PelicanHost Service Level Agreement (SLA)

This SLA (Service Level Agreement) is effective as of 11/28/2024. Additions or removals may be made to this document at any time without prior notice. However, PelicanHost is committed to notifying users of significant changes.

PelicanHost is dedicated to providing its clients (the "Client") with reliable, high-performance servers. We strive to maintain a minimum uptime of 99.9% at all times.

1. Availability

PelicanHost guarantees a minimum of 99.9% uptime for all of its users under normal operating conditions. This guarantee excludes downtime caused by the following:

  • Scheduled Maintenance: Planned updates, upgrades, or routine maintenance, which will be notified to all users
  • Emergency Maintenance: Unforeseen hardware failures, Security Vulnerabilities or other urgent matters, we will notify users about this issues once we find them
  • Force Majeure Events: Circumstances which are out of our control which are included but not limited to: Power outages, or Natural disasters

2. Service Credits

In the event that PelicanHost services experience downtime (when our services are offline and users are unable to connect to our game servers), clients will be eligible for service credits based on the total uptime during the billing cycle. Service credits are calculated as followed:

  • 99.0% - 99.5% uptime: 10% service credit
  • 97.5% - 98.5% uptime: 20% service credit
  • 95.0% And below uptime: 50% service credit

Claiming Service Credits:

  • Service Credits must be requested within 30 days of the downtime occurrence
  • Service Credits are applied to future invoices and cannot be refunded as cash
  • To request service credits, contact us using the information provided below, including the downtime details (e.g., date, time, and duration)

Downtime exclusions include:

  • Scheduled maintenance, or force majeure events

3. Support

PelicanHost provides customer support through (email, or ticketing system). We aim to have support available 24/7, excluding major holidays [in the U.S]. And aim to respond within 1-2 hours and resolve issues within 24-48 hours.

4. Exclusions

This SLA (Server Level Agreement) does not apply to:

  • Third party services or software used in conjunction with PelicanHost server
  • Issues caused by the Client, or failure to comply with PelicanHost guidelines
  • Services provided under free or trial accounts

5. Limitation of Liability

PelicanHost's liability for any downtime, service disruptions, or performance issues, is limited to service credits specified in this SLA. Under no circumstances will PelicanHost be held liable for any direct, indirect, incidental, or consequential damages resulting from the use of our services.

6. Termination of Agreement

This SLA remains effective as long as the Client subscribes to PelicanHost services. PelicanHost reserves the right to terminate this SLA and related services for reasons including, but not limited to:

  • Non-compliance with the terms outlined in this SLA
  • Violation of PelicanHost's Terms of Service

7. Governing Law

This SLA is governed by the laws of the State of California. Any disputes arising from or related to this SLA will be resolved through arbitration or mediation, as determined by Pelicanhost, in California.

8. Amendments

PelicanHost reserves the right to modify this SLA at any time. Continued use of our services following such changes constitutes acceptance of the revised SLA. Notifications of significant changes will be provided via email or on our discord server.

9. Contact

For support or service credit requests, please use the following details: