Service Level Agreement (SLA)

01Availability target

Astrol Nodes aims for a monthly network availability target of 99.2% for paid services. This is a target measured per calendar month and per affected service, and is subject to the exclusions in section 3.

02How availability is measured

Availability refers to the network reachability of the node on which your service runs, as confirmed by our monitoring systems. "Downtime" is a continuous period during which the node is unreachable due to a cause attributable to us, excluding the events listed below.

It does not include the availability of your own application, game, mods or configuration, which are your responsibility.

03Exclusions

The target and any credits do not apply to downtime caused by:

• Scheduled or emergency maintenance.
• Force majeure (see the Terms and Conditions).
• DDoS attacks or other malicious third-party activity.
• Your own actions, configurations, software, mods or applications.
• Third parties beyond our control (upstream providers, game updates, etc.).
• Suspensions for non-payment or for breach of the Acceptable Use Policy.
• Free, trial, promotional or beta services.

04Service credits

If, in a calendar month, the availability of a paid service falls below the target for reasons attributable to us, you may request a service credit:

Credits are calculated on the monthly fee of the affected service, are capped at 50% of that monthly fee, are issued as account credit (not cash) and constitute your sole and exclusive remedy for any failure to meet the target.

05How to claim

Open a support ticket within 30 days of the incident, stating the affected service and the approximate dates and times of the downtime. We will verify the event against our monitoring and apply any credit due.

06Changes

We may update this SLA with reasonable notice. The version published on this page is the one in force.