GR Host LLC shall use all reasonable commercial efforts, being no less than accepted industrial standards in this regard to ensure that your GR Host service is available to you (the Client) 99.99% of the time in any given calendar month.

If not, you may be eligible for Client Service Credits described below.

Definitions: The following definitions shall apply to the GR Host SLA.

Client shall be defined as an GR Host customer.

Client Service shall be defined as an individual hosting product purchased by a GR Host client.

Host Server shall be defined as a computer system on which a Client Service resides.

Monthly Uptime Percentage means the total number of minutes in the calendar month (40,320) minus the number of minutes of Downtime suffered from all Downtime Periods in the calendar month, divided by the total number of minutes in the calendar month.

28 Days = 40,320 Minutes
40320 (minus) Downtime-Minutes (divided by) 40320 = Uptime Percentage

Downtime means, for a Host Server, that the TCP Port the Client Service is attached to does not respond to TCP port tests from other UptimeDawg Monitoring Platform in the GR Host network. This indicates the Client Service is unreachable.

Emergency Downtime includes Incidents where GR Host must temporarily induce downtime on a Host Server for events such as hardware failure, vulnerability repairs, and other such situations requiring the immediate shutdown of the system. Emergency Downtime is not considered Downtime for purposes relating to the GR Host SLA.

Scheduled Downtime refers to instances where GR Host will inform you of downtime prior to the start of the Scheduled Downtime window. Scheduled Downtime for purposes relating to the GR Host SLA, does not impact Monthly Uptime Percentage. You will be informed via Email, Discord username (if linked), and via the Customer Care Portal.

Service Credits will be provided according to the following schedule:

Client Service Credit. Includes one month of service credit added to the account credit balance, if your Monthly Uptime Percentage for any given calendar month is below 99.99%.

Customer Must Request Credit. In order to receive any Client Service Credits described above, you must notify GR Host by email or otherwise in writing within fourteen (14) days from the time you become eligible to receive a Client Service Credit.

Maximum Client Service Credit. The aggregated maximum number of Client Service Credits you can claim for any Downtime periods that occur in a single calendar month shall not exceed 1 month of service credit added to your credit balance.

Uptime SLA Exclusions: This Uptime SLA does not apply to any performance issues caused by:

  • Factors outside of GR Host’s reasonable control.
  • Factors that result from actions of your player-base.
    • Redstone Lag Machines