> ## Documentation Index
> Fetch the complete documentation index at: https://docs.crazynode.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement

> CrazyNode's uptime commitments and service credit policy.

CrazyNode commits to high availability across our infrastructure. When we miss that commitment, eligible customers receive service credits.

## Uptime commitment

| Service          | Monthly uptime target |
| ---------------- | --------------------- |
| Game Hosting     | 99.9%                 |
| VPS & Cloud      | 99.9%                 |
| Web Hosting      | 99.9%                 |
| Client Area      | 99.9%                 |
| Network (per DC) | 99.99%                |

"Uptime" excludes downtime caused by scheduled maintenance (announced at least 48 hours in advance), force majeure, upstream provider outages, customer misconfiguration, and violations of the [AUP](/legal/aup).

## Service credits

If monthly uptime falls below the target, you're eligible for a credit on the affected service:

| Monthly uptime     | Credit |
| ------------------ | ------ |
| \< 99.9% – ≥ 99.0% | 10%    |
| \< 99.0% – ≥ 95.0% | 25%    |
| \< 95.0%           | 50%    |

Credits are applied to your account balance and used against future invoices.

## Claiming a credit

Credits are usually applied automatically once an incident's post-mortem is complete. If not, request one within **30 days** of the incident via a [billing ticket](/support/tickets), citing:

* The affected service ID
* The incident date(s) and duration
* A link to the status page incident

## Exclusions

SLA credits do not apply to:

* Free or promotional services
* Downtime during scheduled maintenance
* Issues caused by customer actions or third-party software
* Force majeure events

## Measuring uptime

We measure availability through our internal monitoring and external synthetic checks against each service. The status page reflects the same data used for SLA calculations.