Version 2026-10-13 · Effective 2026-10-13
This page is a draft prepared ahead of legal counsel review. It is not yet legally binding and must not be relied on until counsel approves a final version. Once the SLA is enabled, credits are computed and applied automatically; you do not need to claim them.
Service Level Agreement
Uptime Target
We target 99.5% monthly uptime for each server on a paid plan.
How Uptime Is Measured
- We monitor the reachability of the node that hosts your server and keep a record of every period it was unreachable.
- Uptime is measured per server and per calendar month (UTC). For a server created during the month, or a month still in progress, only the time the server has existed so far is measured.
- Overlapping outages are counted once. An outage shorter than 5 minutes does not count as downtime.
- Monthly uptime is the share of the measured time the server was not in a counted outage.
You can see your measured uptime and the outages behind it in your dashboard.
Exclusions
These periods do not count as downtime:
- Maintenance announced in advance through the in-app banner. Maintenance that was not announced counts as downtime unless we review it and exclude it.
- Periods when our own monitoring was not running, because we cannot tell whether your server was reachable.
- Time your server was suspended, for example for unpaid invoices or by an administrator.
- Outages we review and exclude because they were caused by an upstream provider (network, power, or platform provider) outside our control. The exclusion and its reason appear next to the outage in your dashboard.
Service Credits
When a server's monthly uptime is below a threshold, it earns a credit equal to a percentage of that server's monthly fee. The lowest threshold the uptime falls below applies.
| Monthly uptime | Credit |
|---|---|
| Below 99.5% and at least 99.0% | 5% of monthly fee |
| Below 99.0% and at least 95.0% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
- Fees billed quarterly or annually are converted to a monthly fee before the percentage is applied.
- There is at most one credit per server per month, and a credit never exceeds that server's monthly fee.
- A month with nothing due produces no credit.
How Credits Are Applied
We measure the previous month at the start of each month. Credits are added automatically to your account balance, are not paid out as cash or refunded, and are deducted from your next invoice as a balance line. You do not need to submit a claim.
You can review each server's uptime, outages, and credits under Billing in the section Uptime and credits.
Disputes
If you believe an outage was missed or measured wrongly, write to support@host.plex.gg with
the server and the dates of the outage. We review it and, where it is justified, correct the
record and the credit.
Changes to This SLA
We may update this SLA. The version and effective date at the top of this page identify the current text.