SLA Overview
Kerit Cloud is committed to providing reliable, high-performance hosting services. This Service Level Agreement (SLA) defines our uptime commitments, service credits, and support response times for all paid hosting plans.
Effective Date: October 26, 2025
Last Updated: October 26, 2025
Uptime Commitment
Kerit Cloud guarantees 99.9% uptime for all paid hosting plans on a monthly basis.
What Counts as Downtime?
- Server unavailability due to hardware failure
- Network connectivity issues on our end
- Infrastructure problems within our control
What Doesn't Count as Downtime?
- Scheduled maintenance (with 24-hour advance notice)
- Emergency security patches
- Issues caused by user code, plugins, or configurations
- DDoS attacks or external security threats
- Force majeure events (natural disasters, power outages)
- Issues with third-party services (Discord API, Minecraft authentication)
Service Credits
If we fail to meet our 99.9% uptime commitment, you may be eligible for service credits applied to your next billing cycle.
| Monthly Uptime |
Service Credit |
| 99.0% - 99.8% |
10% of monthly fee |
| 95.0% - 98.9% |
25% of monthly fee |
| 90.0% - 94.9% |
50% of monthly fee |
| Below 90.0% |
100% of monthly fee |
How to Claim: Service credits must be requested within 7 days of the incident by contacting
support@kerit.cloud with proof of downtime. Credits are calculated based on the affected service period.
Support Response Times
Our support team is available 24/7 to assist you. Response times vary based on your plan tier and issue priority.
| Plan Tier |
Critical Issues |
Standard Issues |
| Starter/Basic |
4-6 hours |
12-24 hours |
| Pro/Extreme |
2-4 hours |
6-12 hours |
| Ultimate/Ultimate+ |
<2 hours |
4-6 hours |
Priority Levels
- Critical: Server down, complete service unavailability, data loss
- Standard: Performance issues, configuration help, billing questions
Network & Infrastructure
- Network Speed: 10 Gbps dedicated connections
- DDoS Protection: Enterprise-grade mitigation included
- Power Redundancy: Dual power supplies and UPS backup
- Storage: NVMe SSD with RAID protection
- Monitoring: 24/7 automated monitoring and alerts
- Backups: Daily automated backups (retention varies by plan)
Scheduled Maintenance
Planned maintenance is scheduled during low-traffic periods and communicated at least 24 hours in advance via:
- Email notification to account holders
- Announcement in our Discord server
- Status page updates
Emergency maintenance for critical security issues may be performed with shorter notice periods.
Monitoring & Transparency
We believe in transparency. Our infrastructure is monitored 24/7 using:
- Automated uptime monitoring (checks every 60 seconds)
- Performance metrics tracking
- Real-time alerting for anomalies
- Public status page (available on request)
Current Status: All systems operational. Check our Discord server or contact support for real-time status updates.
SLA Limitations
This SLA applies to:
- All paid hosting plans (Starter offer excluded)
- Services in good standing (no terms violations)
- Accounts with verified payment methods
This SLA does not apply to:
- Free trial or promotional accounts
- Suspended or terminated services
- Downtime caused by user actions or code
- Third-party service failures beyond our control
SLA Support & Claims
Need to report downtime or claim service credits? Contact us immediately.