Service Level Agreement (SLA) This Service Level Agreement (“SLA”) outlines the uptime commitments and support standards provided by AxisNodes to its customers. By using our hosting services, you agree to the terms set forth in this document. 1. Service Commitment AxisNodes is dedicated to providing a high-performance and reliable hosting environment. We guarantee a 99.0% Monthly Uptime for all premium server instances. 2. Uptime Calculation Uptime is calculated on a monthly basis, representing the total number of minutes in a month minus the number of minutes of Service Outage. Service Outage: A period where the customer’s server is completely unreachable due to an issue within the AxisNodes network or hardware. 3. Exclusions The following events are excluded from the uptime calculation and do not qualify as a Service Outage: Scheduled Maintenance: Routine hardware, software, or network updates performed with at least 24 hours' prior notice via Discord or email. Client Actions: Issues caused by custom software configurations, script errors, or overloading of allocated resources (CPU/RAM). External Factors: Connectivity issues caused by the user’s ISP or regional internet outages. DDoS Attacks: While we provide mitigation, massive or sustained attacks that exceed our mitigation capacity are not counted against uptime. Third-Party Software: Failures in specific game plugins, mods, or third-party panels. 4. Service Credits If AxisNodes fails to meet the 99.0% uptime guarantee in a given calendar month, customers may be eligible for Service Credits applied to their next billing cycle. Monthly Uptime Percentage Service Credit Amount 99.0% or higher No Credit 95.0% – 98.9% 5% of monthly fee 90.0% – 94.9% 10% of monthly fee Below 90.0% 25% of monthly fee 5. Claiming Credits To receive a Service Credit, customers must open a support ticket within 7 days of the end of the month in which the downtime occurred. The ticket must include logs or evidence of the outage. 6. Support Standards AxisNodes aims to provide timely technical assistance: Standard Support: Response within 12–24 hours. Priority Support: (For premium plans) Response within 2–6 hours. Support is primarily conducted through our Discord Server and Billing Ticket System. Last Updated: May 10, 2026
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