Service Level Agreement

At any point that our Service Level Agreement (SLA) is not met, we offer a credit at 100% of the last month or 30 days of services, whichever is most applicable.

• Credit does not stack for multiple outages on the same billable service
• Can only be redeemed once per month or 30 days of service
• Maximum credit in a single calendar month shall not exceed one month or 30 days of service
• Not available to customers with a delinquent account or open/pending/refunded chargebacks
• Must be requested within 30 days from the time you become eligible
• Credit may not be exchanged for or converted to monetary compensation

Our SLA does not include any guarantees for scheduled maintenance or downtime. For a maintenance window to be classified as scheduled, it must be published to customers 48 hours prior to the start time.

All customers can find a notice on their Game Server Panel page or on the upcoming maintenance page. Based on your email preferences, you may not receive an email alert.

Game server hosting involves thousands of dedicated servers around the world, connected to dozens of network carriers and partners. This distributed infrastructure is the foundation of our uptime guarantees.

NordikServer partners with vendors providing 100% network and infrastructure availability guarantees, excluding scheduled maintenance.

Network uptime comprises the full function of all cabling, switches, routers, and network interchanges. Not covered:

• Outages caused by upstream providers (e.g. your ISP)
• Network attacks such as Denial of Service or other malicious events

Network downtime is measured by our internal reporting system or the first customer report via email, chat, or ticket.

We offer a 99.9% uptime guarantee in any given month for server node hardware and the power and cooling infrastructure required to maintain service uptime. Failed components are replaced at no cost.

Hardware downtime is measured after a 4-hour window from the initial report, giving partner datacenters time to identify, diagnose, and replace failed hardware.

Our dedicated development team writes and maintains the software managing game servers, physical nodes, and the services that keep these systems online.

This SLA covers our proprietary software and third-party software used by thousands of game servers.

NordikServer provides a 99.9% uptime guarantee in any given month for all back-end services related to NordikServer.com, the client panel, the API, the mobile app, and related services such as FTP and MySQL.

Outages are counted in full 5-minute increments where the service is unavailable or non-responsive, as reported by an independent third party on our Status Page.

We offer a 99.9% uptime guarantee in any given month for all official dedicated game server executables published by the game developer/publisher (tagged "official" or "vanilla" in our system).

A software outage is valid when the game server process fails to start, crashes during regular gameplay, or does not allow players to connect. Excluded:

• Outdated game server or save data vs. latest game version
• Invalid server configurations or intentional limitations
• Intentional crashes caused by players or owners
• When your server is intentionally offline

Outages are measured by our internal reporting system or the first customer report.

NordikServer cannot provide any SLA or guarantee for third-party software, mods, plugins, custom content, or other content published by a third party. We have no control over such software and cannot guarantee it will operate bug-free or as intended.

NordikServer is not responsible for any damages related to using third-party software with your game server services.