1. Services and commitments
This policy covers all game servers, Discord bots/applications and Node.js/Python/Java/Bun runtimes, VPS/KVM virtual servers, networking, storage, backups/snapshots, add-ons, migrations and support, where offered. We aim for reasonable availability and provide contracted services with reasonable care and skill. We do not promise 100% uptime or a percentage availability figure by default. Nothing in this policy removes non-excludable statutory rights or remedies.
Back to contents ↑2. Product-specific SLA architecture
A formal SLA applies only if expressly identified in the purchased product or separately agreed in writing. It must define the covered service, measurement method, target, exclusions, claim process and any credits/recovery commitments. A general marketing description, Premium Support label or this policy alone does not create a 99.9%/99.99% promise. A product SLA supplements the contract and cannot remove mandatory consumer remedies. Keep the version supplied with your order.
Back to contents ↑3. Maintenance
Scheduled maintenance may include platform, network, virtualisation, security and software updates. Where practical we give advance notice of planned significant disruption through registered email or the Client Area, explaining affected services and anticipated timing. Emergency work may occur without advance notice when needed for security, stability or legal compliance. Estimates may change if the work reveals additional issues; we aim to communicate material changes.
Back to contents ↑4. Outages and upstream incidents
Hardware faults, network failures, power events, upstream/datacentre outages and third-party failures may affect services. We investigate within our responsibility, work with providers and restore service as reasonably possible. We do not guarantee an exact restoration time before the fault is understood. An upstream incident is not a blanket removal of our contractual duties or lawful remedies.
Back to contents ↑5. DDoS and security incidents
GameHut uses upstream and infrastructure-level mitigation where available to reduce malicious traffic. Attack-free operation, complete mitigation and unlimited mitigation capacity are not guaranteed. Filtering, restricted ports, rate limits, temporary network isolation or suspension may be needed to protect infrastructure. We assess the affected service and proportionate steps, and communicate where practical without disclosing sensitive defensive details.
Back to contents ↑6. Customer and third-party software
Customer configuration, custom builds, mods/plugins, scripts, application dependencies, APIs, OS patches and guest firewalls can cause failures. Customers administer these unless a managed service expressly includes that work. Publisher/game, Discord/API, Paymenter/Pterodactyl and OS changes may affect compatibility. Support can help diagnose within scope, but compatibility of every third-party component is not guaranteed. Our own reasonable-care obligations remain.
Back to contents ↑7. Resources and networking
Use the published purchased allocations. Shared virtual CPU is not an exclusive physical core unless advertised. We may address specific workloads materially harming others; fair use does not authorise hidden ordinary caps contradicting the plan. Security/provider requirements may restrict ports/protocols or mail functions. IP allocations may change with notice where practical; geolocation, mail reputation and particular rDNS are not guaranteed unless included.
Back to contents ↑8. Backups and restoration
Infrastructure/disaster-recovery backups are distinct from customer-ordered server backups or VPS snapshots. Only the features, schedules, quotas and retention expressly included in your product apply. They are an additional recovery mechanism; keep independent copies and test important restores. No guaranteed individual recovery, recovery-point objective or recovery-time objective applies without an express commitment. Restoration may depend on intact backup data, compatibility, access and available capacity.
After termination, active service data and customer backups/snapshots may be permanently deleted. Temporary infrastructure copies expire through normal retention and are not active storage or a promised post-termination recovery option. Backups do not excuse any GameHut liability that law preserves.
Back to contents ↑9. Monitoring and incident updates
Operational monitoring may cover platform health, service status, resource metrics and network conditions. It does not mean staff continuously inspect customer files, every player session or guest applications. Report problems through official support with the service, time, symptoms and relevant safe logs. We use registered email, Client Area notices/tickets and any official status channel identified by GameHut for relevant updates. Discord may supplement communication but does not replace verified account/billing support. No public monitoring page or fixed update cadence is promised by this policy.
Back to contents ↑10. Support and migrations
Use Client Area tickets or [email protected]. Discord at https://discord.gg/gamehut is a community/support convenience. Response and resolution depend on severity, available information, purchased scope and provider dependencies. No 24/7 response or fixed time target is promised unless expressly sold. Premium Support carries guaranteed targets only if explicitly defined. Migration work may involve downtime and compatibility checks; provide authorised credentials securely and retain independent copies.
Back to contents ↑11. Billing interruptions and holds
Non-payment normally has a 3-day active grace period, suspension eligibility from day 3, a final warning on day 7 and termination eligibility from day 14; payment failure is not instant deletion. Exceptional fraud, abuse, disputes, security or legal requirements may justify earlier action. Billing administrative holds prevent automatic billing termination while active under the implemented hold system. Reactivation after payment is automatic where technically possible, otherwise reviewed by staff. End-of-paid-period cancellation remains the default. See the Terms and Refund & Cancellation Policy.
Back to contents ↑12. Remedies and changes
Report a failure or ask for a contractual/statutory remedy through official support. A lack of default SLA credits does not remove rights to repeat performance, price reduction, refund or other remedies where applicable. Material service-policy changes follow the Terms’ notice and versioning rules and do not retrospectively remove accrued rights or already-paid commitments.
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