Service Level Agreement (SLA)
Last updated: September 25, 2026
1. Service Commitment
AMC Cloud strives to maintain a 99.9% network and host node uptime guarantee across all active Minecraft server hosting, SA-MP/Open.mp instances, Discord bot hosting, and virtual private servers (VPS).
2. SLA Coverage & Measurements
Uptime is measured on a calendar month basis across network connectivity, physical node power, and hardware virtualization availability. "Downtime" is defined as a total loss of network connectivity or hardware unresponsiveness to your service hosted on AMC Cloud infrastructure.
3. Service Credits
If AMC Cloud fails to satisfy the 99.9% uptime commitment during any given billing cycle, eligible customers may apply for service credits according to the following tier schedule:
| Monthly Network Uptime | Service Credit Percentage |
|---|---|
| 99.0% – 99.89% | 10% of monthly bill |
| 95.0% – 98.99% | 25% of monthly bill |
| Below 95.0% | 50% of monthly bill |
4. SLA Exclusions
The SLA uptime guarantee does not apply to interruptions caused by:
- Scheduled Maintenance: Announced system or network upgrades performed with prior notice via billing portal or Discord announcements.
- User Software Issues: Game server crashes, corrupted Minecraft world files, unoptimized plugins, or misconfigured bot scripts.
- Volumetric DDoS Attacks: Network edge filtration latency during large-scale DDoS attack mitigations exceeding typical platform capacity.
- Account Suspension: Downtime resulting from non-payment, Terms of Service violations, or Acceptable Use Policy suspensions.
5. Claiming Credits
To request a Service Credit, open a billing ticket through the AMC Cloud panel within seven (7) days of the outage incident. Credits will be applied to your account balance toward future billing cycles.