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Service level agreement.

99.9% monthly uptime, measured by the same monitoring you can see on our status page, with service credits written down rather than negotiated.

Live system status

Last updated: 3 August 2026 Commitment: 99.9% monthly uptime

This Service Level Agreement is between you and Echo Host Ltd, a company registered in England & Wales and trading as Echo Host. It forms part of our Terms of Service and uses the same definitions.

It applies to every paid game server and web hosting service on your account, for as long as the account is in good standing and the service is paid up to date. It does not apply to free trials, services provided at no charge, beta features we have told you are experimental, or domain name registrations, which are handled by the registry rather than by us.

We commit to 99.9% uptime for each covered service, measured over a calendar month.

That is a written commitment with money behind it, not a marketing figure. If we miss it, you are entitled to a service credit on the scale set out in section 7, and you do not have to prove any loss to claim it.

Uptime is calculated for each service separately, so an outage affecting one of your servers does not dilute the figure for another. Each calendar month starts fresh; a bad month is not offset by a good one.

Every public service is checked automatically every 60 seconds from our monitoring system. The results are published live on our status page, and they are the same figures we use internally — there is no separate set of numbers we keep to ourselves.

Monthly uptime for a service is calculated as:

(total minutes in the calendar month, minus eligible downtime minutes) divided by total minutes in the calendar month, expressed as a percentage and rounded to two decimal places.

A service is treated as down from the first failed check to the first check that succeeds again. Downtime is counted in whole minutes, and our monitoring records are the reference for any claim. If your own monitoring disagrees with ours, send us the timestamps and we will compare the two honestly.

Downtime means your service is unreachable or unusable because of a failure on our side. In practice that means one of the following, for longer than one consecutive monitoring check:

  • the service does not respond on its allocated IP address and port;
  • the host your service runs on is offline, or has failed in a way that stops the service running;
  • our network cannot route traffic to or from your service;
  • the storage backing your service is unavailable, so the service cannot read or write data;
  • the control panel needed to manage your service is unreachable for a sustained period.

Degraded performance is not downtime unless the service is effectively unusable. Slow is not the same as off — but if a service is so slow that it cannot function, tell us and we will treat it on its merits rather than hide behind the definition.

Keeping a platform up sometimes means taking part of it down. Planned maintenance is announced on our status page and emailed to the customers affected at least 48 hours in advance.

We schedule it for the quietest hours we can find, keep the window as short as possible, and time for planned maintenance announced with that notice does not count as downtime.

Emergency maintenance is different. Where an urgent security patch or a failing component cannot wait 48 hours, we will give you as much notice as the situation allows and post it to the status page as it happens. Emergency maintenance that takes your service offline does count as downtime and is eligible for a credit. We are not going to relabel our own emergencies to avoid paying.

The following are not counted as downtime and are not eligible for service credits.

  • Planned maintenance announced at least 48 hours in advance, as described above.
  • Issues caused by you. Your own configuration, scripts, mods, plugins or applications; exhausting the memory, storage, vCPU or bandwidth allocated to your plan; a service you stopped, deleted or misconfigured yourself; a suspension for non-payment or for breach of our acceptable use rules; or an action taken by someone you gave account or panel access to.
  • Third-party game and software updates. A publisher releasing a game update that breaks a server, a mod or plugin that is not yet compatible, a licence or authentication server belonging to someone else going down, or a third-party service your application depends on failing. We will help you get running again, but we do not control these.
  • Force majeure. Events outside our reasonable control: fire, flood, severe weather, war, terrorism, civil unrest, epidemic, industrial action, government or regulatory action, and failures in national power or telecommunications infrastructure upstream of our data centre.
  • Denial-of-service attacks beyond our mitigation capacity. DDoS mitigation is on by default for every service and handles the overwhelming majority of what the internet throws at us. An attack that exceeds the capacity of that mitigation, or of our upstream providers, is excluded — as is any downtime caused by an attack that you or your users provoked deliberately.
  • Connectivity problems between you and us that are not on our network: your own internet connection, your internet provider, or a routing fault elsewhere on the public internet.
  • Suspension or termination carried out in accordance with our Terms of Service.

If monthly uptime for a covered service falls below our commitment, you are entitled to a credit calculated on that service's recurring fee for the month in question. One-off charges, setup fees, domain registrations and third-party licences are not included in that figure.

Service credits by monthly uptime, per affected service, per calendar month.
Monthly uptime Credit
99.9% - 100% None
99.0% - 99.89% 10% of that month's fee
95.0% - 98.99% 25% of that month's fee
90.0% - 94.99% 50% of that month's fee
Below 90% 100% of that month's fee

Credits apply per affected service, per calendar month. Where you have several services affected by the same incident, each is assessed on its own uptime figure. The total credited for any one service in any one month will never be more than that service's fee for that month.

On an annual plan, the monthly fee is taken as one twelfth of the annual charge for the affected service.

Credits are not applied automatically — you need to ask, because you know which service mattered to you and when.

Email support@echohost.co.uk within 30 days of the end of the month in which the downtime occurred, from the address on your account, and include:

  • the affected service — its hostname, IP and port, or the service ID from your client area;
  • the start and end timestamps of each period of downtime, with the time zone you are quoting;
  • anything supporting it that you have to hand, such as monitoring alerts or console logs.

Put “SLA claim” in the subject line so it reaches the right people quickly. We will check the claim against our monitoring records and reply within 10 working days with the uptime figure we calculated and the credit due. If we disagree with your figures we will show you ours rather than simply declining.

Approved credits are applied to your next invoice for the affected service. Credits cannot be exchanged for cash and are not refundable, and no credit is due while the account has an overdue invoice or is in breach of our Terms of Service. If the credit is larger than your next invoice, the balance carries over to the one after.

Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment in this agreement. Claiming one does not prevent you from cancelling the service, and it does not affect any right you have that cannot be excluded by law.

The limitation of liability in our Terms of Service applies to this agreement in full. It sets out the losses we are not liable for — loss of profit, revenue, data or goodwill among them — and the overall cap on our liability.

We may update this agreement as the platform changes. The date at the top of this page always shows the current version.

We will not reduce the uptime commitment or the credit scale without giving account holders at least 30 days' notice by email. If you do not accept a reduction, you may cancel before it takes effect and we will refund the unused portion of anything you have paid for in advance. Improvements take effect immediately, because nobody needs 30 days to think about those.

For claims, or for any question about how uptime is measured, email support@echohost.co.uk. For the current state of every service, including open incidents and recent history, see our status page.

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Check before you claim.

Our status page shows the live state of every service and the incident history behind it. The rules this agreement sits under are in our Terms of Service.