Service Level Agreement

Contact Press, Media And Legal

Email specific programs & offices

Press & Media

If you’re a member of the press or have press and media questions, please email: press@lunarracks.com

Affiliate Program

For any questions about our affiliate program, please email: affiliate@lunarracks.com

Legal

Please review our terms of service and privacy notice, please email: legal@lunarracks.com

This Service Level Agreement (“SLA”) is entered into between Lunar Racks, LLC (“we,” “us,” or “our”) and you (“Customer”) as part of the Terms of Service. It outlines our commitments regarding uptime for the Services, including game server hosting via Orbit Command, VPS hosting via Nebula Core, shared web hosting via cPanel/WHM, voice services (e.g., Mumble/TeamSpeak), and billing via My Rack. This SLA applies only to paid Services and does not cover free trials or beta features. All Services are subject to the same SLA terms.

1. Definitions

Downtime: The period during which the Service is unavailable, measured from the time we are notified or detect the issue until resolution. Excludes scheduled maintenance and exclusions below.
Monthly Uptime Percentage: Calculated as: (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100.
Service Credit: A prorated credit applied to your next invoice as compensation for Downtime exceeding the guarantee, based on the actual time past the SLA threshold.

2. Uptime Commitment

We guarantee 99.99% Monthly Uptime Percentage for all Services. If we fail to meet this, you may be eligible for Service Credits.

3. Measurement and Monitoring

Uptime is monitored 24/7 using internal tools (e.g., for real-time metrics) and external services (e.g., for pings every 5 minutes).
Downtime is logged from the moment it is confirmed (via support ticket or automated alert) until full functionality is restored.
- For game servers (Orbit Command), uptime includes panel access and server responsiveness.
- For VPS (Nebula Core), it includes hypervisor availability and network connectivity.
- For web hosting (cPanel/WHM), it covers site accessibility and email services.
Customers can view real-time status at our publicly accessible page: https://status.lunarracks.com.

4. Exclusions

The SLA does not apply to Downtime caused by:

Scheduled maintenance (announced 24 hours in advance via email or status page), limited to a maximum of 8 hours per month with no single period exceeding 2 hours of total Downtime.
Customer actions (e.g., misconfigurations, excessive resource use, or violations of AUP).
External factors (e.g., force majeure, internet outages, or third-party attacks like DDoS beyond our mitigation).
Beta features, custom mods/plugins, or unsupported configurations.
Periods under 5 minutes (considered negligible).

5. Service Credits

If Monthly Uptime falls below 99.99%, Service Credits are calculated on a prorated basis for the actual time exceeding the SLA threshold. Credits are based on the prorated portion of your monthly fee for the affected Service during the Downtime period (e.g., if Downtime is 60 minutes beyond the threshold in a 30-day month, credit = (60 / (30*1440)) * monthly fee).

Credits are applied to the affected Service only and to your next invoice.
Maximum credits per month: 100% of fees paid for that Service.
Credits must be claimed within 30 days of the end of the month.

6. Claims Process

To request credits:

Submit a ticket to our Billing department within 30 days, including details (e.g., timestamps, affected Service).
We will review and confirm Downtime using our logs.
Approved credits will be applied within 60 days.

7. Limitations

This SLA is your sole remedy for uptime issues. We are not liable for indirect damages (e.g., lost revenue). The SLA does not override the Limitation of Liability in our Terms of Service.

8. Changes to SLA

We may update this SLA with 30 days’ notice. Continued use constitutes acceptance.

9. Contact

For SLA questions: support@lunarracks.com.

Lunar Racks, LLC

What Our Customers Are Saying

Real experiences from happy website owners who trust our hosting solutions.

Lightning-Fast & Reliable!

Security was my biggest concern, but with their free SSL, firewalls, and 24/7 monitoring, I feel completely at ease. Plus, their support team is always available and super helpful!

Black, Marvin

React JS Developer

Top-Notch Security & Support!

Security was my biggest concern, but with their free SSL, firewalls, and 24/7 monitoring, I feel completely at ease. Plus, their support team is always available and super helpful!

Cooper, Kristin

Node JS Developer

Hassle-Free & Scalable!

Security was my biggest concern, but with their free SSL, firewalls, and 24/7 monitoring, I feel completely at ease. Plus, their support team is always available and super helpful!

Miles, Esther

Project Manager

Got questions? We've got answers!

Here are some common queries about our hosting services. If you don’t find what you’re looking for, feel free to reach out to our support team for further assistance.

What type of hosting plans do you offer?