Service Level Agreement

This SLA sets out the availability we commit to for NeoHost game hosting, web hosting, VPS and dedicated server services, and what you can claim if we do not meet it. Availability and credits are assessed separately for each service on your account.

"Availability" is the percentage of minutes in a calendar month during which the service is reachable. "Downtime" is any full minute the service is unreachable for reasons within our control. "Monthly fee" is the recurring charge for the affected service.

We commit to 99.9% monthly network availability on every plan. Real-time status is published at status.neohost.ro.

We measure availability at our network edge. The following do not count as downtime: announced maintenance, problems caused by you or your software, and events outside our reasonable control (force majeure, upstream or third-party failures).

If monthly availability falls below the commitment, you can ask for a credit against your next invoice: 10% of the monthly fee from 99.0% to below 99.9% availability, 25% from 95.0% to below 99.0%, and 50% below 95.0%.

Open a ticket within 30 days of the end of the affected month and give us the dates and times of the outage. Approved credits go onto a future invoice and are the only remedy under this SLA.

All services run through our filtering layer, with up to 8 Tbps of mitigation capacity in Frankfurt and up to 1 Tbps in Bucharest, included at no extra cost. Mitigation is best effort: very large or unusual attacks can briefly affect availability, and in those cases they may count as excluded events.

We aim to answer within minutes on Discord and within a few hours on tickets, 24/7. Those are targets for a first reply, not guaranteed resolution times.

Credits in any month are capped at 50% of the monthly fee for the affected service in that month. This SLA applies while your account is in good standing, and not during unpaid or suspended periods.