Credit for outages
If your server is down for longer through a fault on our side, we credit part of the month's price to your balance. A voluntary gesture, with no promised availability, and as balance only.
When an outage is on our side, for example a node that cannot be reached or a disruption in our network, we credit part of the affected server's monthly price to your balance. This is a voluntary gesture: it does not promise any particular availability. The credit counts as balance and is not paid out.
What counts
- A disruption on our status page marked “Down” that affects your server or our network, from its start until it is resolved.
- A node our check every minute cannot reach, but only for the minutes in which your server itself did not answer either (we then ask it every minute by ping and port; your own network checks under Monitoring count too).
- Announced maintenance that runs longer than announced: the time after that. If no end was announced, it counts from 2 hours after it began.
- An outage of your server through a fault on our side that we enter by hand.
What does not count
- Announced maintenance within its announced window.
- A disruption in which your server was only degraded but reachable.
- What you do yourself (stopping, reinstalling, changing settings) and what your software causes, such as a crash from a plugin.
- A null route by our network provider during a DDoS attack on your address.
- The time a server is stopped because of an open invoice.
How much
It is counted per server and calendar month, all outages together; an hour that two sources show counts once. An outage counts once it is over. These steps apply today:
- More than 30 minutes
- 5 % of the monthly price
- More than 2 hours
- 10 %
- More than 8 hours
- 25 %
- More than 24 hours
- 50 %
Amounts are rounded to the cent; a credit under €0.10 is not booked. If a later outage in the same month reaches a higher step, we credit the difference.
How you hear about it
You get a notice and an email with the amount and the day of the outage. The credit is listed in your balance history, in the server's activity and on its overview for this and last month. We set the balance against your next invoices; a credit is not paid out, not even when you get other balance back.
Did you notice an outage that you think was on our side and got no credit? Write us a ticket and we will look into it.
Related articles
- Balance and paying in advanceTop up a balance that pays orders, renewals and add-ons, and choose for each server: renew automatically or pay in advance.
- View and pay invoicesAll invoices and credit notes in one place: download as PDF, print, export them all at once and pay open invoices directly.
- Notifications by email, push, Discord and WhatsAppChoose what you hear about and how: a crash, a failed backup, a renewal. For the whole account and for each game server on its own.
Need help?
If this guide does not answer your question, write to us. Usually within 24 hours.