This Service Level Agreement (“SLA”) defines the baseline level of service, responsibilities, and mutual expectations between Serververse (“we,” “us,” “our”) and every customer (“you,” “your”) for the following lines of business: Web Hosting, WooCommerce Hosting, WordPress Hosting, Email Hosting, VPS Hosting, Storage VPS, Discord Hosting, Minecraft Server Hosting, FiveM Server Hosting, RageMP Server Hosting, Dedicated Servers, Cloud Instances, and Domain Services.
Best-effort delivery: All services are provisioned on an “as-is” and “as-available” basis without warranties, express or implied.
Fairness: We operate a single, uniform SLA for all non-enterprise customers—no compensation tiers, credits or refunds apply.
Transparency: We publish historical status data and scheduled-maintenance notices at status.serververse.com at least 24h in advance whenever feasible.
Negotiability for enterprise: Customers that maintain an executed Enterprise Master Services Agreement may negotiate bespoke objectives, credits or remedies through their assigned Client Manager; such terms supersede this document only when expressly incorporated in writing.
This SLA applies solely to core infrastructure under Serververse control: compute nodes, hypervisors, storage arrays, internal networking and data-center power. Third-party software, client-side code, end-user connectivity, DDoS events, force-majeure incidents, or upstream carrier failures are outside scope. Any uptime figures displayed in marketing collateral are aspirational, not contractual promises
Shared, Email, Game & Discord Hosting - Target: 99% average monthly availability
VPS, Storage VPS, Cloud & Dedicated - Target: 99.5% average monthly availability
These figures are goals, not guarantees. Failure to meet a target does not trigger credits, refunds or other financial remedies
Standard window: Sundays 02:00–06:00 local data-center time.
Up to eight (8) additional emergency maintenance hours per calendar month may be executed with or without notice to preserve security or stability.
Planned work is excluded from availability calculations.
Maintain accurate contact information and valid payment methods.
Implement off-site backups; Serververse snapshots are courtesy only and not guaranteed.
Secure applications, update software and employ strong authentication.
Refrain from activities prohibited in the Acceptable Use Policy, including unsolicited bulk e-mail, illicit content, or abuse of resources. Violations may result in suspension without credit.
24×7 ticketing via store.serververs.com
Best-effort first response within six (6) business hours; no monetary penalties for slower responses.
Live chat and phone are available 08:00–22:00 IST for account or billing queries.
No service-credit or refund obligations exist for downtime or degradation caused by:
1. Scheduled or emergency maintenance;
2. Events beyond our reasonable control (force majeure, upstream outages, denial-of-service attacks, natural disasters);
3. Customer misuse, custom code, exceeding resource allocations, or security compromise originating outside Serververse infrastructure;
4. Beta, free-trial or promotional services.
To the maximum extent permitted by law, Serververse’s total aggregate liability for any claim arising out of or relating to the services is limited to the fees actually paid by you for the affected service during the thirty (30) days preceding the event giving rise to the claim. Under no circumstances shall Serververse be liable for indirect, consequential, punitive or special damages, lost profits, lost data or business interruption
This SLA is coterminous with your active hosting subscription. Either party may terminate services per the Terms of Service. Outstanding invoices remain payable; no pro-rated refunds are issued for mid-cycle cancellations
Serververse may revise this SLA by posting an updated version on serververs.com/sla with at least thirty (30) days’ notice. Continued use of the services constitutes acceptance of the revised terms
By creating or continuing to use a Serververse service, you acknowledge that you have read, understood and agreed to this SLA in full.
For questions regarding this SLA, open a ticket at store.serververs.com or
e-mail at [email protected].