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GR Host shall use all reasonable commercial efforts, being no less than accepted industrial standards in this regard to ensure that your GR Host service is available to you (the Customer) 99.98% of the time in any given calendar month. If not, you may be eligible for Customer Service Credits described below.
Definitions. The following definitions shall apply to the GR Host SLA.
Server shall be defined as a Linode LLC system on which a Customer Service resides.
Monthly Uptime Percentage means the total number of minutes in the calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in the calendar month, divided by the total number of minutes in the calendar month. Months are billed and calulated in 28 day periods.
Server Downtime is that when a the machine is in an booted state and that the IP address the Customer Service is attached to does not respond to ping tests or TCP port tests from other systems in the GR Host network. This indicates the Customer Service is unreachable.
Emergency Downtime means situations where GR Host must temporarily induce downtime on a Server for events such as hardware failure, vulnerability repairs, and other such situations requiring the immediate shutdown of the system. Emergency Downtime is not considered Downtime for purposes relating to the GR Host SLA.
Scheduled Downtime refers to situations where GR Host will inform you of periods of downtime prior to the application of the Downtime. Scheduled Downtime is not considered. Downtime for purposes relating to the GR Host SLA. You will be informed through the email address associated with your Customer Service.
__Customer Service Credits will be provided according to the following schedule:__
Customer Credit: Includes one month of service credit added to the account credit balance, if your Monthly Uptime Percentage for any given calendar month is below 99.98%.
Customer Must Request Credit. In order to receive any Customer Service Credits described above, you must notify GR Host by email or otherwise in writing within twenty-eight (28) days from the time you become eligible to receive a Client Service Credit.
Maximum Customer Service Credit. The aggregated maximum number of Client Service Credits you can claim for any Downtime periods that occur in a single calendar month shall not exceed 1 month of service credit added to your credit balance.
Uptime SLA Exclusions: This Uptime SLA does not apply to any performance issues caused by: