Service Level Agreement
Last updated: July 18, 2026 — Operated by CIMAX Technologies LLC
This Service Level Agreement ("SLA") defines ZenytCloud's hardware and network availability guarantees for active VPS and game server nodes. It details compensation metrics (service credits) in the event these targets are not met.
1. Uptime Target & Downtime Definition
Service Target: ZenytCloud guarantees a monthly uptime of 99.9% or higher for all active nodes.
Downtime Definition: Downtime represents complete network and hardware inaccessibility of your instance from the public internet, measured and logged by our centralized monitoring nodes.
2. Service Credits Table (Refund Tiers)
If our monthly node performance drops below the guaranteed 99.9% due to hardware or routing failures, you are eligible to claim wallet credits:
No credits applicable. Node performance is fully compliant with standard guarantees.
10% of the monthly billing fee of the affected service is refunded to your wallet.
25% of the monthly billing fee of the affected service is refunded to your wallet.
50% of the monthly billing fee of the affected service is refunded to your wallet.
* Note: Service credits are capped at a maximum of 50% of the monthly fee paid for the specific affected instance in any given calendar month.
3. Exclusions (Factors Not Covered)
Guarantees do not apply if inaccessibility is caused by factors outside our direct operational infrastructure:
Planned system upgrades communicated 48 hours prior, or urgent network repairs executed on a best-effort basis.
Internal firewall misconfigurations, software crashes, plugin bugs, game server memory leaks, or spontaneous OS lockups.
Massive attacks that require transient nullroute/blackhole isolation of your IP addresses to secure the surrounding node infrastructure.
Global internet routing bottlenecks, fiber breaks, or general BGP failures on upstream carriers (e.g., Tube-Hosting transits).
4. Credit Claim Procedure
Credits are not automatically assigned. Clients must request evaluation manually:
Log date, times, and system outputs proving the instance was inaccessible from public transits.
Open a billing ticket within 7 days of the billing month's end. Staff matches claims against physical node logs.
Approved claims are added as account credit to your Paymenter wallet balance for renewals. Credits cannot be refunded as cash.
5. Account Standing Requirements
To qualify for SLA service credits, your profile on the billing panel must be active, in good standing, and free of outstanding invoices, billing issues, or open payment disputes.