Service Level Agreement (SLA)

Swift Peak Hosting LTD

Introduction

This Service Level Agreement (SLA) outlines the commitments and expectations between Swift Peak Hosting LTD (referred to as “Service Provider”) and the customer (referred to as “Client”) for the provision of hosting and related services. This SLA aims to ensure a positive, transparent, and reliable experience for all our clients.

1. Support

1.1 Response Time

During our standard support hours (Monday to Friday, 9 AM – 11 PM GMT), Swift Peak Hosting will make every effort to respond to support tickets within 2 hours. For support requests submitted outside standard hours, we aim to respond within 6 hours. These are target response times, but not guaranteed.

1.2 Scope

Our technical support team will assist with issues directly related to our services, including server performance, configurations, and availability. Support for third-party software or custom server modifications falls outside the scope of our offerings.

1.3 Support Channels

Support is available exclusively through the Swift Peak Hosting Client Panel’s ticket system. Requests made through other channels (e.g., social media or email) may not receive a response.

2. Backups

2.1 Game Hosting Services

Swift Peak Hosting performs regular backups of servers for internal redundancy purposes. These backups are intended for emergency restoration and are not directly accessible to clients. Clients can manage their own backups through the Swift Peak Hosting Game Panel, where they can create or restore backups at their discretion.

2.2 Other Services

For non-game hosting services, automated backups are not included. Clients are solely responsible for performing regular backups of their data.

3. Uptime

3.1 Target Uptime

Swift Peak Hosting strives to maintain 99.9% uptime across all services. Certain events, such as scheduled maintenance, hardware upgrades, or unforeseen technical issues, may cause temporary service interruptions. Clients are encouraged to account for these factors when planning their usage.

3.2 Server Status

Clients can view real-time server performance and availability by visiting our official status page at [status page].

4. Hardware Replacement

In the rare event of hardware failure, Swift Peak Hosting is committed to sourcing and replacing the affected hardware within 48 hours of identification. However, unforeseen circumstances may result in extended resolution times.

5. DDoS Protection

5.1 Mitigation Capabilities

Swift Peak Hosting offers essential DDoS protection to defend against a variety of common network attacks. Our mitigation strategy is designed to help safeguard against smaller, unsophisticated DDoS incidents, leveraging robust network-level filtering and traffic inspection techniques.

5.2 Protection Features

  • Traffic Filtering: Network-level traffic inspection is employed to identify and block malicious patterns, mitigating smaller-scale attacks.
  • Intrusion Detection and Prevention: Our infrastructure includes advanced intrusion detection systems (IDS) to identify and respond to potential DDoS threats in real-time.
  • Rate Limiting: We implement rate limiting and traffic throttling to reduce the impact of high-traffic volume spikes, ensuring legitimate users experience minimal disruption.
  • Custom Firewall Rules: Clients can configure firewall rules to restrict suspicious or known malicious IPs from accessing their services.

5.3 Limitations

While Swift Peak Hosting’s DDoS protection provides robust defense against smaller and targeted attacks, it may not be sufficient for handling large-scale volumetric DDoS incidents. We recommend clients assess their specific needs for additional protection services in the event of large-scale threats.

5.4 Summary

Swift Peak Hosting’s DDoS protection offers effective mitigation for low to moderate-level attacks. Clients requiring additional security for larger threats are encouraged to explore specialized solutions suited to their needs.

6. Compensation for Downtime

Clients will be eligible for compensation in the form of service credits if service availability falls below the 99.9% target uptime in any calendar month:

  • 1% credit of the monthly fee for each 1% of uptime below the target.
  • Compensation requests must be submitted within 7 days of the incident via the Client Panel.

7. Conclusion

By using Swift Peak Hosting LTD’s services, you agree to the terms outlined in this Service Level Agreement. For questions or disputes, please contact us at swiftpeakhosting@outlook.com.