This Service Level Agreement (“SLA”) outlines ElightNodes' commitment to providing highly available and reliable infrastructure services. It details which services are eligible for SLA coverage, the qualifying events, how credits are calculated, and how they can be used.
By using our services, you agree to the terms stated below.
1. Qualifying Services
The following services are covered by this SLA:
Lineup
Location
SLA Qualification
KVM India-Standard
India
✅ Qualifies
KVM India-Premium
India
✅ Qualifies
KVM Germany-Standard
Germany
✅ Qualifies
Gameservers
Any
✅ Qualifies
Bot Hosting
Any
✅ Qualifies
Dedicated Servers
Any
✅ Qualifies
Website Hosting
Any
✅ Qualifies
🔹 If your service is not listed here, please contact support to confirm SLA eligibility.
2. Qualifying Events
You must open a support ticket within 72 hours of a qualifying event to request SLA credit.
Eligible Events:
- Full network outages
- Power failures at the datacenter level
- Host node hardware failure
- Widespread service downtime impacting multiple users
Non-Eligible Events:
- Network packet loss or minor latency
- Client-side errors or misconfigurations
- Individual VPS or website issues
- Scheduled maintenance or upgrades
- Account suspension or cancellation
- Performance degradation without downtime
We reserve the right to determine SLA eligibility based on system logs and root cause analysis.
3. Uptime Guarantee & Credit Structure
We guarantee 99% uptime per calendar month for all eligible services. When this guarantee is not met due to a qualifying event, clients may request SLA credit.
Downtime-Based Credit Chart:
Downtime (Minutes)
SLA Credit (% of Monthly Fee)
420+ minutes
50% (Maximum)
➡️ Important Notes:
- A minimum of 60 consecutive minutes of downtime is required for any SLA credit.
- SLA credit is only issued upon request via ticket.
- Credits are applied as account balance and cannot be withdrawn or refunded in cash.
4. SLA Claim Conditions
To be eligible for SLA credits, you must meet all the following:
- Submit a ticket within 72 hours of the incident.
- Your account is in good standing (no overdue invoices or chargebacks).
- Your service is active (not suspended, terminated, or canceled).
- You are not in violation of our Terms of Service or Acceptable Use Policy.
- Only one claim per incident is allowed.
🔸 If the same root cause results in multiple downtimes, only one credit will be issued for the combined event.
5. Compensation Limits
- SLA credits have no cash value.
- Credits may only be used to renew existing services.
- Credits cannot be used to purchase new services.
- SLA credits are non-transferable between accounts and non-refundable.
- The maximum SLA credit for any incident is 50% of the monthly service fee for the affected product.
- SLA credits cannot exceed the amount paid in the most recent billing cycle.
6. Changes to This Policy
ElightNodes reserves the right to modify or update this SLA at any time. If major changes are made, we will notify clients via email or a dashboard notice. It is your responsibility to regularly review this document.