SLA – service level agreement

1.1This service level agreement (SLA) sets out the guaranteed availability of paid StormHost services, how we measure it, what does not count towards it, compensation if it is not met, planned maintenance, backups and support. It is part of the contract under the Terms and Conditions.

1.2The SLA applies to paid services: VPS (both Performance and Budget), game servers, Discord bot hosting, web hosting and rackhousing (power and connectivity). It does not apply to:

• a)registration, transfer and renewal of domains – these are carried out by the registry and the registrar (clause 21 of the Terms);
• b)the free tools on the website;
• c)trial services and features that we expressly mark at the service as trial, test or beta, and features marked as upcoming;
• d)services for the time they are suspended for non-payment or breach of contract.

2.1We guarantee 99.9% monthly availability for each service under clause 1.2:

2.2Availability therefore means that our infrastructure the service runs on is working (network, host server or game node, storage, power). For rackhousing equipment powered from two feeds, only a failure of both feeds at the same time counts as a power outage.

2.3Downtime is the time during which the service is unavailable for a reason on the side of our infrastructure. The following is not downtime:

• a)malfunction of software inside the service managed by the customer (the VPS operating system, the game server, its mods and plugins, the code of the bot or website);
• b)unavailability of the customer account, game panel, console or API on its own, if the service itself is running;
• c)lower performance consistent with the service description (e.g. varying CPU performance on VPS Budget, limits under the acceptable and fair use policy).

2.4Calculation: availability = (minutes in the month − minutes of downtime) / minutes in the month × 100%. We count in whole minutes per calendar month in Prague time. 99.9% availability corresponds to at most about 43 minutes of downtime in a 30-day month.

2.5Evaluation: We evaluate availability from our operational records – automated checks of the network, host servers, game nodes, storage and connectivity that run continuously at regular intervals, and records of incidents and interventions – and from customer reports. We do not check customers' services from the inside. Downtime starts at the moment we detected it or the customer reported it to us (whichever came first), provided our records or other evidence confirm it. It ends when availability is restored. You may also submit your own evidence (e.g. results of your own availability measurements); we will take it into account. A period when a check could not be carried out is assessed by a person on the basis of the other records. For a compensation claim, we will tell you the detected start, end and cause of the outage and the availability calculation. For a service activated, suspended or terminated during the month, we only count the minutes when the service was active.

2.6You may disagree with our evaluation. A consumer may also claim unavailability as a defect under the Complaints Policy and turn to the Czech Trade Inspection Authority or a court (clause 11).

3.1We announce planned maintenance at least 24 hours in advance on Discord, by e-mail to affected customers and on the Service status page. We preferably carry it out between 0:00 and 6:00 Prague time.

3.2Announced planned maintenance is not counted as downtime up to a total of 4 hours per month for a given service; longer maintenance counts as downtime.

3.3We may carry out emergency maintenance (e.g. a critical security fix) with shorter notice or without notice; it counts as downtime.

4.1Unavailability caused by the following is not counted as downtime:

• a)announced planned maintenance within clause 3.2;
• b)the customer or their users (settings, overloading the service, own software, actions in the customer account such as a reinstall, restart or backup restore);
• c)an intervention carried out at the customer's request or with their consent (e.g. moving the service or changing the plan);
• d)a measure under the acceptable and fair use policy or the Terms, including suspension for non-payment;
• e)a DDoS or other attack from the internet exceeding the protection capacity, or temporary null-routing of an attacked IP address to protect other customers;
• f)force majeure (e.g. a natural disaster, war, a large-scale power grid failure beyond the data centre's backup power, intervention by a public authority);
• g)failures outside our network (internet routing beyond our points of connection) or of third-party services we do not operate (e.g. game authentication servers, the Discord API, DNS managed elsewhere).

4.2An exclusion applies only to the extent it actually caused the unavailability. If a failure on our side also contributed to the outage, the unavailability caused by that failure counts as downtime.

5.1If the availability of a service in a calendar month falls below the guarantee, you are entitled to compensation in the form of credit based on the monthly price of the affected service:

5.2Compensation for one month will not exceed 100% of the price you paid for the affected service for that month (after discounts, including add-ons, excluding payment method surcharges). It is added as free credit (clause 7.5(c) of the Terms). Instead of credit, a consumer may request a reasonable discount in money under the Complaints Policy. Compensation and a discount for the same period of unavailability are not cumulated; only compensation you have actually used is set off against the discount. If the contract ends for a reason on our side before you use up the compensation, we pay out the unused part.

5.3We calculate compensation separately for each affected service. For a service paid for a period longer than a month, the monthly price is the proportional part of the price for one month.

6.1Claim compensation by e-mail to [email protected] from your account address within 30 days of the end of the month in which the outage occurred. State the service, the date and approximate time of the outage and a description. For an outage we published on the Service status page, it is enough to state the service and refer to the incident.

6.2We assess the claim using our operational records and your report and reply within 14 days. Approved compensation is added to your credit within 30 days at the latest. We may also add compensation ourselves, without a claim from you.

6.3The time limit in clause 6.1 applies only to compensation under the SLA. The consumer's statutory rights for defective performance (including a reasonable discount) are not limited and can be exercised for the entire duration of the service.

6.4Business customers only: if you do not claim compensation within the time limit in clause 6.1, the right to it lapses.

7.1We provide support by e-mail at [email protected] and via Discord, in Czech and English.

7.2We aim to respond to questions within 24 hours and to outages of an entire service as soon as possible. These are target times, not a guarantee under this SLA.

8.1VPS: we automatically back up VPS disks once a day to two separate backup servers and keep the backups for 7 days. A backup can be restored in the customer account. Backups are taken while the server is running; for databases we therefore recommend your own backups (dumps) inside the VPS. After the service is terminated we delete the backups within 30 days at the latest (clause 8.3(c) of the Terms).

8.2Game servers and Discord bots: backups are part of the service only with the “1 backup” add-on (CZK 120 per month, at most one per service); services ordered before 1 October 2026 keep their existing backup slot. You create and restore the backup yourself in the customer account.

8.3Web hosting: we automatically back up websites and databases once a day; in addition you can create manual backups up to the number set by your plan (acceptable and fair use policy, clause 6.9). You restore backups in the customer account. Rackhousing: we do not back up the customer's equipment. Other services: backups only according to the service description.

8.4Backups are meant for recovery after a failure; they do not replace the customer's own backups (clause 11.1(d) of the Terms). Compensation under clause 5 does not apply to the availability of backups; the consumer's statutory rights are not affected.

9.1The IP addresses of services are protected by automatic DDoS filtering at the provider of our internet connection at the network and transport layers (L3/L4). During an attack it may briefly affect legitimate traffic as well. Application layer (L7) protection is provided only where it is expressly stated for the service. Controls for the protection in the customer account are in preparation.

9.2If an attack exceeds the protection capacity or endangers other customers, we may temporarily null-route the traffic of the attacked IP address. We will let you know.

10.1We inform about outages and planned maintenance on Discord and on the Service status page, and for longer outages also by e-mail to affected customers.

10.2The Service status page shows the current status of individual parts (website and customer account, payments, VPS, game servers, Discord hosting, DNS, connectivity), ongoing incidents and planned maintenance for the next 30 days. You can follow it on Discord or via the Atom feed.

10.3The information on the Service status page is indicative and aggregated: the status of a part of the services may differ from the status of your particular service, and the 90-day availability figure relates to the website and the customer account. The availability of your service and compensation are determined by the procedure in clause 2.5.

11.1Consumers: compensation under the SLA is an additional benefit and does not limit the consumer's statutory rights. If the service has a defect (including unavailability not covered by compensation), you may, for the entire duration of the service, request removal of the defect or a reasonable discount, or withdraw from the contract under the statutory conditions (sections 2389t and 2389i to 2389p of the Czech Civil Code); money under these rights is refunded within 14 days. The exclusions in clause 4 and the time limits in clause 6 do not apply to these rights. The procedure is described in the Complaints Policy.

11.2Business customers: compensation under the SLA is the sole remedy for unavailability of the service, including any claim for a discount or damages, unless the unavailability was caused intentionally or by gross negligence (clause 12.3 of the Terms, section 2898 of the Czech Civil Code).

12.1This SLA takes effect on 11 November 2026 (version 2026-11-11). For contracts concluded before this date, provisions that are less favourable to the customer than the previous version of 1 October 2026 apply only once 30 days have passed since they were announced (clause 17 of the Terms). We will send you the previous version on request.