1. Uptime Guarantee
Rivix Servers guarantees 99.9% uptime for all Project Zomboid server hosting services. This translates to a maximum of 43.2 minutes of downtime per month.
99.9% Uptime = 43.2 minutes max downtime/month
2. What's Covered
Our uptime guarantee covers:
- Server hardware availability
- Network connectivity
- Control panel access
- DDoS protection infrastructure
3. What's Not Covered
The following are excluded from our SLA:
- Scheduled maintenance (announced 24 hours in advance)
- Issues caused by your server configuration or mods
- Third-party service failures (e.g., Steam Workshop)
- Force majeure events (natural disasters, acts of war, etc.)
- Customer-initiated actions (restarts, reinstalls)
4. Service Credits
If we fail to meet our 99.9% uptime guarantee, you are eligible for service credits:
99.0% - 99.9% uptime10% credit
95.0% - 98.9% uptime25% credit
Below 95.0% uptime50% credit
5. How to Claim Credits
To claim service credits:
- Open a support ticket within 7 days of the incident
- Provide details of the downtime experienced
- We will verify the downtime using our monitoring systems
- Credits will be applied to your next invoice within 5 business days
6. Support Response Times
We commit to the following support response times:
Critical (server down)30 minutes
High (major issues)2 hours
Normal (general support)24 hours
7. Monitoring & Transparency
We maintain a public status page at status.rivixservers.com where you can view real-time uptime statistics and any ongoing incidents.