Service Commitment
Service Level Agreement (SLA)
Last updated: November 2025
This SLA describes the availability targets and support response timelines for VaultScope managed services, including the free tier, paid Minecraft servers, and bespoke infrastructure. It supplements our Terms of Service and Acceptable Use Policy.
“Monthly uptime percentage” is calculated per calendar month using the formula: (Total minutes - Downtime) / Total minutes. Downtime is any full minute when customer workloads are unavailable due to VaultScope-controlled infrastructure issues.
Availability targets
- Control panel and API: 99.9% monthly uptime.
- Free tier workloads: best-effort availability with 99.5% internal target.
- Paid Minecraft servers and bespoke environments: 99.9% monthly uptime.
- Scheduled maintenance up to 4 hours per month is excluded when announced at least 48 hours in advance.
Incident response commitments
Submit incidents through the panel, status page, or Discord. Priority is determined jointly with the customer.
P1 — Critical outage
15 minutes acknowledgement · constant effort until resolution
- Complete control panel outage
- Global loss of connectivity
- Security event impacting multiple tenants
P2 — Major degradation
1 hour acknowledgement · workaround or fix within 4 hours
- Single region downtime
- Severe packet loss
- Minecraft tier unavailable
P3 — Standard incident
4 hour acknowledgement · resolution target 1 business day
- Isolated container failure
- Backup job delay
- Intermittent API errors
P4 — Service request
1 business day acknowledgement · delivery scheduled with customer
- Quota increase request
- DNS / reverse proxy change
- Guidance on best practices
Service credits
Customers on paid plans may request credits when monthly uptime falls below the contractual target.
| Monthly uptime | Credit level |
|---|---|
| ≥ 99.9% | No credit (target met) |
| 99.0% – 99.89% | 10% of monthly fee for affected service |
| 95.0% – 98.99% | 25% of monthly fee for affected service |
| < 95.0% | 50% of monthly fee for affected service |
- Requests must be submitted to support@vaultscope.dev within 30 days of the incident.
- Credits apply to future invoices and cannot exceed the monthly fee for the affected service.
- Credits are unavailable if fees are overdue or if the incident was caused by customer-side configuration.
Exclusions
- Force majeure events (natural disasters, large-scale internet outages).
- Issues caused by customer software, third-party plugins, or denial-of-service attacks beyond Cloudflare coverage.
- Maintenance requested by the customer or performed to address Acceptable Use violations.
Questions & escalation
Open a ticket in the panel, reach out via Discord, or email support@vaultscope.dev for clarification. Formal escalation requests can be sent to legal@vaultscope.dev.