Service Level Agreement

This Service Level Agreement (SLA) outlines our commitments to you as a purehosted customer. It details our uptime targets, response times, maintenance notifications, performance transparency, remedies for unexpected disruptions, and our support channels. While we strive to meet these benchmarks, please understand that certain factors may be beyond our control.

1. Uptime Commitment

Definition: Uptime is measured via a third-party uptime tracker that pings our servers every minute. If a node is down for 5 minutes, the system will miss five check-in events, and uptime will be calculated accordingly.

Events Within Our Control: For events such as routine maintenance, hardware upgrades/replacements, and other actions we directly manage, we commit to a 99.9% uptime over any continuous 90-day period.

Events Beyond Our Control: For issues like ISP/WAN problems, power outages, or unpredictable hardware failures, we aim to exceed 99.5% uptime over 90 days. However, we make no guarantee for service uptime during these uncontrollable events.

2. Response Times

Email Support: We aim to respond to emails within the same day.

Web Form / Chat: Requests submitted via our web form on shop.purehosted.net are targeted for a same-day response.

Discord Support: For requests on our Discord server, we target an average reply time of within 4 hours.

These response times are intended as internal goals and are not legally binding guarantees. We strive to be as great a provider as possible. Note that while we review and respond to requests every day – including weekends – our responses are naturally highest during our active daylight hours here at our Utah headquarters (Mountain Time). In cases of emergencies on our end (environmental, personal, etc.), we cannot guarantee any specific response time.

3. Scheduled Maintenance

For emergency maintenance, we will provide at least 24 hours’ notice, and for non-critical maintenance, we target a minimum of 3 days’ advance notification.

If scheduled maintenance is expected to fall during an inconvenient timeframe for you, you have the option to request a node relocation. Please note that node relocation requires shutting down your server temporarily. The potential downtime involved in transferring your server depends on the size of your server (i.e., the data contained in the server files) and the physical distance between the source and target nodes. Due to this variability, we cannot make any guarantees about the downtime during a transfer, and note that your IP address or port number may change.

We aim to maintain as high an uptime standard as possible even during maintenance windows.

4. Performance Metrics

We are committed to transparency regarding the performance of your assigned node. While automated performance metrics are a work in progress and we currently have no ETA for their availability, we do offer one-time, manually generated performance reports upon request. Please open a support ticket for your performance report.

5. Remedies and Service Credits

For any unexpected and unforeseen service disruptions that are outside your control—even for events we can’t directly influence—we guarantee a minimum service extension of one day. For example, if you paid for 30 days of service and only received 28 days due to interruptions, we will extend your service to make up the difference. Our goal is to ensure you receive the service you paid for.

6. Exclusions and Limitations

This SLA does not apply to:

• Issues caused by customer actions or by players on your server.
• Events such as natural disasters or acts of God that are outside our control.

7. Support Channels

We offer three main ways to contact us, listed here in order of increasing responsiveness:

1. Email: Reach us at support@purehosted.net.
2. Web Form / Chat: Submit your support requests via shop.purehosted.net.
3. Discord: For the fastest support responses (target reply within 4 hours), join our Discord server. For calls, screenshares, or group meetings, please schedule with ample notice. Note that we operate 7 days a week from our headquarters in Utah (Mountain Time), so our responsiveness may be highest during daylight hours.

8. Final Note

We strive to meet these commitments to the best of our ability and appreciate your understanding that unforeseen events might sometimes impact our performance. This SLA is intended to promote transparency and build trust with our customers, and we welcome any feedback you may have.

Revision 1.0 - 06/06/25