Service Level Agreement

This Service Level Agreement applies to paid Vluxon services that expressly include an uptime commitment. It forms part of the Vluxon Terms of Service. Trial, beta, free, or otherwise excluded services are not covered.

Vluxon commits to 99.95% monthly availability for each eligible service. Availability covers access to the assigned service and network infrastructure controlled by Vluxon. For services hosted on shared infrastructure, availability is measured at the physical node or equivalent host level. An isolated game instance, container, operating system, application, plugin, mod, or customer managed configuration does not establish infrastructure downtime.

Monthly availability is calculated as: ((total minutes in the calendar month minus qualifying downtime minutes) divided by total minutes in the calendar month) multiplied by 100. Qualifying downtime begins when an eligible service is unavailable because of an infrastructure fault within Vluxon's control and ends when service is restored. Scheduled maintenance and excluded events are removed from the calculation.

Vluxon's monitoring and incident records are used to assess availability. A customer's local connection, third party monitoring result, packet loss without service unavailability, or isolated application error does not by itself establish qualifying downtime.

Scheduled maintenance is excluded from uptime calculations. We aim to provide at least 48 hours' notice where practical and to minimize disruption. Emergency maintenance may be performed with shorter or no advance notice when required to address a security, network, hardware, or stability risk.

A claim must be submitted within 7 days after the end of the affected calendar month. It must identify the service, incident date and time with time zone, estimated duration, and relevant evidence. The account must be in good standing.

Approved credits are account credits for future invoices, are not cash refunds, and cannot exceed 50% of the affected service's monthly fee for that month. Service credits are the sole remedy for an SLA failure.

Support requests may be submitted at any time through the Client Area or the email below. Response and resolution times depend on priority, impact, complexity, and the support level purchased unless a separate written commitment applies.

Significant incidents may be communicated through the Vluxon status page or account notices. Customers must provide reasonable diagnostic information and cooperation.

Confirmed dedicated server hardware failures will be investigated and repaired or replaced subject to component and facility availability. Hardware replacement time is not separately guaranteed unless stated in the order.

Customers remain responsible for independent backups. Backup jobs or files may be affected by hardware or software faults, corruption, interrupted processes, retention limits, or account actions. Backup features and infrastructure recovery systems therefore do not guarantee restoration of individual files, and service credits do not compensate for data loss.