Last updated: 1 January 2026
The short version
We target 99.9% network uptime per calendar month, measured per server. If we miss it, you get a service credit. Scheduled maintenance is announced at least 72 hours ahead and does not count against the figure.
1. Uptime commitment
Survival Hosting commits to a 99.9% monthly uptime percentage for network availability to your server instance. That allows for approximately 43 minutes of unplanned downtime per 30-day month.
2. How uptime is measured
Uptime is measured from our monitoring infrastructure as the ability to reach your server's assigned address on its assigned port. The following are excluded:
- Scheduled maintenance announced at least 72 hours in advance
- Emergency maintenance required to address a security vulnerability
- Downtime caused by your own configuration, mods, plugins or scripts
- Downtime caused by the game's own software, updates or licence servers
- Suspension under the Acceptable Use Policy or for non-payment
- Failures of networks outside our control, including your own connection
- Force majeure events
3. Service credits
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of that month's fee |
| 95.0% to below 99.0% | 25% of that month's fee |
| 90.0% to below 95.0% | 50% of that month's fee |
| Below 90.0% | 100% of that month's fee |
Credits are applied to your account against future invoices. They are the sole and exclusive remedy for failure to meet the uptime commitment.
4. Claiming a credit
Where our monitoring records the shortfall we apply the credit automatically within seven days of month end. If you believe a shortfall was missed, open a ticket within 30 days of the end of the affected month with approximate dates and times.
5. Support response targets
These are targets rather than contractual commitments:
- Critical (server down, data loss risk) — first response within 30 minutes
- High (severe degradation) — first response within 2 hours
- Normal (everything else) — first response within 12 hours
Our median first response across all priorities is approximately 8 minutes.