Service Level Agreement

1. Service Level Commitment

ByteNodes is committed to providing reliable and high-quality hosting services to all customers. We guarantee 99.9% network uptime for all our hosting services, including VPS KVM, Game Servers, RDP Windows, Discord Bot Hosting, and Website Hosting.

2. Network Uptime Definition

Network uptime is defined as the percentage of time during a given month that our network infrastructure is fully operational and accessible. Downtime is calculated as the total number of minutes during which your services are unavailable due to issues within our control.

3. Service Credit Eligibility

If we fail to meet our 99.9% uptime guarantee, eligible customers may receive service credits as compensation based on the uptime percentage achieved.

4. Requesting Service Credits

To request a service credit, customers must submit a support ticket within 30 days of the end of the month in which the downtime occurred.

5. Technical Support Response Times

ByteNodes provides technical support through multiple channels including our support ticket system, Discord server, WhatsApp, and email.

6. Maintenance and Updates

To ensure the continued reliability, security, and performance of our services, ByteNodes performs regular maintenance on our infrastructure.

7. Data Protection and Backup

While ByteNodes maintains robust infrastructure, customers are ultimately responsible for maintaining backups of their own data.

8. DDoS Protection Services

ByteNodes provides DDoS protection for all hosting services to help mitigate the impact of Distributed Denial of Service attacks.

9. Exclusions and Limitations

This Service Level Agreement does not apply to services that are suspended due to Terms of Service violations, beta or free services, or customer-caused issues.

10. Contact and Escalation

For all service-related issues, please contact ByteNodes through support@bytenodes.id, WhatsApp at +62 851-2608-0236, or Discord at discord.gg/2PMmPp6Yx8.