Service Level Agreement
Last updated: 2026-11-16
This Service Level Agreement ("SLA") describes the availability that Steadnode, operated by Roundnest Games ("we", "us" or "our"), aims to provide, and the service credits you receive if we fall short. It is part of our Terms of Service (https://steadnode.com/legal/terms).
1. Covered services
This SLA applies to:
- Cloud VPS; and
- game server hosting and Discord bot hosting running on our nodes.
It does not apply to shared web hosting, domain names, business email, SSL certificates, or to free, trial or beta services. We provide these with reasonable care, but without uptime credits.
2. Uptime target
We aim for a Monthly Uptime Percentage of at least 99.9% for each covered service in each calendar month (UTC).
3. Definitions
- Downtime: a period of at least one minute during which a covered service is unavailable because of a failure of the infrastructure operated by us or our suppliers, such as the host server, hypervisor, node, storage or network. For a VPS, this means the VPS is not running or cannot be reached over the network. For game servers and bots, it means the container cannot run or the node cannot be reached over the network. Downtime begins when our monitoring detects the problem or when you report it to us, whichever is earlier, and ends when the service is available again.
- Monthly Uptime Percentage: the total number of minutes in the calendar month, minus the minutes of Downtime, divided by the total number of minutes in the month, multiplied by 100. Only the time during which you had the service in that month is counted.
- Monthly Fee: the amount paid for the affected service for the month concerned. For annual services, it is one twelfth of the annual price.
4. Service credits
If the Monthly Uptime Percentage of a covered service is below 99.9%, you are entitled to the following credit:
- below 99.9% and at least 99.0%: 10% of the Monthly Fee
- below 99.0% and at least 95.0%: 25% of the Monthly Fee
- below 95.0%: 50% of the Monthly Fee
Credits are capped at 50% of the Monthly Fee of the affected service for any calendar month.
5. How to claim a credit
- Open a support ticket in your dashboard within 14 days after the end of the calendar month in which the Downtime occurred.
- Include the affected service, the dates and times of the Downtime (with time zone) and a short description. Logs or monitoring data are helpful but not required.
- We check your claim against our monitoring data and records, and those of our suppliers, and reply to you, normally within 14 days. If we reject the claim, we explain why.
Approved credits are paid as a refund to the original payment method through PayNow, as a partial refund of your payment for the affected service for that month (for an annual service, of the annual payment).
6. What does not count as Downtime
The following are not counted as Downtime:
- Scheduled maintenance that we announce at least 48 hours in advance by email or on our status page (https://steadnode.com/status), up to a total of 4 hours per calendar month for each service. Maintenance beyond 4 hours in a month, and emergency maintenance without such notice, counts as Downtime.
- Your own actions or systems, such as your operating system, software, configuration, firewall rules, reboots, reinstalls, mods or plugins, exceeding the resources of your plan, or actions taken through the control panel or with your login details.
- Suspensions for non-payment, a breach of our Terms of Service or Acceptable Use Policy, a security risk, a chargeback or a legal requirement.
- Attacks on your service, such as a DDoS attack aimed at your service or IP address, including any filtering or null-routing we apply to protect our network and other customers, and attacks of any kind that exceed the mitigation capacity of our suppliers and us.
- Third-party platforms and networks, such as Discord, game publishers' authentication or update services, DNS for domains that we do not manage, your internet provider, or problems on the public internet outside the networks of our suppliers and us.
- Events beyond our reasonable control, as described in our Terms of Service, such as natural disasters, war, government action or large-scale failures of power or internet infrastructure.
- Unavailability of supporting features while the service itself is running, such as the dashboard, control panel, console, API, backups or snapshots.
Outages caused by our infrastructure suppliers are not excluded as such. Unless one of the exclusions above applies, they count as Downtime in the same way as outages of our own systems.
7. Conditions
- Credits are paid only as a refund to the original payment method through PayNow, up to the cap in section 4. They are not given as account balance and cannot be transferred or exchanged.
- Credits are calculated separately for each service. All Downtime of a service in a calendar month is added together, and one credit is given per service per month.
- Credits are available only if your account is in good standing when you claim, meaning that it is not suspended for non-payment, abuse or a chargeback.
8. Relationship to your other rights
Credits under this SLA are our compensation for the unavailability of covered services. This does not limit our liability for intentional misconduct or gross negligence as described in our Terms of Service, or any rights you have as a consumer under mandatory law, such as a right to a price reduction or to terminate the contract if a service is not provided as agreed.
9. Status and notices
Current incidents and scheduled maintenance are published on our status page at https://steadnode.com/status. We may also notify you by email.
10. Changes
We may change this SLA under the rules for changes in our Terms of Service. We will not reduce the uptime target or the credit levels for a billing period that has already started.