Service Level Agreement

This Service Level Agreement ("SLA") describes the network uptime guarantee and service compensation available to Latency Host customers on active game server, VPS, and dedicated hosting plans. This SLA is part of, and should be read alongside, our Terms of Service.

We guarantee 99.5% network and power uptime per calendar month for all active hosting services. This covers the availability of our network and power infrastructure — it does not cover hardware failure, or the availability of software, mods, plugins, or configurations running on your server.

We guarantee always-on DDoS protection on every game server, VPS, and dedicated hosting plan. Inbound traffic is filtered through our upstream mitigation at no additional cost, protecting your server from common volumetric, protocol, and application-layer attacks without you needing to configure anything.

This guarantee does not apply to downtime caused by:

• Scheduled maintenance announced at least 24 hours in advance
• Hardware failure, including drive, memory, or component failure on the underlying node
• Actions or misconfiguration by you, including software, mods, or plugins you install
• Suspension or termination due to a violation of our Terms of Service
• Events outside our reasonable control, including outages at upstream providers or force majeure events
• Non-payment or account holds

If we fail to meet the 99.5% uptime guarantee described above, you may be entitled to compensation. For every twelve (12) hours of cumulative, uninterrupted downtime beyond the guarantee in a calendar month, you will receive one (1) additional day of service added to your account free of charge.

To claim compensation, open a support ticket within seven (7) days of the outage with your server ID and the dates/times affected. We will investigate the claim against our internal monitoring records and determine the outcome and any compensation owed at our discretion. Compensation is credited as additional service time, is the sole and exclusive remedy for any failure to meet this SLA, and cannot be redeemed for cash.

Claims are denied for downtime caused by scheduled maintenance or by your own actions, and this compensation policy applies only to direct Latency Host customers — not to resellers, sub-users, or third parties.

We do not guarantee specific response or resolution times for live chat or support tickets. Our team works to respond as quickly as possible on a best-effort basis, and critical network or hardware incidents are prioritized over general inquiries. Response times are not eligible for compensation under this SLA.

Uptime is measured using our internal network monitoring systems. In the event of a discrepancy between your own monitoring and ours, our monitoring records are the basis for determining SLA compliance and any resulting compensation.

Questions about this SLA or a compensation request? Contact us at support@latencyhost.com or visit our contact page.