

Claim Procedure: To submit an SLA credit claim, the Customer must open a ticket in the billing portal within seven (7) days of the outage event. The ticket must contain the Customer's account details, the affected service ID, the precise start and end times of the downtime, and server ping logs or traceroute records verifying network inaccessibility. Credit requests will be evaluated and decided by our billing team within fourteen (14) business days.

Credit Matrix: Approved SLA credits are applied to the Customer's account balance for use in future billing cycles. Credits cannot be withdrawn as cash, refunded to credit cards, or transferred to other accounts. SLA credits are calculated as a percentage of the base monthly hosting fee for the affected service according to the following matrix:

Monthly Uptime Percentage	Verification / Cumulative Downtime	SLA Credit Percentage
99.9% to 100.0%	Less than 43 minutes	0% (SLA met)
99.0% to 99.89%	43 minutes to 7 hours 12 minutes	10% of monthly fee
95.0% to 98.99%	7 hours 12 minutes to 36 hours	25% of monthly fee
90.0% to 94.99%	36 hours to 72 hours	50% of monthly fee
Below 90.0%	Exceeding 72 hours	100% of monthly fee

Extended Outage Refund: In the highly exceptional event that a core hosting service is completely down and unreachable due to our verified fault for more than forty-eight (48) continuous hours, the Customer may request a pro-rated refund to their payment gateway as detailed in Section 2 of our Refund Policy, instead of SLA account credits.

Add-on Limitations: If the primary hosting service is online but an add-on service (e.g., an additional IP address, block storage volume, or backup vault) is non-functional, SLA credits are calculated only against the recurring cost of that specific add-on, not the base service fee.