Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is between Arma 4 Hosting ("we", "us", "the Company") and any customer with an active paid hosting plan ("you", "the Customer"). This SLA describes the uptime commitment we make, how downtime is measured, what service credits are available when we fall short, and what is not covered.

By purchasing a hosting plan you agree to the terms of this SLA alongside our Terms of Service.

2. Definitions

2.1 Uptime

The percentage of time in a calendar month during which your service is reachable and operational on our network infrastructure, calculated as:

Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100

2.2 Downtime

A period during which you are unable to connect to or use your service due to a fault within Arma 4 Hosting's infrastructure. Downtime begins when you or our monitoring systems first confirm the service is unreachable and ends when the service is restored and confirmed operational.

2.3 Scheduled Maintenance

Planned maintenance periods communicated to affected customers with at least 2 hours' advance notice via our Help Center. Scheduled maintenance does not count as Downtime for the purposes of SLA credit calculations.

2.4 Service Credit

Account credit applied to your next billing cycle as compensation for Downtime that falls below the guaranteed uptime threshold. Credits have no cash value and cannot be transferred.

3. Uptime Guarantee

Arma 4 Hosting guarantees 99.9% monthly uptime for all active paid game server and TeamSpeak 3 hosting plans. This equates to no more than approximately 43 minutes of unplanned downtime per calendar month.

Our network and infrastructure status will be published in real time once our status page launches.

4. Service Credits

If monthly uptime falls below 99.9% due to faults within our infrastructure, you are eligible for service credit applied to your account. Credits are calculated as a percentage of your monthly fee for the affected service.

Credits are capped at 100% of the monthly fee for the affected service. Credits do not roll over to future months and have no cash value.

5. Exclusions

This SLA and any associated credits do not apply to downtime or degraded performance caused by:

• DDoS attacks — distributed denial-of-service attacks targeting your service or our network, regardless of the scale or source
• Client-side issues — problems with your internet connection, hardware, operating system, or any software you have installed on the server
• Mod or configuration errors — server crashes or instability caused by mods, plugins, mission files, or configuration changes made by you or your users
• Scheduled maintenance — planned maintenance windows communicated with advance notice per Section 2.3
• Third-party services — outages or failures in third-party services including Steam, SteamCMD, Bohemia Interactive servers, or any external API your server depends on
• Force majeure — events outside our reasonable control including natural disasters, power grid failures, upstream provider outages, or government action
• Account suspension — services suspended due to non-payment or a violation of our Terms of Service
• Free or trial services — any service provided at no charge is not covered by this SLA

6. How to Submit a Credit Claim

6.1 Eligibility Window

Credit claims must be submitted within 7 days of the end of the calendar month in which the downtime occurred. Claims submitted outside this window will not be processed.

6.2 Submission Process

1. Open a support ticket via our Help Center
2. Include your account email, the affected service, and the approximate dates and times of the downtime you experienced
3. We will cross-reference your report against our monitoring data and respond within 3 business days
4. Approved credits will be applied to your account within one billing cycle

6.3 Monitoring Evidence

Our internal monitoring systems are the authoritative source for uptime measurement. We maintain logs of all service status events. We welcome customer-provided timestamps to assist in our investigation, but our monitoring records take precedence in any dispute.

7. Our Infrastructure Monitoring

Arma 4 Hosting operates continuous automated monitoring across all hosted services. Our monitoring checks service availability at regular intervals and triggers alerts to our operations team when a service becomes unreachable.

In the event of a confirmed outage affecting multiple customers, we will post a status update and communicate estimated restoration times via our Help Center.

8. Support

Arma 4 Hosting provides support for issues within our infrastructure and control panel. Our support team assists with server configuration, mod installation guidance, and connectivity issues originating on our network.

Support for third-party mods, custom scripts, and mission files is provided on a best-effort basis and is not covered by this SLA. Our team are Arma players and will always try to help — but issues arising from third-party software are outside the scope of our uptime commitment.

Support is available via our Help Center.

9. Changes to This SLA

We reserve the right to update this SLA at any time. Changes will be communicated to active customers via email at least 14 days before taking effect. Continued use of our services after the effective date constitutes acceptance of the updated SLA.

The current version of this SLA is always available at arma4hosting.com/sla.html.

10. Contact

Questions about this SLA or a specific credit claim should be directed to our Help Center.