ATLAS HOSTING LTD - Last Updated November 5, 2026
Service Level Agreement
AtlasOne Service Level Agreement (SLA)
Effective Date: November 12, 2026
Applies to: Virtual Private Servers (VPS), Game Servers, and Web Hosting Services provided by AtlasOne (useatlasone.com).
1. Service Commitment & Scope
AtlasOne strives to maintain optimal availability and network transit across all hosting infrastructure. This SLA covers:
- Network Connectivity: External reachability of AtlasOne host nodes and assigned public IP addresses via upstream transit providers.
- Host Hardware Integrity: Physical server hardware availability, compute availability, and hypervisor daemon operation.
Note: This SLA does not cover guest-level operating systems, customer-installed applications (e.g., game server daemons, CMS platforms), custom configurations, or data stored within customer containers/environments.
2. Monthly Uptime Commitment
Availability is measured across each full calendar month per deployed service instance:
Monthly Uptime % = ((Total Minutes in Month − Unscheduled Outage Minutes) ÷ Total Minutes in Month) × 100
| Service Tier | Monthly Target | Service Credit (Below Target) | Service Credit (< 99.00%) |
|---|---|---|---|
| Game Servers & Standard VPS | 99.90% (~43m max downtime) | 10% invoice credit | 25% invoice credit |
| High-Performance / Dedicated Nodes | 99.95% (~21m max downtime) | 15% invoice credit | 30% invoice credit |
Uptime below 95.00% across any tier qualifies for a maximum credit of 50% of the affected monthly service fee.
3. Exclusions from Downtime Calculations
Unavailability resulting from any of the following events will not count toward downtime:
- Scheduled Maintenance: Routine maintenance communicated at least 24 to 48 hours in advance via dashboard notices, emails, or status page updates.
- Emergency Maintenance: Critical patches (e.g., zero-day kernel vulnerabilities, physical facility emergencies) required to safeguard infrastructure.
- Customer Actions: Misconfigurations, resource exhaustion (OOM errors, full disk allocations), firewall rule errors, or software crashes inside the virtual environment.
- Abuse & Suspensions: Suspension or termination resulting from Acceptable Use Policy (AUP) or Terms of Service violations (e.g., outbound DDoS, port scanning, spam, or crypto mining).
- Upstream & Force Majeure: Regional backbone fiber cuts, global routing disruptions outside AtlasOne control, or volumetric DDoS attacks exceeding designated upstream mitigation capacity.
4. Service Credit Terms & Claim Procedure
- Submission: SLA credit requests must be opened via an AtlasOne support ticket within 14 calendar days of the incident.
- Required Details: The claim must include the impacted service identifier/IP, precise incident start/end timestamps, and any relevant traceroutes, ping logs, or outage logs.
- Credit Application: Approved credits are issued solely as balance credits toward future billing renewal invoices via our billing portal. Credits are non-transferable, non-refundable to original payment methods, and cannot exceed 50% of the affected service's monthly base charge.