Service Level Agreement (SLA)

This Service Level Agreement ("SLA") forms part of the agreement between Piggo, operated by Maksym Savrei (KVK 99874601, VAT NL005415744B04, Netherlands) - "Piggo", "we", "us" - and customers of our paid services ("you", "Customer").

What we promise, in plain English

If your server goes down and you tell us, we get you playing again within one hour - or your next billing period is free.

Our guaranteed hours are 08:00-22:00 CET, every day including weekends. Outside those hours our automated monitoring and automatic crash recovery keep running as normal, and reports that arrive overnight start the clock at 08:00.

On top of that, we commit to 99.9% platform uptime every month.

That's the whole thing. The rest of this document exists so both of us know exactly what "down", "tell us" and "within one hour" mean, so nobody has to argue about it at 2am.

We wrote this to be readable. If anything here is unclear, ask us - we'd rather explain it than have you guess.

1. What this covers

This SLA applies to all active, paid Piggo Minecraft server hosting plans.

It does not apply to:

• Free trials
• Paused servers (no server is running, so there is nothing to keep online)
• Servers suspended for non-payment or Terms of Service violations
• Accounts not in good standing

Those are still covered by our normal support, which in practice is the same care - there is just no credit attached.

2. Definitions

Platform Downtime - a continuous period of 5 or more consecutive minutes in which your server is completely unreachable because of a failure on our side: our network, our hardware, our control panel, or our infrastructure. Interruptions shorter than 5 minutes do not count. We monitor this continuously with automated tools.

Server Incident - your server is not reachable or not joinable at your assigned address, for any reason, including reasons that are not our fault.

Report - a message from you, through one of the channels in section 4, telling us your server is down. The one-hour clock starts when your message arrives, not when the problem began.

Guaranteed Hours - 08:00 to 22:00 CET (Europe/Amsterdam), every day of the week. The 60-minute restore target applies during these hours.

Restore - your server is reachable and joinable again.

Response - a human reply from us.

Not downtime: lag, low TPS, individual players with problems on their own connection, and Minecraft-side or Microsoft-side authentication outages. We will still help you with all of these.

3. The two guarantees

These are separate promises, measured differently. Read both.

3.1 Platform uptime - 99.9% per calendar month

We commit to 99.9% uptime of the Piggo platform for all paid plans.

How we measure it:

• Calculated per calendar month (00:00 UTC on the 1st through 23:59 UTC on the last day)
• Only Platform Downtime as defined in section 2 counts
• Monitored continuously with automated tools

Formula:

Uptime % = (Total minutes in month − Verified downtime minutes) ÷ Total minutes in month × 100

This measures our infrastructure, not the game process running your modpack. Your Minecraft server can crash for reasons that have nothing to do with our platform being up - those are covered by the restore guarantee below.

3.2 One-hour restore - our main promise

When you report a Server Incident during Guaranteed Hours, we will restore your server to a playable state within 60 minutes of your report.

Guaranteed Hours are 08:00-22:00 CET (Europe/Amsterdam), seven days a week, including weekends and public holidays.

Outside those hours, automated monitoring and automatic crash recovery continue to run - most crashes are resolved in minutes without anyone being woken up. A report that arrives outside Guaranteed Hours starts the clock at 08:00 CET the same or next morning. We very often get to it sooner; we just don't promise it.

"Restore" means getting you a working, joinable server. Depending on what broke, that may mean restarting the process, rebuilding the instance, or rolling back to your most recent available backup. It does not always mean fixing the underlying cause within that hour - some modpack problems take longer than an hour to diagnose properly, and we would rather get you playing and then fix the root cause than leave you offline while we investigate.

This applies whatever caused the incident - including problems you caused yourself. Helping you is the service. The credit in section 6.2 is what carries the exclusions.

4. How to report an incident

Use any of these. All are timestamped, and those timestamps are what we both rely on:

• Discord ticket (fastest, recommended)
• Email: support@piggo.host
• Support form in the Piggo panel

Messages sent anywhere else - a public Discord channel, social media, a reply to a marketing email, or a personal DM to Maks - are read and acted on, but do not start the SLA clock. Please use a real channel so there is a record.

Tell us what you can: which server, roughly when it stopped working, and anything that changed recently. You don't need to diagnose anything yourself.

5. How the one-hour clock works

The clock starts when your report arrives in one of the channels in section 4, if that is during Guaranteed Hours. If your report arrives outside Guaranteed Hours, the clock starts at 08:00 CET on the next morning.

The clock pauses when we are waiting on you, and only then. In practice that means:

• We've asked a question we need answered to proceed
• We need your decision on something destructive - most commonly, "may we roll back to last night's backup? you'll lose today's progress"
• We need access, credentials, or a file only you have

The clock resumes the moment you reply. This exists because rolling back your world without permission is worse than being offline another twenty minutes, and we won't do it behind your back.

The clock stops when your server is joinable again.

6. Service credits

6.1 Uptime credits

If we fall below 99.9% platform uptime in a calendar month:

6.2 Restore credits

If we miss the 60-minute restore target, you receive one free billing period of your current plan - a free week if you bill weekly, a free month if you bill monthly. On annual plans, one month is added to the end of your term.

We often claim this for you. Our monitoring usually notices a missed target before you do. When it does, we apply the credit and tell you. You should never have to fight for this.

No restore credit is due where the delay was caused by something in section 7, or by time spent waiting on you under section 5.

6.3 Credits do not stack

Where a single incident would trigger both an uptime credit and a restore credit, you receive whichever is greater - not both.

6.4 Limits

• Credits apply only to the affected service, not your whole account
• Credits can never exceed 100% of the fee for the affected billing period
• Maximum one restore credit per calendar month, and three in any 12-month period, per customer
• One credit per incident, even if it affects more than one of your servers

If we're missing targets more often than those limits allow, credits are not the right conversation - we're failing you, and we would rather refund you properly and help you move than keep handing out free weeks.

6.5 Form of credit

Credits are issued as account balance toward Piggo service. They are not cash, cannot be withdrawn, transferred or sold, and expire 12 months after issue or when your account closes, whichever comes first. Your account must be active and in good standing to be eligible.

6.6 Sole remedy

Service credits are your sole remedy for downtime under this SLA, and Piggo's total liability for SLA claims will not exceed the credits described above. Nothing here limits your rights under Dutch or EU consumer law, or affects our 14-day money-back guarantee, which stands separately.

7. What is not covered

The guarantees cover our failures. They do not cover:

7.1 Things you changed. Mods, plugins, configs, world edits, server properties, JVM flags, or files you uploaded or modified that broke the server. We'll still fix it - often fast, and usually for free - but it doesn't earn a credit.

7.2 The modpack itself. Crashes, memory leaks, world corruption, or incompatibilities coming from the modpack, its mods, or the mod loader. These are extremely common in modded Minecraft and are not something any host can prevent. Restoring you from backup is our job; a mod author's bug is not our failure.

7.3 Not enough RAM. Running a pack that needs more memory than your plan provides. We'll tell you honestly when that's the cause and what plan actually fits.

7.4 Third-party outages. Mojang or Microsoft authentication, CurseForge or Modrinth, Cloudflare, PayPal, Stripe, or your own internet connection.

7.5 Scheduled maintenance. Planned work announced at least 48 hours in advance. See section 9.

7.6 Emergency maintenance. Urgent security or stability work where waiting 48 hours would put your data at risk. We tell you as soon as we can, and we don't use this as a loophole.

7.7 Events genuinely beyond our control. Datacenter-wide failure, upstream network failure, DDoS attacks exceeding our provider's mitigation capacity, legal orders, or force majeure. When one of these happens we say so publicly on our status page, with real detail - not a vague apology.

7.8 Suspended or unpaid accounts, and servers used in breach of our Terms of Service.

7.9 Deliberately caused outages. If a server is intentionally broken in order to claim credits, we will decline the claim and explain why in writing.

8. How to claim a credit

1. Open a Discord ticket, or email support@piggo.host, within 30 days of the incident or of the month end
2. Include the dates, times, and a short description of what happened
3. We verify against our monitoring logs and respond within 7 business days

No form, no justification essay required.

9. Maintenance

• We give at least 48 hours notice for scheduled maintenance whenever possible
• Maintenance is scheduled during low-traffic hours and kept rare
• Emergency maintenance (security or stability) may happen with little or no notice
• Maintenance windows do not count as downtime

10. Support

We reply fast. Reach us directly on Discord - no ticket queues, no waiting 24 hours for a bot response.

We aim to respond well inside an hour during Guaranteed Hours (08:00-22:00 CET), and we frequently reply outside them too - but the guarantee in this document is about restoring your service, not about reply speed. In practice the two usually happen together.

11. Backups and your data

• We take automated offsite backups once every 24 hours, retained for 7 days. Offsite means your backups live on separate infrastructure from your server - if a machine fails completely, your backups are unaffected.
• Backups are not self-service. They are not visible in your panel. Ask us and we restore one for you, at no charge - that is part of running your server for you.
• Because backups are taken daily, a rollback can cost you up to 24 hours of progress. We will always tell you exactly what you would lose, and ask, before we roll anything back.
• Backups are provided on a best-effort basis and are not guaranteed. You remain responsible for keeping your own copies of world files that matter to you.
• We keep your server files for 30 days after cancellation. After that they are permanently deleted.
• If you would like your world kept longer than 30 days, ask us - we can pause your server instead of deleting it.

12. What we do on our side

So this document isn't only a list of what we won't pay for:

• Automated monitoring on every server, checking it's actually joinable - not just that the machine is on
• Automatic restart on crash detection, running 24 hours a day - this resolves most modded crashes in minutes, including overnight, without anyone being woken up
• A public status page at status.piggo.host showing current platform state and a history of incidents, including the ones that were our fault
• Honest incident notes. When we break something, we say what happened and what we changed so it doesn't happen again

13. Grey areas

Modded Minecraft is messy, and some incidents won't fit neatly into section 7. A mod update and a hardware hiccup can land in the same hour, and the cause may be genuinely unclear.

When it's genuinely unclear whose fault it was, we decide in your favour. We'd rather give away an occasional free week we didn't owe than argue with someone who just wants to play with their friends. If we decline a claim, we tell you exactly why, in writing, and you're free to disagree with us.

14. Changes to this SLA

We may update this SLA over time. If we make changes that reduce your credits or materially affect your rights, we'll give you at least 30 days notice via Discord or email before they apply to you.

The version in force when an incident happens is the version that governs it. Every version is dated and archived at piggo.host/sla.

15. Contact

Support: support@piggo.host · Discord ticket · panel support form
Status: status.piggo.host

Version history

Piggo, operated by Maksym Savrei · KVK 99874601 · VAT NL005415744B04 · Netherlands
Dutch law applies. This SLA forms part of our Terms of Service.
Contact: Discord, support@piggo.host, +31 629 833 836