We target 99.999% network availability. Network, hardware or DDoS disruptions lasting more than 5 consecutive minutes are compensated with an extension of your service term, calculated per minute and rounded up to whole days.
1. Our commitment
We are confident in the reliability of our services, backed by a track record of more than 5 years. We understand how important high availability is for online services, which is why we provide this SLA to protect our clients in the event of a disruption.
This SLA covers all paid ANJAS services: game server hosting (including Minecraft Java & Bedrock, Valheim, Project Zomboid, FiveM, Palworld and other games), website hosting and bot hosting. Free Tier services are not covered.
2. SLA coverage
Our SLA applies to the following types of disruption:
| Disruption type | Guarantee | Covered from |
|---|---|---|
| Network | 99.999% target network availability for all applicable services | Outage of ≥ 5 consecutive minutes |
| Hardware | Our physical machines can run applicable services at all times | Outage of ≥ 5 consecutive minutes |
| DoS/DDoS attacks | Protection against all types of denial-of-service attacks | Attack not mitigated within 5 minutes |
3. SLA limitations
Our SLA does not apply in the following circumstances:
- Planned maintenance: we occasionally need to perform maintenance that may cause temporary downtime. All planned maintenance is announced in advance by email, on our website or on Discord.
- Software errors or failures: the software you run (game servers, mods, plugins, applications, bots) is outside the scope of our service. Errors, crashes or disruption caused by software are not covered.
- Disruption caused by the client, for example by installing third-party files, software or scripts.
- Resource usage beyond the plan's allocation.
- Suspension due to unpaid invoices or violations of the Terms of Service.
- Circumstances beyond our control (force majeure), including natural disasters and third-party infrastructure failures that cannot reasonably be avoided.
4. Compensation
For every minute of downtime covered by this SLA, ANJAS grants an equivalent extension of the affected service's term, rounded up to whole days.
| Total covered downtime in one incident | Service term extension |
|---|---|
| 5 minutes – 24 hours | +1 day |
| > 24 – 48 hours | +2 days |
| > 48 – 72 hours | +3 days |
| Each additional 24 hours | +1 day |
5. How to claim
- SLA claims are submitted through a support ticket from your official client account in the Client Area.
- Claims must be submitted within 7 (seven) days of the disruption. Include the service ID and the approximate start and end time of the disruption.
- Every claim is investigated against our monitoring data. The outcome is decided by ANJAS.
- Claims we consider fraudulent will be rejected.
- We may reject claims where the client deliberately caused the disruption, for example by launching a DDoS attack against their own service.
- This SLA applies only to direct ANJAS clients. ANJAS is not responsible for downtime caused by resellers of its services.
6. Amendments
ANJAS may change the terms of this SLA at any time. Material changes are announced by email or in the Client Area and take effect when published on this page.
If you have any questions about this SLA, please contact us.
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