IcedBite Hosting - Service Level Agreement (SLA)

1. Uptime guarantee

We strive to maintain a 99.8% uptime for our services, ensuring that they are operational 99.8% of the time within any given month

2. Unplanned Downtime

If our services go down without prior warning or planned maintenance
and remain down for more than 5 days, we will cover the entire next month of service for free.
If the downtime is less than 5 days, we will provide credits equivalent to double the amount
of time the service was down. For example, if the service was down for 2 days,
you will receive 4 days worth of credits.

3. Planned Maintenance

During planned maintenance, no reimbursements will be offered unless
the maintenance takes longer than expected. In such cases,
we will provide credits for the additional downtime.

4. Reporting Downtime

To report downtime, please open a technical ticket via our Discord.
Our technical team will promptly investigate and verify the downtime.

5. Exclusions

The following events are excluded from our uptime guarantee:

• Scheduled maintenance windows
• Customer-caused outages or disruptions
• Outages due to third-party services or software
• Force majeure events (e.g., natural disasters, acts of war)

6. Service Credits

Service credits are calculated based on the length of the unplanned downtime and are applied to future invoices.
Service credits are non-refundable and cannot be exchanged for cash.

7. Monitoring and Measurement

We utilize a variety of monitoring tools to track and measure the uptime of our services.
Uptime is calculated based on the total minutes in a calendar month, excluding scheduled maintenance.

8. Limitation of Liability

IceByte Hosting is not liable for any indirect, incidental, or consequential damages
resulting from the use or inability to use our services. Our total liability is limited to
the amount paid by the customer for the affected service during the period of downtime.

9. Amendments

We reserve the right to amend this SLA at any time. Any changes will be communicated
to customers via email or Discord. Continued use of our services after any changes
signifies acceptance of the amended SLA.

10. Contact Information

If you have any questions or concerns regarding our SLA,
please contact our support team via Discord.