Service Level Agreement
Our commitment to uptime and reliability.
Last Updated: June 11, 2026
Service Level Agreement Overview
GHOSTLY HOST LLC ('we', 'us', 'our') provides this Service Level Agreement (SLA) to outline our commitments to service availability for Ghostly Host services at ghostly.gg and ghostly.host. This SLA is subject to the terms in our Terms of Service.
Uptime Commitment
We aim to provide 99.9% monthly uptime for network and server availability on covered services (measured internally). This is a target, not a guarantee. Actual performance may vary based on plan, location, and other factors.
Definition of Downtime
Downtime means unplanned, complete unavailability of your server where it cannot be reached via standard ping or game port from our network, lasting more than 30 consecutive minutes, and solely due to issues under our direct control.
Service Credit Policy
Service credits are issued solely at our discretion. Eligible credits are calculated as follows (applied only to the affected service): • 30–60 minutes of qualifying downtime: 5% of monthly fee • Each additional full hour: +5% (up to a maximum of 30% of one month's fee). Further outages for that service in the same month will not be credited. Credits apply only to future invoices, are non-transferable, and cannot be refunded as cash. No credits for free/promotional services.
Promotions and Free Services
Promotions, free servers, trial periods, or credits carry no uptime commitments or service credits. We may modify, suspend, or cancel them at any time without notice or compensation.
Scheduled Maintenance
Scheduled maintenance is excluded from downtime calculations. We will make reasonable efforts to provide at least 24 hours advance notice via email, dashboard, or Discord.
Emergency Maintenance
Emergency maintenance (e.g., critical security issues) may occur with shorter or no notice. These periods are excluded from SLA calculations and typically limited to under 60 minutes.
Limitations and Exclusions
This SLA does not apply to downtime or issues caused by: • Your actions, custom configurations, mods, plugins, or third-party software (including game EULAs violations) • DDoS attacks, hacking attempts, or abusive traffic • Force majeure events (natural disasters, war, government actions, etc.) • Third-party network, power, or data center issues outside our control • Scheduled or emergency maintenance • Your failure to pay or account suspension • Issues with individual game servers within a multi-game environment We provide no SLA for control panel features, backups, or non-core services.
Requesting Service Credits
To request credits, submit a support ticket within 7 days of the end of the affected month with details of the incident. All claims are reviewed and validated by us. We reserve the right to deny any claim at our sole discretion.
Changes to SLA
We may update this SLA at any time. Continued use of our services after changes constitutes acceptance. Material changes will be posted with an updated 'Last Updated' date.
GHOSTLY HOST LLC operates the services at ghostly.gg and ghostly.host. This SLA is governed by our Terms of Service and the laws of the Commonwealth of Kentucky.