1. Definitions
Uptime: The percentage of time in a calendar month that your hosted service is accessible and functional, measured at the network edge of our data center.
Downtime: Any period during which your service is completely inaccessible due to an issue within our infrastructure (not caused by your actions, third-party services, or force majeure events).
Scheduled Maintenance: Planned maintenance windows announced at least 24 hours in advance via email or our status page. These periods are excluded from downtime calculations.
Monthly Uptime Percentage: Calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100.
2. Uptime Commitment
Crafters Apex guarantees a Monthly Uptime Percentage of at least 99.9% for all active paid subscriptions. This guarantee is backed by:
- Redundant physical server nodes hosted on high-reliability infrastructure.
- Always-on DDoS mitigation at the network perimeter.
- 24/7 infrastructure monitoring with automated alerting.
- On-call engineering staff for critical incident response.
3. SLA Credits
If we fail to meet the 99.9% uptime target in a given calendar month, you are eligible for service credits according to the following schedule:
| Monthly Uptime Achieved | Credit Issued |
|---|---|
| 99.0% – 99.89% | 5% of monthly invoice |
| 95.0% – 98.99% | 10% of monthly invoice |
| 90.0% – 94.99% | 25% of monthly invoice |
| Below 90.0% | 50% of monthly invoice |
Credits are applied to your next invoice and are non-transferable. Credits do not constitute a cash refund.
4. Exclusions
The SLA and uptime guarantees do not apply to downtime caused by:
- Actions or inactions by the customer (e.g., misconfigured software, resource exhaustion caused by the customer's own code).
- Scheduled maintenance windows with advance notice.
- Massive DDoS attacks that exceed our data center's mitigation capacity. Our infrastructure is protected by upstream DDoS mitigation, but no mitigation system can guarantee absolute protection against every possible attack volume. We are not liable for downtime, data loss, or financial loss resulting from an attack that overwhelms our upstream network provider's mitigation thresholds.
- Force majeure events (natural disasters, widespread internet outages, war, government action).
- Third-party services not under our direct control, including Azure, Cloudflare, Supabase, Whop, Pterodactyl/Wings, Discord and external platforms your bot connects to. We will still investigate our own integration and explain what is known about an incident.
- Free-tier or trial accounts, which carry no uptime guarantees.
- Account suspension due to Terms of Service violations.
5. How to Claim a Credit
To request an SLA credit, open a private ticket in our official Discord server within 14 days of the end of the affected calendar month where reasonably possible. Include your account email, affected server, time period and a short description. We aim to review the claim and respond within 7 business days. This request window does not remove rights that cannot be limited by applicable law.
6. Sole Remedy & Limits
To the maximum extent permitted by applicable law, service credits are the remedy under this SLA for covered downtime and cannot exceed the amount paid for the affected billing period. They are subject to Section 4 and our Terms of Service. Nothing in this SLA limits a mandatory remedy or right that cannot lawfully be waived.
7. Features Not Covered
This SLA applies to active, paid hosting subscriptions and the infrastructure within our control. It does not guarantee availability of features marked “Coming Soon”, beta/preview features, free trials, suspended or expired servers, or independent third-party services such as Discord, Whop, Supabase, Cloudflare or Azure. When an incident appears to involve a provider, we will explain what is known, investigate our own integration and share relevant updates where available; the applicable remedy remains subject to this SLA and mandatory law.