Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is a binding commitment between Falcon Hosting Ltd (Company No. 15676555), trading as "Falcon Hosting" and "AwakeNode", and you, the Customer. It defines the performance standards, uptime guarantees, and support commitments we provide for the services in Section 2.

This SLA forms part of and is subject to our Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail except in relation to the specific uptime and compensation commitments made herein.

2. Scope

This SLA applies to the following services:

• VPS Hosting - Virtual Private Servers, managed via our Proxmox-based control panel, across our Performance and Budget tiers.
• Minecraft Hosting - paid Java and Bedrock game servers sold under Falcon Hosting or AwakeNode.
• Container Hosting - paid customer-deployed containers sold under Falcon Hosting.
• Managed Services / Support Retainers - the support-scope commitments in Sections 5 and 10 apply; the uptime and service-credit regime in Sections 3-4 does not apply to time-based support work.

The uptime and service-credit commitments in Sections 3 and 4 apply to paid, production VPS, Minecraft and container hosting under either brand. They do not apply to time-based managed work.

This SLA does not apply to:

• Free services, beta/trial products, or promotional offerings.
• Third-party services, applications, game software, Docker images, or other software you run on your hosting service.
• DNS hosting or domain registration services provided by third parties.

3. Uptime Guarantee

3.1 Network Uptime

We guarantee 99.9% network uptime per calendar month for paid production hosting covered by Section 2. Network uptime refers to the availability of network connectivity to and from our servers, excluding scheduled maintenance windows.

3.2 Server Uptime

We guarantee 99.9% server uptime per calendar month. For a VPS, this means the virtual server is powered on and reachable; for Minecraft and container hosting, it means the underlying host and platform are operating and the service is reachable, excluding customer-caused failures under Section 3.5.

3.3 How Uptime is Calculated

Monthly uptime percentage is calculated as:

For example, in a 30-day month (43,200 minutes), 99.9% uptime allows a maximum of 43.2 minutes of unplanned downtime.

3.4 What Counts as Downtime

Downtime is a period when your hosting service is completely inaccessible because of an issue with our infrastructure, including the network, hardware, hypervisor, game host or container platform. It begins when either our monitoring detects the outage or you submit a support ticket reporting it (whichever is earlier), and ends when the service is restored.

3.5 What Does NOT Count as Downtime

The following are excluded from downtime calculations:

• Scheduled maintenance: Planned maintenance for which at least 48 hours' notice was provided via email or our status page. We aim to schedule maintenance during low-traffic hours (typically 02:00–06:00 GMT).
• Customer-caused issues: Downtime caused by your actions, configuration, software, game files, Docker image, application or content - including resource exhaustion (CPU, RAM, disk) within your service.
• DDoS attacks: Service disruption caused by volumetric DDoS attacks targeting your service, though we will make reasonable efforts to mitigate such attacks.
• Force majeure: Events beyond our reasonable control, including natural disasters, acts of government, war, terrorism, power grid failures, or global internet outages.
• Third-party failures: Failures of upstream transit providers, DNS providers, or domains not managed by us.
• Suspended services: Services that have been suspended due to non-payment or Terms of Service violations.

4. Service Credits

4.1 Credit Amounts

If we fail to meet our 99.9% uptime guarantee in any calendar month, you are entitled to service credits as follows:

4.2 How to Claim

To claim a service credit, you must submit a support ticket within 14 days of the downtime event with the following information:

• Your account/service identifier
• Date(s) and time(s) where downtime was experienced
• A brief description of the issue

We will verify the claim against our monitoring data and, if valid, apply the credit to your account within 7 business days. Credits are applied to future invoices and are not paid out as cash refunds.

4.3 Credit Limits

Service credits in any single calendar month shall not exceed 100% of the monthly fee for the affected service. Credits are specific to the affected service and cannot be transferred to other services on your account.

For an annual plan, the monthly fee used to calculate a credit is one twelfth of the annual fee for that service.

5. Support Commitments

5.1 Support Channels

Technical support is available through the following channels:

• Support tickets through your billing account on either brand's site - this is our primary and fastest support channel.
• Discord for community support and general queries (not a guaranteed support channel).

5.2 Response Times

We operate on a “best effort” basis for all support requests. While we aim to respond and resolve all tickets as quickly as possible, we do not offer guaranteed response timeframes. Tickets are handled by our team based on priority and severity, with critical service outages (where a service is completely down with no workaround) receiving the highest priority.

5.3 Support Scope

Our support covers:

• Server and network infrastructure issues.
• Control panel functionality for VPS, Minecraft and containers, and our billing portal.
• Service provisioning and billing matters.
• Basic guidance on using our platforms.

Our support does not cover:

• Custom application development, debugging, or optimisation of your code.
• Third-party software installation, configuration, or troubleshooting (beyond basic guidance).
• Website design, SEO, or marketing assistance.
• Issues caused by customer-installed software, scripts, or misconfiguration.

6. Hardware and Infrastructure

6.1 Hardware Standards

Hardware, storage, network capacity and location vary by product and node. The specifications shown on the relevant plan page apply to your service.

6.2 Hardware Failure

In the event of hardware failure, we will work to restore your service as quickly as possible. For VPS services, this may involve migrating your virtual machine to alternative hardware. We aim to complete hardware-related restorations within 4 hours of identifying the failure.

6.3 Data Redundancy

Where a service uses redundant storage, that redundancy is not a backup. You are responsible for maintaining independent backups of your data as outlined in our Terms of Service.

7. Scheduled Maintenance

We may perform scheduled maintenance to update, patch, or improve our infrastructure. The following commitments apply:

• At least 48 hours' notice will be provided for planned maintenance via email and/or our status page.
• Maintenance will be scheduled during low-traffic hours wherever possible (typically 02:00–06:00 GMT).
• We will minimise the duration and impact of maintenance windows.
• Emergency maintenance (e.g., critical security patches) may be performed with less notice, but we will communicate as early as reasonably possible.

8. DDoS Mitigation

All services include DDoS mitigation as standard. Our mitigation is designed to filter malicious traffic while allowing legitimate traffic to reach your service. However:

• Mitigation effectiveness depends on the nature and scale of the attack.
• Extremely large or sophisticated attacks may cause some service degradation despite mitigation efforts.
• In rare cases where an attack poses a risk to our wider infrastructure, we may temporarily null-route the targeted IP address to protect other customers. We will notify you and work to restore service as quickly as possible.
• DDoS-related downtime is excluded from the uptime guarantee as outlined in Section 3.5.

9. Service-Specific Terms

9.1 VPS Hosting

• Dedicated resources - CPU, RAM, and storage allocated to your VPS are reserved exclusively for your use.
• You have full root access and are responsible for the security and maintenance of your operating system and any software you install.
• We manage the hypervisor and underlying hardware. You manage everything inside your VPS.
• OS reinstallation is available through your service's control panel. This will erase all data on the VPS.

10. Escalation Process

If you are dissatisfied with the support you have received, you may escalate your issue through the following process:

1. Reply to your existing ticket requesting escalation to a senior team member.
2. If the issue remains unresolved, reply to the ticket again with "Escalation" and your ticket reference number.
3. If you remain unsatisfied, you may contact the company directors via the registered company address.

11. SLA Modifications

We may update this SLA from time to time. Changes will be communicated via email and/or our website at least 14 days before they take effect. Your continued use of the services after the effective date constitutes acceptance of the updated SLA.

12. Contact

For SLA-related queries, service credit claims, or to report an outage:

• Support ticket: Open a ticket in your billing account

Falcon Hosting Ltd
Company No. 15676555
Registered in England and Wales
Registered office: Anglo Dal House, 5 Spring Villa Park, Spring Villa Road, Edgware, Middlesex, HA8 7EB, United Kingdom