> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sculkhosting.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA & Uptime

> Sculk Hosting targets 99.9% monthly network uptime for eligible services. Learn how SLA credits are calculated, what qualifies, and how to file a claim.

Sculk Hosting is committed to keeping your server online and reachable. To back that commitment, Sculk Hosting provides a Service Level Agreement (SLA) that targets 99.9% monthly network availability for eligible paid services. If that target is not met, you may be entitled to account credit based on how far uptime fell below the threshold.

## Uptime target

The SLA covers **network and power availability** for paid game server services. The monthly uptime target is **99.9%**.

<Info>
  The SLA applies to network and power infrastructure. It does not cover application-level availability — if your server software crashes, a plugin causes errors, or a configuration issue takes your server offline, that is outside the scope of this SLA and is your responsibility to resolve.
</Info>

## SLA credit table

If monthly uptime falls below 99.9%, you may receive account credit based on the severity of the shortfall.

| Monthly uptime  | Credit             |
| --------------- | ------------------ |
| 99.9% or higher | No credit          |
| 99.0% – 99.89%  | 5% of monthly fee  |
| 95.0% – 98.99%  | 10% of monthly fee |
| 90.0% – 94.99%  | 25% of monthly fee |
| Below 90.0%     | 50% of monthly fee |

Credits are issued as **account credit only**. They are applied to your Sculk Hosting account balance and used against future invoices. Credits are not paid out as cash refunds.

The maximum credit issued for any single calendar month is **50% of your monthly recurring fee**, regardless of how many incidents occurred during that month.

## How to submit an SLA claim

<Steps>
  <Step title="Check the status page">
    Before submitting, verify the incident is recorded on the network status page at [my.sculkhosting.com](https://my.sculkhosting.com). This helps confirm the outage affected Sculk Hosting's infrastructure rather than your local connection or server software.
  </Step>

  <Step title="Prepare your claim details">
    Gather the following information before you email:

    * Your account email address
    * The affected service (server name or service ID)
    * Date and time of the outage (including timezone)
    * A description of what you experienced
    * Any supporting logs or screenshots
  </Step>

  <Step title="Email your claim">
    Send your SLA claim to [support@sculkhosting.com](mailto:support@sculkhosting.com) with the subject line **SLA Credit Request — \[Month Year]**. Claims must be submitted **within 7 days after the end of the affected calendar month**.
  </Step>

  <Step title="Wait for review">
    The support team will review your claim, verify it against infrastructure logs, and apply any eligible credit to your account. You will receive a confirmation email once the review is complete.
  </Step>
</Steps>

<Warning>
  Claims submitted more than 7 days after the end of the affected calendar month will not be accepted. Submit promptly to avoid missing the window.
</Warning>

## What the SLA does not cover

The following situations are excluded from SLA coverage and do not qualify for credit:

* **Scheduled maintenance** — planned downtime announced in advance
* **Customer configuration issues** — crashes or outages caused by your server software, plugins, mods, or settings
* **DDoS attacks** — while Sculk Hosting provides DDoS protection, large-scale attacks beyond mitigation capacity are excluded
* **AUP violations** — services suspended or terminated for violating the Acceptable Use Policy
* **Billing issues** — service interruptions resulting from unpaid invoices or account holds
* **Upstream provider failures** — outages caused by internet transit providers or other third parties outside Sculk Hosting's control

## Check network status

You can monitor live network status at [my.sculkhosting.com](https://my.sculkhosting.com). The status page is updated during active incidents and shows historical uptime data.