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Scorched Host - Service Level Agreement (SLA)

Last updated: January 10, 2026

This SLA is part of the agreement between Rogue Wave Hosting LLC DBA Scorched Host (“Provider”) and the customer (“Customer”). It works together with the Terms of Service and Privacy Policy. Provider may update this SLA; continued use constitutes acceptance.

Covered Services

  • Game Server Hosting

Service Levels

1) Network Availability

  • Target: 99.99% monthly availability.
  • Qualifying event: >10 consecutive minutes of Provider-caused network unreachability to the affected service.

2) Control Panel Availability

  • Target: 99% monthly availability.
  • Qualifying event: >20 consecutive minutes of control panel inaccessibility while the server remains reachable by IP.

3) Hardware Availability

  • Applies to Provider-owned hardware used to deliver the service.
  • Qualifying event: Provider hardware failure causing >5 consecutive minutes of downtime.

4) DDoS Mitigation

  • Target: mitigate within 5 minutes of attack detection.
  • Qualifying event: failure to mitigate within target causing downtime to the affected service.

5) Colocation Power (where contracted)

  • Target: redundant power availability per the Service Order.
  • Qualifying event: loss of contracted power for >5 consecutive minutes not caused by Customer equipment.

Exclusions

  • Planned maintenance announced in advance (email or status page) with reasonable notice.
  • Customer-caused issues: misconfiguration, excessive resource use, insecure code, or actions that exceed allocation.
  • Third-party software faults: crashes, plugins, or scripts not provided by Provider.
  • Force majeure: events outside Provider’s reasonable control (utility failures, extreme weather, governmental action, large-scale Internet routing incidents, force majeure DDoS beyond mitigation capacity).
  • Suspension/abuse: downtime during suspension for nonpayment or AUP/ToS violations.

Credits (Sole Remedy)

  • For each full hour of qualifying downtime, Customer receives 1 day of service credit, capped at the monthly recurring charge for the affected service.
  • Credits are applied to future invoices and are the sole and exclusive remedy for SLA deviations.

Claim Process

  1. Open a support ticket within 7 days of the incident with timestamps and impact description.
  2. Provider reviews and confirms eligibility; fraudulent or incomplete claims are denied.
  3. Credits, if approved, are applied to the affected service only and are non-transferable and non-refundable.

Measurement & Communication

  • Availability is measured by Provider’s monitoring systems.
  • Target initial response to support tickets: 24 hours (not a guarantee).
  • Incident updates will be provided via ticket or status page during material events.

Applicability

  • SLA applies only to direct Customers of Scorched Host and only to the specific service experiencing the qualifying event.
  • If multiple exclusions apply, the SLA does not apply.

By using our services, the Customer acknowledges and agrees to this SLA. Provider remains committed to reliable, high-quality service.