Service Commitment
Our commitment is to keep your hosting and game server services available at least 99.9% of the time during each calendar month, excluding scheduled maintenance windows and circumstances beyond our reasonable control.
If we fall short of this commitment, we will make it right through automated or requested billing service credits. Furthermore, we recognize that real-world problems do not always fit neatly into rigid legal boxes: we listen to context and aim for outcomes that are fair, often erring on the customer’s side, and we may go beyond what this SLA strictly requires when it is the fair thing to do.
Uptime Calculation Formula
Monthly Uptime Percentage is mathematically calculated across each full calendar month using the following standard industry formula:
Interpretation of Terms:
- Downtime: Means any continuous period during which your game server instance is completely unavailable or unreachable from the public internet due directly to failures in Scooperdive’s physical host hardware, network switches, or hypervisor daemons.
- Partial Outages & Degraded Performance: Partial connectivity drops, transient packet jitter, or downtime caused by your own configuration errors, third-party mod bugs, or upstream tier-1 transit carrier outages are not classified as downtime for formal SLA calculation purposes. However, our engineering team will still work tirelessly to assist and resolve issues in good faith.
Scheduled & Emergency Maintenance
We perform regular maintenance and kernel updates on our AMD EPYC systems and storage arrays to ensure optimal performance, hardware longevity, and enterprise cybersecurity:
- Notice Period: We aim to provide at least twenty-four (24) hours’ advance notice via our official status page (
status.scooperdive.com) or our verified Discord announcements channel whenever planned maintenance is required. - Off-Peak Scheduling: Routine node maintenance is preferentially scheduled during off-peak regional hours (typically between 02:00 and 06:00 local datacenter time) to minimize disruption to active player bases.
- Exclusion from Downtime: Duly announced scheduled maintenance windows do not count toward cumulative downtime under this SLA.
- Emergency Interventions: In the rare event of critical zero-day vulnerability patching or imminent physical hardware degradation, emergency maintenance may be executed with the maximum feasible notice.
SLA Credit Schedule
If the verified Monthly Uptime Percentage for your active service dips below 99.9% during any calendar month, you are eligible to receive a Service Credit according to the following schedule:
| Monthly Availability | Service Credit Awarded | Application |
|---|---|---|
| 99.0% – 99.89% Uptime | 10% of the monthly service fee | Credit applied to next renewal invoice |
| 95.0% – 98.99% Uptime | 25% of the monthly service fee | Credit applied to next renewal invoice |
| Below 95.0% Uptime | 50% of the monthly service fee | Credit applied to next renewal invoice |
Credit Terms & Conditions
All service credits issued pursuant to this SLA are subject to the following rules:
- Invoice Application: Credits are applied as an account balance toward your next regular monthly hosting invoice and are strictly non-refundable and non-convertible to cash.
- Monthly Fee Cap: Service credits generally cannot exceed 100% of the recurring fee actually paid for the affected service during the month in question — unless we expressly choose to make an exception.
- Ten (10) Day Claim Window: Please submit your credit claim within ten (10) calendar days after the affected month ends. If an emergency or special circumstance prevented you from submitting on time, tell us — we will listen.
SLA Exclusions
This SLA and its associated credits do not apply to downtime or performance degradation arising from:
- Planned Maintenance: Announced scheduled maintenance windows or emergency security patches.
- Customer Configuration & Mods: Corrupt game world files, buggy community plugins, broken modpacks, Java Out-of-Memory (OOM) crashes, improper command arguments, or runaway script loops configured by the customer.
- Resource Exhaustion: Situations where your server exhausts its contracted RAM or storage allocation due to natural player growth or unoptimized plugins.
- Targeted DDoS Attacks: Volumetric Distributed Denial of Service (DDoS) attacks or malicious floods directed specifically at your server instance. While our enterprise edge mitigation scrubs the vast majority of attacks silently, temporary route shielding during extraordinary volumetric floods does not count as host downtime.
- Third-Party Outages: Failures in external third-party software, SteamCMD authentication servers, Mojang session servers, Cfx.re master lists, or upstream internet transit providers outside Scooperdive's direct boundary.
- Force Majeure Events: Natural disasters, regional power grid failures, armed conflicts, or large-scale trans-continental fiber cuts.
Claim Process & Review
To submit a claim under this SLA, please open a ticket in our Support Center at store.scooperdive.com with:
- Your account email and affected Service ID / Server Name;
- Specific dates, approximate start/end times (with timezone or UTC), and duration of the downtime incident;
- Any server console logs, monitoring alerts, or screenshots that help us confirm the issue.
We aim to review and respond to all SLA inquiries within ten (10) business days (and often significantly faster). Even if an event falls technically outside the strict terms above, we may still offer goodwill compensation where appropriate.
Policy Grandfathering & Updates
We may update this SLA over time as we add new datacenter facilities and enhance network capabilities. Any changes to this SLA apply strictly to services ordered after the date of publication, unless we explicitly agree otherwise for existing active services.
Live Telemetry & Status Monitoring
We believe in total operational transparency. Real-time compute node health, upstream transit availability, control panel status, and historical incident post-mortems are accessible 24/7 at:
Uptime metrics, scheduled maintenance calendars, and latency reports.