Last updated: 4 July 2026
SERVICE LEVEL AGREEMENT
Article 1. Purpose
1.1This SLA describes the service level that VylorNode aims to provide.
1.2The SLA only applies to services for which the SLA is expressly declared applicable.
1.3This SLA does not guarantee error-free operation of customer software, plugins, scripts, mods or external services.
Article 2. Availability
2.1VylorNode aims for monthly availability of 99.9% for the core hosting service.
2.2Availability means that the underlying hosting service is reachable from the public internet, excluding exclusions.
2.3Availability is measured by VylorNode or by a monitoring system selected by VylorNode.
Article 3. Exclusions
The following do not count as downtime:
- a. scheduled maintenance
- b. emergency maintenance for security reasons
- c. incidents caused by customer software, scripts, plugins, mods or configuration
- d. incidents caused by DDoS attacks or cyberattacks to the extent beyond reasonable control
- e. incidents at external suppliers, data centers or networks
- f. force majeure
- g. suspension due to non-payment or violation
- h. issues with DNS, domains or third-party services
- i. issues on the side of the customer or end user
- j. performance issues caused by resource usage within the customer’s server.
Article 4. Maintenance
4.1Scheduled maintenance will be announced in advance where possible.
4.2Emergency maintenance may take place without notice.
4.3Maintenance is preferably performed at times with limited impact, but this cannot always be guaranteed.
Article 5. Incident handling
5.1VylorNode classifies incidents: P1 Critical: full unavailability of multiple services or a node. P2 High: service is largely unavailable or severely restricted. P3 Normal: partial incident or functional error. P4 Low: question, request or cosmetic issue.
5.2Target response times: P1: as soon as possible, target within 1 hour. P2: target within 4 hours. P3: target within 1 business day. P4: best effort.
5.3Response times are targets and not hard guarantees unless agreed in writing.
Article 6. Service credits
6.1Service credits only apply if the product expressly includes service credits.
6.2If monthly availability falls below 99.9% due to an attributable incident at VylorNode, the customer may request a credit within 7 days.
6.3Maximum credit: a. 99.0% to 99.9%: 5% of the monthly fee for the affected service. b. 95.0% to 99.0%: 10% of the monthly fee for the affected service. c. below 95.0%: 25% of the monthly fee for the affected service.
6.4Service credits are applied to future invoices and are not paid out in cash.
6.5Credits do not apply to the exclusions in Article 3.
6.6Total credits per month are limited to the monthly fee for the affected service.
Article 7. Backups
7.1Backups fall under the SLA only where backup services are expressly included.
7.2VylorNode does not guarantee backup recoverability unless expressly offered as managed backup with a guarantee.
7.3The customer remains responsible for their own backups.
Article 8. Support
8.1Support is provided through the official channels.
8.2Discord may be used as a community/support channel, but formal support and evidence preferably go through tickets.
8.3Support for customer software falls outside this SLA unless managed support has been purchased.
Article 9. Changes to SLA
9.1VylorNode may amend this SLA.
9.2Existing customers will be informed of material changes.