Uptime Service Level Agreement

1. Our commitment

PLAYYOURWAYHOSTING (ABN 33 985 231 059), trading as Play Your Way Hosting, targets 99.9% uptime per calendar month for every game server we host. If we miss it for your server, you’re entitled to a service credit under the schedule below.

Uptime is measured continuously from our independent monitoring - the same source the figures on our marketing pages come from, and the same source behind our public status page.

2. What counts as downtime

• Your game server being unreachable due to a fault on our side (hardware, network, or platform).
• Scheduled maintenance announced in advance does not count toward downtime.
• Outages caused by your own configuration, mods/plugins, or third-party services (including game-publisher outages) are excluded.
• Periods where the server is suspended for non-payment or an acceptable-use breach are excluded.
• Force majeure events beyond our reasonable control are excluded.

3. Service credit schedule

Credits are a percentage of the affected server’s monthly fee (for longer billing cycles, the monthly equivalent) for the calendar month in which the target was missed:

Credits are applied to your next invoice for that server (or refunded if the subscription has since been cancelled). A month’s total credit never exceeds 100% of that server’s monthly fee.

4. How to claim

Email support@playyourway.com.au from your account email within 30 days of the end of the affected month, naming the server and the period. We verify against our monitoring and apply the credit - we’ll often have flagged the incident before you do.

5. Your consumer rights

Nothing in this SLA limits your rights under the Australian Consumer Law. Service credits are in addition to - not instead of - any remedy you’re entitled to for a major failure.