This Hosting Service Level Agreement (“Agreement”) is a contract between the person or entity using the Company’s Services (“Customer”) and Connections, SparkedHost (“Company”) and applies to Customer’s use of the Company’s Services. Customer must read, agree with and accept all of the terms and conditions contained in this Agreement. Sparked Host can change this at any time. The following services of ours are covered by this Service Level Agreement: Minecraft server hosting, Minecraft Pocket Edition server hosting, Web Hosting.
Our SLA only applies to the following types of interruptions:
Network - We guarantee 100% network availability to all applicable services. If at any time our service does not maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.
Hardware - We guarantee our physical machines will be able to supply service at all times for all applicable services. If at any time our machines are not able to maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.
Denial of Service Attack (DoS/DDoS) - We guarantee protection against all types of Denial of Service attacks. If we are unable to mitigate a denial of service attack within 5 minutes, the affected service will be covered by our SLA.
Our SLA does not apply under the following circumstances.
Planned Maintenance - We announce all planned maintenance in advance via email or on our website.
Software error/failures - Software is not within the scope of our service. Therefore we do not cover errors, crashes or any service interruptions caused by software.
Interruptions caused by the client - We do not cover issues caused by the client such as installing third-party files/plugins and software or custom scripts.
Exceeding allocated resources - Interruptions due to the affected service using more resources than available are not covered.
Circumstances beyond our control - Force majeure or any act of the Government, weather, etc. which results in failure of service.
In the event of non-compliance, the client will be compensated as per the terms below.
For every minute of downtime, SparkedHost will provide an extension to the affected service, rounded up to the next day.
To receive service compensation, the client must create an SLA claim via support ticket from their client account.
SLA claims must be submitted within one week (seven days) of the outage.
All SLA claims will be investigated. The outcome of such claims will be decided at the sole discretion of SparkedHost.
Any SLA claims we deem to be fraudulent will be rejected.
We deserve the right to deny SLA claims if we believe the client has purposely attempted to cause a service disruption to claim against our SLA (e.g: if we believe the client was involved in initiating a denial of service attack/DDoS against their own service).
This SLA is only valid for direct clients of SparkedHost.
If you require any clarification of our SLA or have any questions, please contact us.
This agreement was last modified on January 1, 2018