Service Level Agreement

1. Services Covered

This agreement applies to all Thorn Hosting offerings, including:

• Game server hosting
• Virtual Private Servers (VPS)
• Dedicated and virtual dedicated servers
• Support and network management associated with these services

2. Uptime Commitment

Thorn Hosting aims to provide 99.9% monthly service availability.

Scheduled maintenance will be communicated at least 24 hours in advance.

Emergency maintenance may occur to address critical security or technical issues.

3. Defining Service Interruptions

For the purposes of this SLA, a service interruption occurs when a client cannot access services due to Thorn Hosting infrastructure failures.

This does not include:

• Planned maintenance
• Issues caused by client-side configurations
• Third-party service failures
• Events outside our reasonable control

4. Service Credit Policy

If monthly uptime falls below the guaranteed level, clients may receive credits as follows:

• Below 99.8% uptime: 5% of the monthly fee
• Below 99.5% uptime: 10% of the monthly fee
• Below 95.0% uptime: 20% of the monthly fee

Claims must be submitted in writing within seven (7) days of the incident. Credits are the exclusive remedy for service interruptions.

5. Security and DDoS Protection

Thorn Hosting provides protective measures against DDoS attacks and other security threats.

While we strive to maintain uninterrupted service, no system is completely immune.

Thorn Hosting is not responsible for loss or damage caused by attacks or external factors outside our control.

6. Situations Excluded from This SLA

This SLA does not apply to downtime caused by:

• Natural disasters or extreme weather events
• Acts of terrorism, war, or civil unrest
• Client misuse or violation of Terms of Service
• Overuse of resources or prohibited activities
• Issues with hardware or software outside our control
• Fraudulent claims

7. Client Responsibilities and Best Practices

Clients are expected to:

• Follow the Terms of Service
• Protect login credentials and sensitive information
• Notify Thorn Hosting promptly of service issues
• Maintain backups of critical data

8. Liability Limits

Thorn Hosting’s liability is limited to the fees paid for the affected service during the month of the incident.

Indirect, incidental, or consequential damages are excluded.

Neither party is liable for delays or failures caused by events beyond reasonable control (force majeure).

9. SLA Updates

Thorn Hosting may modify this SLA to reflect changes in services or policies.

Material updates will be communicated via email or website announcements.

Continued use of services implies acceptance of the revised SLA.

10. Relationship with Terms of Service

This SLA governs service uptime and credits. All other matters are governed by Thorn Hosting’s Terms of Service.