Service Level Agreement
Last updated: April 7, 2026
This Service Level Agreement ("SLA") describes BruceNode's uptime commitment, support response times, and compensation policy. This SLA applies to all paid game server hosting services.
1. Uptime Guarantee
BruceNode guarantees 99.9% monthly uptime for all game server hosting services. Uptime is calculated as:
Uptime % = ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100
What counts as downtime
- Server is unreachable due to infrastructure failure on our end
- Game panel is inaccessible due to our infrastructure
- Network connectivity loss to our datacenter
What does NOT count as downtime
- Scheduled maintenance (announced at least 24 hours in advance)
- DDoS attacks that exceed our protection capacity
- Issues caused by your server configuration, plugins, or mods
- Third-party service outages (Mojang, Steam, Cfx.re, Hytale, etc.)
- Server crashes caused by your game server software
- Suspension due to terms of service violation or non-payment
- Hourly servers paused because the wallet balance has reached zero
- Servers in the 15-day grace window after cancellation or failed payment
- Force majeure events (natural disasters, war, large-scale internet outages, etc.)
2. Uptime Compensation
If we fail to meet our 99.9% uptime guarantee, you are eligible for account credit:
| Monthly Uptime | Credit |
|---|---|
| 99.0% - 99.9% | 5% of monthly fee |
| 95.0% - 99.0% | 15% of monthly fee |
| 90.0% - 95.0% | 30% of monthly fee |
| Below 90.0% | 50% of monthly fee |
Credits are applied to your account balance and can be used toward future invoices. Credits do not exceed 50% of your monthly service fee. To claim a credit, submit a support ticket within 7 days of the incident.
3. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Server completely down, data loss risk | Under 1 hour |
| High | Server degraded, major functionality impacted | Under 4 hours |
| Normal | General issues, configuration help | Under 12 hours |
| Low | Questions, feature requests, billing | Under 24 hours |
Response times refer to the first meaningful response from our team, not automated acknowledgements. Priority support customers receive faster response times as outlined in their plan.
4. Maintenance Windows
- Scheduled maintenance is announced at least 24 hours in advance via email and our Discord server.
- Maintenance is typically performed during low-traffic hours (2:00 AM - 6:00 AM EST).
- Emergency maintenance may be performed without advance notice if required to prevent data loss or security breaches.
- We aim to keep scheduled maintenance under 30 minutes per occurrence.
5. DDoS Protection
All servers include enterprise-grade DDoS protection. Our mitigation infrastructure filters malicious traffic automatically without impacting legitimate gameplay. In the event of an attack that exceeds our protection capacity, we will work to restore service as quickly as possible, but this is not covered under our uptime guarantee.
6. Data Protection
- All servers run on NVMe SSDs with RAID for data redundancy.
- Automated daily backups are included with all plans.
- Backup retention varies by plan. You are responsible for maintaining your own offsite backups for critical data.
- In the event of hardware failure, we will restore your server from the most recent backup.
7. Exclusions
This SLA does not apply to:
- Free or trial services
- Services suspended for non-payment or terms violation
- Beta or early access features
- Issues caused by customer actions or third-party software
8. Changes to This SLA
We may update this SLA from time to time. Changes will be communicated via email at least 30 days before they take effect. The most current version is always available on this page.
9. Contact
For SLA-related inquiries or to submit a credit claim, contact us at hi@brucenode.com or through our support portal.
BruceNode is a brand operated by The Global Paradise LLC, based in Eagle, Idaho, USA.
For legal notices and formal correspondence, contact support@theglobalparadise.com. For all customer service, billing, and data requests, contact hi@brucenode.com.
