While we strive to ensure that our clients experience as little interruption as possible, stuff does happen. Downtime can be caused by multiple things, such as weather events (hurricanes, tornadoes), upstream provider failures (It looks like Bob from Cloudflare didn’t include a ; in the latest update), and hardware failures. The full legal-ese explaination can be found in our terms of service, linked here.
Incident Types
Oddblox groups all downtime into one of two categories, Uplink/Control Panel and Hardware Failure. These two categories have vastly different downtime credit schemes. Please see the below sections for more information. Please note, downtime for the below reasons will not result in any SLA credits:
- Minecraft Server Disruption (If your Minecraft server crashes, that is not covered under our SLA.)
- Maintenance (Planned and unplanned maintenance is not covered by SLA.)
- Security Disruptions (Emergency downtime initiated by the Oddblox Security team is not covered by SLA.)
- DDoS Protection Measures (Oddblox uses null-routing to prevent DDoS traffic from harming the network. This is not covered by SLA.)
- TOS Violation (If your server is down as a result of a TOS violation, you are not covered under SLA)
- Node Transfers (If you initiated a server transfer to another node, downtime is not covered by SLA.)
- Activation Delays (You cannot claim SLA credits for the time period your server is pending activation.)
- Acts of God (Downtime caused by Weather or Natural Disasters is not covered by SLA.)
Uplink/Control Panel Downtime
In the event Pterodactyl or cPanel goes down (see exceptions above and in TOS), you are eligible for SLA credits. Oddblox utilizes a Overall Percentage Score system to graph downtime. See the graph below for more information.
| Uptime | Credit due |
|---|
| 100% - 99.97% | NO CREDIT. |
| 99.969% - 0% | 100% |
Hardware Failure Downtime
It is a sad truth that downtime happens due to hardware failures, like a disk dying, or a RAM stick giving up. Due to the frequency of potential downtime due to Oddblox not owning the machines, we updated our policy to give us additional leeway.
| Downtime | Credit due |
|---|
| 0 - 12 hours | NO CREDIT |
| 13 - 24 hours | 25% of month |
| 24 - 48 hours | 50% of month |
| 49+ hours | 100% of month |
Requesting Credits
Oddblox allows users to claim SLA credits for up to 7 days after the incident. Failure to request SLA credits within that time period will result in your SLA credit request getting denied. Requesting SLA credits can be done by opening a support ticket here. Approved SLA credit requests may have an additional 24 hour processing period.
