Service Level Agreement (SLA)

SkyRainCloud provides an enterprise-grade 99.9% network and power availability guarantee for active hosting infrastructure in each calendar month.

We commit to maintaining our hypervisors, physical host nodes, central routing equipment, storage infrastructure, and power systems to provide reliable hosting availability.

Hardware and Node Commitment

Virtualized instances, including VPS and Game Servers, are deployed on enterprise-grade bare-metal infrastructure using datacenter-grade server hardware, ECC memory, and enterprise storage configurations.

SkyRainCloud may upgrade, replace, migrate, or reconfigure infrastructure when required for reliability, security, maintenance, capacity, or operational requirements.

Data Center Integrity

Our infrastructure may utilize professional datacenter facilities with redundant power and cooling, UPS systems, backup generators, physical security controls, and multi-carrier network connectivity with DDoS mitigation capabilities.

For the purpose of calculating SLA compliance and service-time extension eligibility, the following definitions apply.

"Downtime" or "Outage"

The period 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 attributable to SkyRainCloud.

Downtime is measured from the moment the outage is reported through an official support ticket or detected by SkyRainCloud's central infrastructure monitoring systems until the service is restored.

"Verifiable Downtime"

Downtime corroborated by SkyRainCloud's internal network logs, hypervisor monitoring, infrastructure monitoring, or other reliable monitoring systems.

"Active Billing Cycle"

The specific billing period during which the service outage occurs and for which the Customer has an active paid hosting service.

Cumulative Downtime

All qualifying downtime is cumulative across the applicable billing cycle. Every qualifying outage, regardless of the number of incidents, duration, cause category, or time at which it occurs during the billing cycle, will be combined when determining the total eligible service-time extension.

Scheduled Maintenance

SkyRainCloud may perform routine infrastructure maintenance, software upgrades, security updates, hardware maintenance, network upgrades, and other planned infrastructure work.

Reasonable efforts will be made to provide customers with advance notice when practical.

Downtime resulting from scheduled maintenance is excluded from SLA calculations and service-time extensions.

Emergency Maintenance

In critical situations, SkyRainCloud may perform emergency maintenance without prior notice.

This may include:

• - Critical security vulnerabilities
• - Hardware failures
• - Active network attacks
• - Infrastructure instability
• - Emergency hardware replacement
• - Network protection
• - Data protection
• - Immediate threats to infrastructure stability

Downtime resulting from emergency maintenance required to protect or restore infrastructure is excluded from SLA service-time extension eligibility where reasonably necessary.

This SLA does not apply, and no service-time extension will be provided, for service interruptions or unavailability arising from:

• - Customer-side configuration errors
• - Application crashes
• - Operating system failures
• - Mod/plugin conflicts
• - Kernel panics
• - Database corruption
• - Customer-installed software
• - Customer configuration errors
• - Resource throttling resulting from Terms of Service or Fair Use Policy violations
• - Process termination resulting from policy violations
• - Account suspension
• - Unpaid invoices
• - Payment disputes
• - Registration or identity validation failures
• - External transit-provider network outages
• - BGP routing anomalies outside SkyRainCloud's network boundaries
• - DNS propagation delays or third-party DNS failures
• - Volumetric DDoS attacks exceeding standard mitigation capacity
• - Null-routing required to protect the wider infrastructure
• - Customer-requested shutdowns or reboots
• - Customer-side network connectivity issues
• - Force Majeure events
• - Acts of God
• - Environmental disasters
• - Fires
• - Floods
• - Earthquakes
• - Civil unrest
• - Acts of terrorism
• - War
• - Governmental mandates
• - National internet restrictions or censorship
• - Regional or metropolitan power-grid failures outside SkyRainCloud's control
• - Scheduled maintenance
• - Emergency maintenance
• - Planned infrastructure migrations
• - Hardware replacement or infrastructure upgrades where reasonable efforts are made to minimize disruption

To request an SLA service-time extension, the Customer must open a ticket through the official billing portal within seven (7) calendar days of the outage event.

The ticket should contain:

• - Customer account details
• - Affected service ID
• - Approximate start and end times of the outage
• - Available ping, traceroute, or connectivity evidence where applicable

SkyRainCloud may use its internal monitoring systems, network logs, hypervisor records, and infrastructure logs as the authoritative source for determining qualifying downtime.

Requests will normally be reviewed by the billing/support team within fourteen (14) business days.

If a qualifying service outage occurs due to an issue attributable to SkyRainCloud, the affected service's subscription period will be extended by an amount of time equivalent to the verified qualifying downtime.

The service-time extension will be calculated using SkyRainCloud's verified infrastructure, network, hypervisor, and monitoring records.

The extension will be added directly to the affected service's existing expiry date.

No additional payment will be required from the Customer for the extension.

Cumulative Service-Time Extension

All qualifying downtime is cumulative across the applicable billing cycle.

Multiple qualifying outages will be combined when determining the total service-time extension.

The total verified qualifying downtime will be added to the service's expiry date as additional service time.

Example

If a Customer experiences multiple qualifying infrastructure outages during their billing cycle, the verified duration of each qualifying outage will be combined.

The resulting total qualifying downtime will be added to the Customer's service expiry date.

The service-time extension described in this SLA constitutes the standard SLA remedy for qualifying SkyRainCloud infrastructure downtime.

No separate monetary refund or account credit will be provided for qualifying downtime unless:

• - required by applicable law; or
• - explicitly provided for under the applicable Refund Policy.

The service-time extension does not reduce or alter the Customer's existing service resources, configuration, data, or subscription plan.

SkyRainCloud will determine qualifying downtime using available technical records, which may include:

• - Infrastructure monitoring
• - Network monitoring
• - Hypervisor logs
• - Host logs
• - Power monitoring
• - Network equipment logs
• - Service health monitoring
• - Internal incident records

Where multiple sources are available, SkyRainCloud may correlate the records to establish the start and restoration times of the qualifying outage.

Customer-provided evidence may also be considered during the review.

SkyRainCloud does not provide a separate percentage-based SLA credit for qualifying downtime under this SLA.

Instead, qualifying downtime is compensated through an equivalent extension of the affected service's subscription period as described in Section 6.

If a core hosting service is completely unavailable due to a verified SkyRainCloud infrastructure failure, the service-time extension described in this SLA will continue to apply based on the verified qualifying downtime.

Any additional refund or alternative remedy remains subject to SkyRainCloud's applicable Refund Policy and its requirements.

SkyRainCloud may migrate or transition Customer services between:

• - Server hardware
• - CPU platforms
• - Hypervisors
• - Storage infrastructure
• - Network infrastructure
• - Datacenter environments

Such changes may be performed for:

• - Reliability
• - Security
• - Capacity planning
• - Hardware lifecycle management
• - Infrastructure upgrades
• - Maintenance
• - Performance improvements
• - Operational requirements

SkyRainCloud will make reasonable efforts to minimize customer disruption during such activities.

Where an infrastructure migration causes qualifying downtime attributable to SkyRainCloud and is not covered by an applicable exclusion, the verified qualifying downtime will be added to the Customer's service period.

SkyRainCloud provides network-level DDoS mitigation where available.

During significant attacks or security incidents, SkyRainCloud may temporarily apply:

• - Traffic filtering
• - Rate limiting
• - Network filtering
• - Null-routing
• - IP mitigation
• - Emergency network changes
• - Other protective measures

Where such action is reasonably necessary to protect the Customer, other customers, or SkyRainCloud's infrastructure, resulting downtime may be excluded from SLA service-time extension eligibility as described in the exclusions section.

The 99.9% uptime guarantee represents SkyRainCloud's infrastructure availability commitment subject to the definitions, exclusions, and conditions contained within this SLA.

SkyRainCloud does not guarantee uninterrupted operation of:

• - Customer applications
• - Game servers
• - Operating systems
• - Databases
• - Plugins
• - Mods
• - Customer-installed software
• - Customer configurations
• - Third-party services

Customers are responsible for maintaining appropriate backups of their data and applications.

SkyRainCloud may provide backup services where explicitly included in the applicable service plan, but customers should maintain independent backups for critical workloads.

Customers are also responsible for their applications, operating systems, configurations, databases, plugins, and other software running within their hosted environment.

SkyRainCloud may update this SLA from time to time to reflect changes to:

• - Infrastructure
• - Services
• - Security requirements
• - Operational practices
• - Datacenter arrangements
• - Business requirements

The SLA version applicable to an incident will generally be the version effective for the Customer's service at the time of the incident, subject to applicable law.

This SLA defines SkyRainCloud's availability commitment and the applicable process for determining qualifying downtime and service-time extensions.

In the event of an availability incident, SkyRainCloud will use its infrastructure monitoring, network records, hypervisor logs, and other relevant technical records to determine whether the incident qualifies under this SLA and the amount of additional service time applicable to the affected service.

For every qualifying SkyRainCloud-caused outage, the verified qualifying downtime will be added to the affected service's subscription period.