Service Level Agreement
This SLA defines our uptime commitments, how we measure availability, what happens when we fall short, and your rights to service credits. It applies to all paid Kerit Cloud hosting services.
Uptime Guarantee
Kerit Cloud guarantees a 99.99% monthly uptime for all paid hosting services. This means no more than 4 minutes and 23 seconds of unplanned downtime per month.
Uptime is calculated on a per-calendar-month basis. If we fail to meet this target, eligible customers may request service credits as described below.
Covered Services
This SLA applies to the following paid Kerit Cloud services:
- Discord Bot Hosting — all premium plans
- Minecraft Server Hosting — all paid tiers
- Lavalink Node Hosting — all premium plans
- Web Hosting — all paid plans
How We Measure Uptime
Monthly uptime is calculated using the following formula:
Uptime % = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
- Total Minutes — the total number of minutes in the calendar month
- Downtime Minutes — minutes where the service was unavailable due to issues within Kerit Cloud's control
Downtime is measured from our internal monitoring systems. Scheduled maintenance windows are excluded from downtime calculations.
Service Credits
If we fail to meet the uptime guarantee, you may be eligible for credits applied to your next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| 99.00% – 99.99% | 10% of monthly fee |
| 95.00% – 98.99% | 25% of monthly fee |
| 90.00% – 94.99% | 50% of monthly fee |
| Below 90.00% | 100% of monthly fee |
Credits are applied as account balance and cannot be refunded as cash. Maximum credit per month is capped at 100% of that month's service fee.
Filing a Claim
To request a service credit:
- Contact us at support@kerit.cloud or via our Discord
- Include your account email, affected service, and the date/time of the incident
- Claims must be submitted within 14 days of the end of the affected month
We will review your claim and respond within 5 business days. Credits are applied within one billing cycle of approval.
Scheduled Maintenance
Scheduled maintenance is not counted as downtime. We commit to:
- Providing at least 48 hours advance notice for planned maintenance
- Scheduling maintenance during low-traffic windows whenever possible
- Keeping maintenance windows as short as possible
- Posting updates on our status page and Discord before, during, and after maintenance
Exclusions
This SLA does not apply to downtime caused by:
- Force majeure events — natural disasters, wars, pandemics, or government actions
- DDoS attacks or cyberattacks beyond our mitigation capabilities
- Issues caused by your own code, configuration, or third-party software
- Suspension or termination due to Terms of Service violations
- Scheduled maintenance windows (with proper advance notice)
- Third-party service outages (DNS providers, payment gateways, etc.)
- Free-tier services
Remedies & Limitations
- Service credits are your sole and exclusive remedy for SLA breaches
- Credits do not apply to accounts with outstanding payments or active TOS violations
- Total credits in any billing period cannot exceed 100% of that period's fees
- Credits are non-transferable and cannot be converted to cash refunds
- This SLA is subject to the liability limitations in our Terms of Service
SLA Changes
- We may update this SLA from time to time. Changes will be communicated 7 days in advance via email or our website.
- The "Last updated" date at the top of this page reflects the most recent revision.
- Continued use of paid services after changes constitutes acceptance of the updated SLA.
Questions about our SLA or need to file a claim? Reach out anytime.