1. Introduction

Zentyx (trading as Zentyx Limited) takes pride in the reliability and performance of services provided through our hosting platforms and subsidiary brands, including EclipseNode and EcoVM. This SLA ensures clients receive appropriate compensation in the event of service disruptions.

2. Services Covered

• Game Server Hosting
• Discord Bot Hosting
• Web Hosting Services
• Virtual Private Servers (VPS)
• Dedicated Server Solutions
• Cloud Hosting Services

3. SLA Coverage

3.1. Network Availability

• Guaranteed 99.9% network uptime per month
• Service eligible for SLA compensation if downtime ≥ 10 minutes
• Downtime is measured solely by Zentyx Limited’s internal monitoring systems. External or third-party monitoring will not be considered authoritative.

3.2. Hardware Availability

• Guaranteed 99.9% availability of physical infrastructure
• Downtime ≥ 10 minutes is covered under SLA
• Includes server hardware, storage systems, and essential infrastructure

3.3. Response Time Guarantees

• Support Hours: 9 AM – 10 PM UK time, 7 days a week
• Critical tickets: initial response within 1 hour during support hours
• Emergency service restoration: within 1 hour of confirmed outage, during support hours
• General inquiries: initial response within 24 hours
• Tickets submitted outside support hours will receive a response as soon as possible once support resumes

4. SLA Exclusions

The SLA does not cover service interruptions caused by the following:

• Planned or emergency maintenance (with ≥ 48-hour notice if planned)
• Client-installed or third-party software issues
• Misconfigurations, malicious software, or exceeding resource limits
• DDoS attacks or security breaches originating from client accounts
• Force majeure events (natural disasters, government actions, power grid failures, etc.)
• Failures of upstream ISPs, DNS providers, or other third-party services

5. Compensation for Non-Compliance

5.1. Compensation Structure

• Service Credit: 5% of monthly service fee per hour of qualifying downtime
• Maximum Credit: 100% of the monthly service fee
• Service credits are applied by default; Zentyx may, at its sole discretion, offer equivalent service extensions instead

5.2. Claim Process

SLA claims must be submitted via the client portal (preferred), by email (support@zentyx.net), or through our Discord support server. Claims must include:

• Date and time of incident
• Duration of disruption
• Services affected
• Any error messages or observed symptoms

5.3. Claim Requirements

• Claims must be submitted within 7 days of outage resolution
• Technical team may request additional information
• Fraudulent or abusive claims will result in denial and may lead to account termination

5.4. Sole Remedy

Service credits (or time extensions at Zentyx’s discretion) represent the sole and exclusive remedy for downtime or service interruptions under this SLA.

6. Monitoring and Measurement

Zentyx Limited operates comprehensive monitoring systems across multiple geographic locations to measure uptime and performance. Only Zentyx’s monitoring data is authoritative. Historical uptime reports are available on our status page.

7. SLA Validity and Scope

• Applies exclusively to direct clients of Zentyx Limited
• Does not cover resellers’ end-users
• Applies only to services explicitly listed in Section 2
• Free trial and promotional accounts may have limited or no coverage

8. Amendments

Zentyx Limited may amend this SLA with at least 15 days’ notice. Notice will be provided via email, website posting, and Discord announcements. Continued use after the effective date constitutes acceptance.

9. Contact Information

Primary Support:
Email: support@zentyx.net
Client Portal: Submit a support ticket
Discord: Join our support server

Business Inquiries:
Email: contact@zentyx.net
Support Ticket System: Use client portal