GALAXY HOST
1. Uptime Guarantee
We are committed to maintaining a highly available infrastructure for your services.
| Service | Guaranteed Uptime | Measurement Period |
|---|---|---|
| Network Connectivity Internet & Backbone | 99.99% | Monthly |
| Infrastructure Server Hardware (Power/Network) | 99.90% | Monthly |
| Control Panel Pterodactyl / Client Area | 99.95% | Monthly |
Galaxy Host calculates uptime based on external, independent monitoring services (e.g., StatusCake, UptimeRobot). We maintain active internal monitoring to ensure issues are resolved as quickly as possible.
2. Service Compensation
In the unlikely event we fail to meet our SLA, you are entitled to service credits.
Minor Outage
< 1 hour downtime
5% Credit
Major Outage
> 4 hours downtime
10% Credit
Critical Outage
> 24 hours downtime
25% Credit
Full Day Downtime
> 48 hours downtime
100% Credit
How Credits Work: Compensation is applied as account credit for future billing cycles. It is not a cash refund. Credits are calculated based on the percentage of time the service was unavailable relative to the guarantee period.
3. Exclusions
Scenarios where Galaxy Host is not liable for downtime.
No Compensation For:
- Scheduled Maintenance: Planned maintenance windows (up to 2 hours) with 48-hour notice are not subject to compensation credits.
- Third-Party Failures: Outages caused by upstream providers, internet exchange points, or regional power grid failures outside our control.
- User Configuration Error: Downtime caused by user errors, scripts, or firewall misconfiguration.
- Abuse or TOS Violation: If service is suspended due to a violation of our Acceptable Use Policy, no compensation will be issued.
- Force Majeure: Acts of God, war, terrorism, or natural disasters affecting our data centers.
- DDoS Attacks: While we mitigate attacks, significant volumetric attacks may degrade performance or cause temporary packet loss, which does not qualify for infrastructure downtime compensation.