Service Level Agreement

1) Scope & Applicability

This SLA applies to all active, paid Mamba Host services in good standing (game server hosting, VPS hosting, and associated infrastructure). It does not apply to:

Trial accounts or free-tier services
Services suspended for AUP violations, non-payment, or abuse
Beta/preview features explicitly marked as experimental
Third-party services, plugins, mods, or game publishers' infrastructure

2) Uptime Commitment

We commit to 99.9% monthly uptime for core infrastructure, measured as the percentage of time our control panel, network, and compute resources are operational and accessible during each calendar month.

Uptime Calculation:

Monthly Uptime % = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100

3) Exclusions from Downtime

The following events do not count toward downtime for SLA credit purposes:

Scheduled Maintenance: announced at least 24 hours in advance via email, panel notifications, or status page, limited to 4 hours per month.
Emergency Maintenance: unscheduled but necessary security patches, critical updates, or infrastructure repairs to prevent imminent harm.
Force Majeure: events beyond our reasonable control including natural disasters, power grid failures, upstream carrier outages, DDoS attacks, acts of terrorism, labor disputes, or governmental actions.
Customer-Caused Issues: misconfiguration, software bugs in your applications, resource exhaustion due to your usage patterns, or AUP violations.
Third-Party Dependencies: game publisher servers, DNS providers, payment processors, or other external services outside our direct control.
Attacks Targeting You: DDoS or other attacks specifically targeting your service or content (we will assist with mitigation).

4) Service Availability Targets

Our infrastructure components maintain the following availability standards:

Control Panel (Pterodactyl): 99.9% uptime
Network Connectivity: 99.9% uptime
Compute Resources: 99.9% uptime
Storage Systems: 99.9% uptime with redundancy
DNS Services: 100% target via multi-provider redundancy

5) Performance Standards

While not guaranteed, we target the following performance benchmarks:

Network Latency: <50ms within region, <150ms cross-region (US)
Disk I/O: NVMe storage with sustained throughput appropriate to plan tier
CPU Performance: modern server-grade processors with fair scheduling
Panel Response Time: <2 seconds for standard operations

6) Monitoring & Incident Detection

We employ comprehensive monitoring across all infrastructure layers:

Automated Health Checks: services monitored every 60 seconds
Resource Monitoring: CPU, RAM, disk, network tracked continuously
Alert Systems: multi-tier escalation to on-call engineers
Status Page: real-time status and incident history at status.mambahost.com

7) Incident Response

When incidents occur, we follow structured response procedures:

Detection: automated alerts or customer reports trigger investigation within 15 minutes
Acknowledgment: incident posted to status page within 30 minutes of confirmation
Mitigation: immediate action to restore service or implement workarounds
Resolution: root cause identified and permanent fix applied
Post-Mortem: incident reports provided for major outages affecting multiple customers

8) Service Credits

If monthly uptime falls below 99.9% (after exclusions), you may request service credits according to the following schedule:

Monthly Uptime	Service Credit
99.0% – 99.9%	5% of monthly fee
95.0% – 99.0%	10% of monthly fee
Below 95.0%	25% of monthly fee

9) Credit Request Process

To request service credits:

Submit a ticket via the control panel within 15 days after the end of the affected month
Include your service ID, affected dates/times, and description of the impact
We will verify downtime against our monitoring data
Approved credits are applied as account balance within 10 business days

10) Credit Limitations

Credits cannot exceed the monthly fee for the affected service
Credits are issued as account balance only, not cash refunds
Credits expire if account is terminated
Credits are your sole and exclusive remedy for service unavailability
Credits do not apply to one-time setup fees, domain registrations, or third-party add-ons

11) Scheduled Maintenance Windows

Planned maintenance is scheduled during low-traffic periods when possible:

Preferred Windows: Tuesday–Thursday, 2:00 AM – 6:00 AM Central Time
Advance Notice: minimum 24 hours via email and status page
Monthly Limit: up to 4 hours of scheduled maintenance per month
Emergency Exceptions: critical security patches may require shorter notice

12) Network & Connectivity

Our network infrastructure includes:

Multi-Homed BGP: redundant upstream providers in each datacenter
DDoS Protection: automatic mitigation for volumetric attacks up to plan limits
Premium Bandwidth: tier-1 carrier connections with low latency routing
IPv4 & IPv6: dual-stack support on all services

13) Data Redundancy & Backups

Infrastructure protection measures:

RAID Storage: redundant disk arrays for data protection
Backup Options: automated backup add-ons available for purchase
Snapshot Support: manual snapshots available via control panel
Disaster Recovery: offsite backups of core infrastructure

Important: Unless you purchase a backup add-on, you are responsible for maintaining your own backups. We do not guarantee data retention after service termination.

14) Support Response Times

While not part of uptime SLA, we target the following support response times based on ticket priority:

Critical (service down): 1 hour initial response
High (degraded service): 4 hour initial response
Normal (questions/issues): 24 hour initial response
Low (feature requests): 48 hour initial response

Response times are during business hours (9 AM – 6 PM Central Time, Monday–Friday). Critical issues are monitored 24/7.

15) Status Communications

We maintain transparent incident communications:

Status Page: real-time system status at status.mambahost.com
Email Notifications: opt-in alerts for incidents and maintenance
Panel Notifications: in-app alerts for service-affecting events
Historical Data: 90-day incident and uptime history available

16) Customer Responsibilities

To ensure optimal service availability:

Configure services according to best practices and documentation
Monitor your own application logs and resource usage
Apply game/software updates promptly
Report suspected issues via support tickets with relevant details
Maintain backups of critical data
Comply with the Acceptable Use Policy

17) SLA Review & Updates

We review SLA performance quarterly and may adjust targets, credit schedules, or monitoring procedures. Changes are posted with an updated "Last updated" date and will be announced via email at least 30 days before taking effect.

18) Limitation of Remedies

Service credits under this SLA are your sole and exclusive remedy for service unavailability. All other warranties and remedies are disclaimed to the maximum extent permitted by law. This SLA is subject to the limitations of liability in the Terms of Service.

19) Relationship to Terms of Service

This SLA is incorporated into and governed by the Terms of Service. In case of conflict, the Terms of Service prevail. Defined terms not specified here have the meanings given in the Terms.

Contact

For SLA credit requests or questions: support@mambahost.com

For general inquiries: contact@mambahost.com