Uptime Service Level Agreement

1. Our commitment

PLAYYOURWAYHOSTING (ABN 33 985 231 059), trading as Play Your Way Hosting, targets 99.9% uptime per calendar month for every game server we host. If we miss it for your server, you’re entitled to a service credit under the schedule below.

Uptime is measured continuously from our independent monitoring - the same source the figures on our marketing pages come from, and the same source behind our public status page.

2. What counts as downtime

• Your game server being unreachable due to a fault on our side (hardware, network, or platform).
• Scheduled maintenance announced in advance does not count toward downtime.
• Outages caused by your own configuration, mods/plugins, or third-party services (including game-publisher outages) are excluded.
• Periods where the server is suspended for non-payment or an acceptable-use breach are excluded.
• Force majeure events beyond our reasonable control are excluded.

3. Service credit schedule

Credits are a percentage of the affected server’s monthly fee (for longer billing cycles, the monthly equivalent) for the calendar month in which the target was missed:

Credits are applied to your next invoice for that server (or refunded if the subscription has since been cancelled). A month’s total credit never exceeds 50% of that server’s monthly fee.

4. How to claim

Email support@playyourway.com.au from your account email within 30 days of the end of the affected month, naming the server and the period. We verify against our monitoring and apply the credit - we’ll often have flagged the incident before you do.

5. Your consumer rights

Nothing in this SLA limits your rights under the Australian Consumer Law, or any consumer law of your own country that cannot be excluded. Service credits are in addition to - not instead of - any remedy you’re entitled to for a major failure.