Service Level Agreement

Last updated: 2026-04-19

This SLA covers the availability we commit to for each plan and what you get if we miss it.

Uptime targets

• Starter: best-effort, no SLA credit
• Community: 99% monthly uptime
• Empire: 99.5% monthly uptime

What counts as downtime

Downtime is any minute during which the game server or the panel is unreachable due to a failure on our side — panel API down, agent daemon down, game server process crashed and not restarting, network outage on our hardware, upstream provider failure at OVH or Cloudflare.

What doesn't count

• Scheduled maintenance announced at least 48 hours in advance
• Issues caused by your plugins, configs, or custom code
• Facepunch updates that require downtime
• Force majeure (upstream ISP outages, data center fires, acts of war)
• Suspension due to billing or AUP violations

Credit schedule

If we miss the SLA in a calendar month, you can request a service credit:

• 99%–99.4% availability: 10% of that month's fees
• 95%–98.9%: 25%
• Below 95%: 50%

Credits are applied to future invoices. We don't issue cash refunds for SLA credits.

How to request a credit

Email support@teafarm.gg within 30 days of the end of the affected month. Include the server ID and the approximate downtime window. We'll cross-reference against our monitoring and respond within 14 days.

Monitoring

We run external uptime monitoring on status.teafarm.gg — this is the public record. If it says we were down, we were down.