How to claim service credit for downtime

Our Service Level Agreement (SLA) promises reliable hosting and compensates you when we fall short. This page summarises how to claim. The agreement itself is the final word. Read it at PlayNHost Service Level Agreement.

What we guarantee

• Network uptime at the percentage stated in the agreement, measured monthly and excluding planned maintenance.
• DDoS protection: if an attack affects your service for more than 5 consecutive minutes and is not mitigated, the SLA applies.

What is not covered

The SLA does not cover downtime caused by:

• Scheduled maintenance announced in advance
• Your own actions: configuration changes, mod or plugin errors, or resource overuse
• Third-party software failures: game updates, other applications or custom scripts outside our control
• Force majeure: events beyond our control, such as natural disasters or major internet backbone failures
• Suspensions for breaking our Terms of Service or for non-payment

If a server is down because of a mod crash or because it ran out of memory, that is not an SLA event, but we are happy to help you fix it. See How to fix a server that will not start.

How to claim

1. Open a ticket from your account within 7 days of the outage. See How to open a support ticket.
2. Choose the server that was affected and describe the downtime.
3. Include timestamps, or logs if you have them, and your time zone.
4. Our team checks the downtime against our own monitoring.

We aim to resolve claims within 5 business days.

How the credit works

• Credit is proportional to the length of the downtime relative to your billing cycle.
• Downtime is rounded up to the nearest hour.
• Credit is added to your account and can be used toward future renewals or new services. See How to use account credit and redeem a gift card.

For example, on a 30-day service, 4 hours of qualifying downtime earns credit equal to the cost of those 4 hours at your monthly rate.

Good to know

• Claims that are fraudulent or caused on purpose to get credit are denied.
• Check whether the downtime fits the list of exclusions before you claim. It saves time.