Service Level Agreement

Last Revised: March 2026

By using our services, you automatically agree to this Service Level Agreement.

Introduction

This Service Level Agreement ("SLA", "Service Level Agreement", "Agreement") is an agreement between Quality Servers LLC, trading as Novonode ("Quality Servers LLC", "Novonode", "us", "we", or "our") and you ("User", "Client", "Customer", "you", or "your"). This Agreement sets forth the service level commitments governing your use of services provided by Novonode.

By using services rendered by Novonode, you automatically agree to this SLA, including all clauses listed within it. If you do not agree, you must cease use of the service immediately.

We reserve the right to update or modify any part of this SLA at any time without prior notice. It is your responsibility to periodically review the SLA. You will be notified of any changes by the "Last Revised:" date at the top of this page.

1. Uptime Guarantee

Novonode guarantees 99% uptime across all services, measured on a per-calendar-month (billing period) basis.

Should we fail to meet this guarantee (excluding circumstances listed under Section 3 (Exclusions)), affected clients will be eligible for SLA credit, provided the proper claims procedure outlined in Section 4 is followed.

Novonode reserves the right to deny any SLA credit claim. All claims will be investigated and considered in accordance with this Agreement.

2. Coverage

1. Hardware

In the event of a hardware failure, Novonode will replace the affected hardware at no charge to the client. We guarantee a replacement within twelve (12) hours of confirmed diagnosis of the hardware failure. This twelve (12) hour window begins from the point of confirmed diagnosis, not the start of the downtime period.

This unlimited free hardware replacement policy applies to all dedicated server hardware, including parts ordered as upgrades. Novonode is not liable for hardware failure on any client-colocated server.

2. Network

Novonode guarantees 99% monthly uptime for network connectivity across all services. In the event this guarantee is not met, a credit can be requested in accordance with Section 4.

Network connectivity is defined as the ability to:

2.1transmit or receive data between your service and the public internet;
2.2maintain reachability of your service from external sources;
2.3sustain connectivity between services hosted within the Novonode network.

3. Power

Novonode guarantees 99% monthly uptime for power supply to all hosted services. In the event this guarantee is not met, a credit can be requested in accordance with Section 4.

3. Exclusions

The following circumstances are excluded from this SLA and do not qualify for credit to be awarded:

Scheduled maintenance announced at least three (3) days in advance via email, Discord, and our website.
Interruptions caused by the client, including the installation of third-party files, software, or custom scripts.
Outages resulting from the client exceeding allocated resources (CPU, RAM, disk, bandwidth).
Outages that do not affect core service functionality.
Downtime caused by a reseller of our services.
Clients whose account is in bad standing with Novonode, including suspended services, unpaid invoices, or active abuse reports.
Cancellation requests submitted before, during, or after the downtime period.
Force majeure events, including natural disasters, acts of government, or events beyond our reasonable control.

4. Claiming SLA Credit

To claim SLA credit, the following procedure must be followed. Failure to comply with this procedure will result in the claim being denied.

Open a support ticket titled "SLA Credit Claim" through the client area within forty-eight (48) hours of the downtime being resolved.
The ticket must be submitted from the client account associated with the affected service. Claims from unassociated accounts will be rejected.
Include the affected service(s), the start and end time of the outage, and the total duration of the disruption.
Provide any additional information requested by our team to assist in processing the claim.

1. Credit Amounts

SLA credits are applied to the client area account balance and may be used toward new services or renewal invoices. Credits are not transferable and cannot be withdrawn as cash.

For downtime caused by network or power issues: a 5% credit of the affected service's monthly fee will be issued for every full hour of downtime that exceeds the SLA threshold, up to a maximum of one (1) month's service fee.

For downtime caused by hardware failure: a 5% credit of the affected service's monthly fee will be issued for every full hour of downtime beyond the initial twelve (12) hour replacement window, up to a maximum of one (1) month's service fee.

No credit will be issued if the downtime does not exceed the thresholds described above. The maximum SLA credit for any single incident or billing period shall not exceed the equivalent of one (1) month's fee for the affected service.

5. Changes and Amendments

We reserve the right to modify this Agreement or its related policies at any time, effective upon posting of an updated version on our website. When changes are made, we will post a notification on our website and Discord, and notify you via email. Continued use of our services after any such changes constitutes your acceptance of the revised Agreement.

6. Acceptance of This Agreement

By using the Novonode website or any of its services, you acknowledge that you have read this Agreement and agree to be bound by all conditions listed within it. If you do not agree to abide by the terms of this Agreement, you are not authorised to use or access our services.

Formal Enquiries

All formal enquiries, including those of a legal nature, should be directed to: [email protected]

SLA Claims & Enquiries

For formal enquiries or to submit an SLA claim, please contact us.

[email protected]