This Service Level Agreement describes the availability commitments that may apply to eligible HorizonNode services and the process for requesting service credits when a qualifying outage occurs.
SLA Coverage
- This Service Level Agreement applies to qualifying HorizonNode hosting services where an uptime commitment is specifically included with the purchased service.
- Availability calculations apply to HorizonNode-controlled infrastructure and network components relevant to the affected service.
- Any service credit is subject to validation by HorizonNode using our monitoring, logs, provider records, and incident information.
Availability Target
Where stated for an eligible service, HorizonNode targets 99.9% monthly availability. This target is measured over the applicable monthly billing period and does not include excluded events listed below.
Excluded Events
- Scheduled or emergency maintenance announced in advance when reasonably possible.
- Customer-caused outages, misconfiguration, resource exhaustion, scripts, plugins, mods, or software installed by the customer.
- Third-party services, upstream providers, external APIs, game publishers, DNS providers, or software outside HorizonNode’s reasonable control.
- DDoS attacks or other malicious events where mitigation is functioning but availability is still affected.
- Force majeure events, internet-wide routing issues, natural disasters, government actions, or other events outside our reasonable control.
Service Credits
If an eligible service falls below the stated monthly availability target because of a qualifying HorizonNode-controlled outage, the customer may request a service credit. Credits are reviewed case-by-case and, if approved, are applied to the customer account rather than paid as cash.
Credit Requests
- Requests must be submitted through the HorizonNode support system within seven (7) days of the qualifying incident.
- The request should include the affected service, approximate outage time, and any relevant evidence.
- Approved credits may not exceed the recurring charge for the affected service for the billing period in question.
Maintenance
Routine maintenance may be performed to maintain security, stability, performance, or reliability. Emergency maintenance may be performed without advance notice when necessary to protect customers or infrastructure.
Monitoring and Determination
HorizonNode’s monitoring systems, infrastructure logs, provider records, and incident reports are used when determining whether a qualifying outage occurred and its duration.
Contact
To request an SLA review or service credit, open a support ticket from the HorizonNode support center.