POLICY

Service Level Agreement (SLA)

Last Updated: March 2025

At Faction Hosting, we are committed to offering a reliable hosting environment backed by clear guarantees. This Service Level Agreement ("SLA") outlines what clients can expect from us and defines the boundaries of our responsibilities. By continuing to use our services, you accept the terms of this SLA.

Service Availability

We target a minimum of 99.9% uptime across our network and hardware infrastructure on a monthly basis. If downtime exceeds 0.1% of a given month for an eligible service purchased directly from Faction Hosting, clients may qualify for compensation under this agreement.

What This SLA Covers

Network: Our backbone connectivity and core routing will maintain at least 99.9% availability per month.

Hardware: Physical servers provided by Faction Hosting will remain operational at least 99.9% of the time in a given month.

Direct Clients: This SLA applies only to customers who purchase services directly from Faction Hosting. We cannot guarantee uptime for services delivered by resellers.

Exclusions & Limitations

This SLA does not apply in the following cases:

Scheduled maintenance: Any downtime announced in advance through email or our website.

Software failures: Outages or issues caused by application-level bugs, crashes, or third-party scripts.

Client actions: Interruptions due to customer-installed plugins, custom scripts, or modifications.

External services: Failures caused by third-party products, providers, or integrations outside of our control.

DDoS / DoS Attacks: Downtime caused by attacks directed at our infrastructure or our partner providers' infrastructure is not covered under this SLA. However, we may, at our sole discretion and in good faith, provide a service credit or discount based on the circumstances.

Client-side connectivity: Issues originating from the customer's ISP or local network environment.

Resource overages: Downtime caused by exceeding allocated CPU, memory, or storage limits.

Suspension: Services suspended for policy violations or overdue invoices are excluded.

Force majeure: Events beyond our control, such as natural disasters or power grid failures.

Support Schedule

Faction Hosting tries to reply to all support tickets created within three (3) hours placed within your client portal or Discord. In most cases, we can guarantee a complete resolution of each support ticket within five (2-3) days, with the exception of certain extenuating circumstances, listed below but not limited to:

Newly discovered and not previously resolved game bugs on our systems.

DDoS Protection Filter Updates.

Partnership applications.

Job applications.

Legal proceedings.

Any other special circumstances communicated by our team.

Service Credits

Service credits are issued based on the level of total network uptime measured within a given month:

Less than 99.9% but greater than or equal to 99.0%: 15% credit

Less than 99.0% but greater than or equal to 95.0%: 30% credit

Less than 95.0%: 100% credit

Credit Request

To qualify fo a service credit, clients must submit a ticket through the billing portal no later than the end of the billing cycle following the outage. The request must include:

The subject line must clearly state: "Requesting review for service credit under SLA".

The billing cycle impacted by the downtime, along with the calculated uptime percentage for that cycle and the exact dates and times where service was unavailable.

Supporting logs or evidence showing the disruption and the intervals affected.

Claiming Compensation

All claims will be reviewed on a case-by-case basis. We reserve the right to reject claims we find fraudulent or abusive, including attempts to cause downtime for the purpose of compensation. SLA coverage applies exclusively to direct customers of Faction Hosting.

Limitation of Liability

Faction Hosting shall not be held liable for any direct, indirect, incidental, special, consequential, or exemplary damages. This includes, but is not limited to, damages arising from loss of profits, revenue, customers, opportunities, goodwill, business interruption, use, or data. This limitation applies regardless of whether the event is covered under this SLA or results from outages, hardware or software failures, network disruptions, or any other cause, even if the customer has been advised of the possibility of such damages.

Data & Privacy

Any data collected during the course of providing our services is used solely for service delivery, troubleshooting, and platform improvements. We do not sell customer information to third parties or use it for competitive leverage.

Contact for SLA Matters

Formal or legal inquiries regarding this SLA should be directed to: [email protected]