SERVICE LEVEL AGREEMENT (SLA)

EFFECTIVE: May 08, 2026

This Service Level Agreement ("SLA") is a policy governing the use of hosting services provided by Citrux Hosting ("Company," "we," "us," or "our"). This SLA is incorporated into and subject to the Citrux Hosting Terms and Conditions.

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1. UPTIME COMMITMENT

At Citrux Hosting, we understand that uptime is critical to your community's experience. While no infrastructure can guarantee perfect performance, we are deeply committed to maintaining high levels of service availability.

• Service Commitment: Citrux Hosting will use commercially reasonable efforts to achieve a monthly uptime percentage of at least 99.90% for all paid hosting services.
• Measurement: Uptime is measured at the "Node" level. A Node is defined as the individual physical server or hardware unit hosting your specific game server instance. Issues affecting individual game instances due to user modifications, software-specific crashes, or configuration errors are excluded.

2. DOWNTIME & EXCLUSIONS

"Downtime" refers to a period where the physical Node hosting your service is unavailable due to infrastructure failures within Citrux Hosting’s direct control.

Downtime does not include instances caused by:

• User Actions: Misconfigurations, corrupted files, or third-party mod/plugin failures.
• Scheduled Maintenance: Planned maintenance where Citrux Hosting provides at least 24 hours’ notice.
• Emergency Maintenance: Critical hardware or data center repairs required to address imminent failures.
• DDoS Attacks: Interruptions due to network attacks that exceed our standard mitigation capabilities.
• External Factors: Outages caused by upstream providers, regional internet routing issues, or "Force Majeure" events (e.g., natural disasters or utility failures).
• Unsupported Software: Downtime caused by running preview, pre-release, beta, or unsupported versions of game software.
• Suspensions: Downtime resulting from account suspension due to violations of our Terms of Service or Acceptable Use Policy.

3. MAINTENANCE POLICY

• Scheduled Maintenance: Citrux Hosting will notify customers at least 24 hours in advance of planned maintenance via email or our official community channels.
• Emergency Maintenance: In cases of imminent hardware failure, emergency maintenance may be initiated with as much notice as is practically possible. Downtime during emergency windows is excluded from uptime calculations.

4. DDOS PROTECTION

We employ best-effort DDoS mitigation measures at all our hosting locations. Given the evolving nature of network threats, no system can guarantee 100% protection. Consequently, downtime directly resulting from an external network attack is excluded from this SLA.

5. SERVICE CREDITS & COMPENSATION

• Claim-Based Model: If a Node’s uptime falls below 99.90% due to eligible infrastructure issues, you may be entitled to compensation in the form of service extensions.
• Submission Process: To request compensation, you must contact our support team at support@citruxhosting.com within five (5) days after the incident ends. Your request must include the affected service ID and the approximate time/date of the outage.
• Compensation Scale (The "Trust Moat" Model): If your claim is approved, Citrux Hosting will apply the following credit:
  • 1 Full Day of service extension for every 1 Hour of qualifying downtime.
• Caps: Extensions are capped at a maximum of 15 days per service, per incident.
• Exclusions: Compensation is provided strictly as a service extension (moving your next billing date forward) and is not redeemable for cash or refunds to the original payment method.

6. GENERAL PROVISIONS

This SLA represents your sole and exclusive remedy for any infrastructure-related downtime. Citrux Hosting reserves the right to adjust this SLA periodically as our operational capabilities and business infrastructure evolve.

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7. CONTACT US

If you have questions regarding our uptime commitment, please contact:

Citrux Hosting Email: legal@citruxhosting.com
Address: 1700 W Polo Rd, Suite 102, Grand Prairie, TX 75052, United States