SpiralHostsEffective Date: June 5, 2026 | Provider: Spiral International LLC DBA Spiral Technologies | Contact: sales@spiralhosts.com
This SLA applies only to eligible paid services where the applicable plan expressly includes an uptime commitment. It does not apply to free services, beta services, trial services, unmanaged software issues, customer-caused downtime, abuse-related downtime, maintenance, DDoS attacks, upstream provider actions, law enforcement actions, force majeure events, nonpayment suspension, or policy violations.
1. Uptime Target
Spiral Technologies targets 99.9% monthly network availability for eligible services. This is a target and credit-backed commitment only. It is not a guarantee of application uptime, game query uptime, control panel uptime, third-party service uptime, or software uptime.
2. Measurement
Uptime is measured by Spiral Technologies’ monitoring systems and internal records. Third-party monitoring, customer monitoring, Discord bots, screenshots, or application checks may be reviewed but are not automatically binding.
3. Service Credit Schedule
For eligible outages caused solely by Spiral Technologies-controlled network or infrastructure failure, credits may be issued as follows:
| Monthly Unavailability | Credit |
|---|---|
| Less than 45 minutes | No credit |
| 45 minutes to 4 hours | 5% of affected monthly fee |
| 4 hours to 8 hours | 10% of affected monthly fee |
| 8 hours to 12 hours | 15% of affected monthly fee |
| More than 12 hours | 25% of affected monthly fee |
4. Credit Requirements
- Credits are not automatic — they must be requested by ticket within 7 days of the incident.
- Customer must have opened a support ticket during or promptly after the incident.
- Credits are issued only as account credit and cannot be exchanged for cash.
- Credits cannot exceed 25% of the affected service’s monthly recurring fee.
- Credits apply only to the affected service, not the entire account.
- Credits are void if the account is overdue, suspended, terminated, cancelled, or in violation of policy.
- Credits are Customer’s sole and exclusive remedy for downtime.
5. Exclusions
No SLA credit applies for downtime or degradation caused by:
- Customer software, firewall, DNS, OS, scripts, plugins, mods, panels, or configuration
- Customer abuse or AUP violation
- DDoS attacks, malicious traffic, or attack mitigation
- Scheduled or emergency maintenance
- Hardware failure on unmanaged or non-redundant systems
- Customer-requested work or customer failure to respond to support
- Upstream provider outage or datacenter outage outside Spiral Technologies’ control
- IP blacklisting, suspension, null-routing, or filtering
- Law enforcement, court order, regulatory action, or sanctions issue
- Force majeure events
- Billing suspension, backup restore time, or migration windows
6. DDoS Protection SLA Exclusion
Standard DDoS protection is provided as a best-effort protective service. DDoS-related downtime, packet loss, latency, filtering issues, false positives, routing changes, blocked ports, or upstream mitigation actions are excluded from standard SLA credit eligibility unless a separate written DDoS SLA is purchased. No SLA credit applies for downtime caused by DDoS attacks, malicious traffic, attack mitigation, or attacks caused by Customer activity, communities, or high-risk use.
7. Maintenance
Maintenance may be scheduled or emergency. Emergency maintenance may occur without advance notice where needed to protect security, stability, data integrity, upstream providers, or other customers.
8. Sole Remedy
Service credits are Customer’s sole and exclusive remedy for downtime, performance issues, or service interruptions.
Requesting a Credit
Submit a request within 7 days of the incident: support@spiralhosts.com. Include your account email, affected service, and approximate times of the outage.
This page is provided for general informational purposes and does not constitute legal advice. Questions? Email management@spiralhosts.com.