Our uptime and support commitments, and what happens if we miss them.
Last updated: August 4, 2026
Company: Zealous Host, LLC ("Company," "we," "us," or "our")
This Service Level Agreement ("SLA") describes the uptime commitment, service credits, and support response targets Zealous Host, LLC provides for game server hosting purchased through https://zealous.host (the "Service"). This SLA supplements, and is subject to, our Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service control except with respect to the specific uptime commitment and service credits described below.
This SLA applies only to game Servers purchased through https://zealous.host. It does not apply to our website, control panel, client area, or any other web-based properties, including without limitation https://zealous.host, control.zealous.host, client.zealous.host, and paste.zealous.host (collectively, our "Web Properties"). Downtime or unavailability of our Web Properties does not count toward the Uptime Commitment and is not eligible for a service credit under this SLA, even if it affects your ability to manage or access your Server through the control panel.
We commit to 99.99% monthly uptime for each Server (the "Uptime Commitment"). "Uptime" means the percentage of total minutes in a calendar month during which your Server is powered on, reachable on the network, and able to run the game server software you have installed on it. "Downtime" means any period outside of the exclusions listed in Section 3 during which your Server does not meet this standard.
Monthly uptime percentage is calculated as: ((total minutes in the month − minutes of Downtime) ÷ total minutes in the month) × 100, based on our internal monitoring systems and network logs.
The following are excluded from the Uptime Commitment and do not count as Downtime:
• Scheduled maintenance performed with advance notice, as described in our Terms of Service;
• Emergency maintenance performed without notice where necessary to address a security threat, network issue, or other condition affecting the stability or security of the Service, as described in our Terms of Service;
• Force majeure events, including natural disasters, acts of government, labor disputes, or other events beyond our reasonable control;
• Denial-of-service attacks, network attacks, or other malicious activity directed at your Server or our infrastructure;
• Outages caused by third-party networks, upstream providers, or internet backbone issues outside our direct control;
• Downtime caused by your own actions, including misconfiguration, installation of incompatible or malicious software, exceeding resource limits, or violations of our Acceptable Use Policy;
• Suspension or termination of your Server for non-payment or a Terms of Service violation, as described in our Terms of Service;
• Any period during a free trial, beta, or promotional service not billed at standard rates.
If we fail to meet the 99.99% Uptime Commitment in a given calendar month for a specific Server, you may be eligible for a service credit toward that Server's subscription, calculated as follows:
| Monthly uptime | Approx. monthly downtime | Service credit |
|---|---|---|
| 99.99% – 100% (target met) | ~4.3 minutes or less | No credit |
| 99.9% – 99.98% | ~4.3 – 43 minutes | 10% of monthly fee |
| 99.0% – 99.89% | ~43 minutes – 7.3 hours | 25% of monthly fee |
| Below 99.0% | More than 7.3 hours | 50% of monthly fee |
Service credits are calculated as a percentage of the monthly subscription fee for the affected Server only (not your entire account, if you have multiple Servers), and apply only to standard recurring subscription fees, not one-time setup fees or add-ons. Total service credits issued for any single Server in a calendar month will not exceed 50% of that Server's monthly subscription fee. Service credits are applied as account credit toward future invoices and are not issued as cash refunds.
Service credits are not applied automatically. To request a service credit, submit a request through the billing panel in your account dashboard within seven (7) days of the Downtime occurring, including the affected Server, the approximate dates and times of Downtime, and any supporting details. We will review your request against our monitoring data and notify you of the outcome. Requests submitted after the 7-day window, or through channels other than the billing panel, will not be honored.
We aim to respond to support requests submitted through the billing panel or live chat within the following targets, based on priority level. These are response time targets, not resolution time guarantees, and do not carry an associated service credit.
| Priority Leval | Examples | Target first response |
|---|---|---|
| High | Server completely down or unreachable; major functionality impaired | 2 hours |
| Medium | Partial or intermittent issues; non-urgent technical problems | 12 hours |
| Low | Feature requests; billing questions unrelated to service impact | 24 business hours |
Business hours are determined by our support team's standard operating schedule as published on our website. Response times may vary during periods of unusually high support volume or major incidents affecting multiple customers.
The service credits described in this SLA are your sole and exclusive remedy for any failure to meet the Uptime Commitment or support response targets described in this document. This SLA does not modify the disclaimers, limitations of liability, or indemnification provisions of our Terms of Service, which continue to apply in full.
We may update this SLA from time to time. Except for non-material changes, we will provide at least seven (7) days' advance notice of any material change by posting the updated SLA on our website and/or notifying you through the billing panel or by email prior to the change taking effect. Continued use of the Service after a change takes effect constitutes your acceptance of the revised SLA.
If you have questions about this SLA or need to submit a claim outside the billing panel due to a technical issue, please contact us at:
Zealous Host, LLC
General support and privacy inquiries: support@zealous.host
Abuse Reports: abuse@zealous.host
Website: https://zealous.host