Service Level Agreement

99.9%

Monthly uptime target

44 min

Max allowed downtime / month

7 days

Claim window after incident

1. Scope

This SLA applies to paid plans (Basic, Pro, Mini Game/Bot) and covers the availability of your hosted service as measured from external monitoring probes. Free tier services are not covered by this SLA but we aim to provide the same infrastructure reliability for all customers.

This SLA is incorporated into the Terms of Service.

2. Uptime commitment

Nemea commits to maintaining at least 99.9% monthly uptime for all covered services. This equates to no more than approximately 44 minutes of unplanned downtime per calendar month.

3. Measurement methodology

Uptime is measured as the percentage of minutes in a calendar month during which your service successfully responds to an external health check within 10 seconds. We use multiple probe locations to avoid false positives from single-node network issues.

A minute is counted as "down" when the majority of probes report failure. Single probe failures are not counted as downtime.

Scheduled maintenance windows, announced at least 48 hours in advance via the status page and email, are excluded from uptime calculations.

Monthly uptime = (total minutes − downtime minutes) / total minutes × 100

4. Credit schedule

Monthly uptime	Credit (% of monthly fee)
99.0% – 99.9%	10%
95.0% – 98.9%	25%
90.0% – 94.9%	50%
Below 90.0%	100%

Credits are applied to your next invoice and do not expire. Credits may not be exchanged for cash except where required by applicable law.

5. How to claim a credit

Submit a credit request within 14 days of the end of the affected calendar month.
Include your account email, the dates and times of the downtime, and a brief description.
Contact us via nemea.uk/contact (select "Billing question") or Discord.
We will verify the claim against our monitoring records and respond within 5 business days.
If approved, the credit is applied to your next billing cycle.

6. Exclusions

The following are excluded from uptime calculations and do not qualify for credit:

Downtime caused by your own code, configuration, or deliberate actions.
Downtime caused by actions of your users or third parties outside Nemea's control.
Scheduled maintenance announced at least 48 hours in advance.
Downtime caused by force majeure events (natural disasters, widespread internet outages, government actions).
Voluntary service suspension for non-payment or AUP violations.
Free tier services.

7. Support response targets

Severity	Description	Target response
P1 — Critical	Service completely unreachable	30 minutes
P2 — High	Significant degradation affecting production	2 hours
P3 — Medium	Partial degradation or billing issue	4 hours
P4 — Low	General questions, feature requests	24 hours

Response targets apply during our normal operating hours via Discord. Email responses may take longer. P1 incidents are escalated automatically and may result in out-of-hours response.

8. Contact

SLA claims and billing questions: nemea.uk/contact

Real-time status: nemea.uk/status

Discord for urgent support: discord.gg/2GY9VKZcVW

Service Level Agreement.