Introduction

This Hosting Service Level Agreement (“Agreement”) outlines the terms and conditions between the entity or individual using the services (“Customer”) and Connections, Realms Hosting (“Company”). By using the Company’s services, the Customer agrees to all terms and conditions outlined in this Agreement. The Company reserves the right to modify this Agreement at any time.

Support Response Times:

The Company strives to provide support responses within:

• 6-12 hours during business hours.
• 12-24 hours outside of business hours.

Support requests must be submitted via the ticket system on the Company’s billing platform. Requests made through Discord or other unofficial methods will not be addressed. Support is exclusively provided through the website’s billing system.

Backups

For game hosting services, the Company performs routine backups to ensure data redundancy. These backups are strictly for internal use and are not accessible to Customers. However, Customers can manage their own backups through the Realms Game Panel, with the following provisions:

• 3 free backup slots are provided by default.
• Additional backup slots can be purchased during checkout.

Service Uptime

The Company aims to deliver 99.99% uptime across all services. However, certain factors may result in downtime, including but not limited to:

• Scheduled maintenance.
• Customer errors or misconfigurations.
• Hardware-related issues.
• Abuse, misuse, or violation of the Acceptable Use Policy.

For real-time updates on server status, visit: https://status.realms.host.

Abuse and Acceptable Use Violations

The SLA uptime guarantee explicitly excludes any downtime caused by activities that breach the Company’s or its upstream providers’ Acceptable Use Policies. These include, but are not limited to:

• DDoS attacks originating from the Customer’s service
• Port scanning or network reconnaissance
• Hosting malicious, illegal, or abusive content
• Using services in a manner that causes reputational or operational risk to the provider

In such cases, services may be suspended or terminated without notice, and access to data may be restricted or denied. The Company is under no obligation to reactivate services or restore data following an abuse-related incident.

No refunds, credits, or compensations will be issued for downtime or loss of access due to policy violations.

Hardware Failures:

In the event of hardware failure, the Company will endeavor to replace the faulty component within 72 hours. Delays may occur due to unforeseen circumstances or supply chain issues.

DDoS Protection

The Company provides DDoS protection with up to 7Tbps mitigation capacity, shielding against most common attack types. While reasonable efforts are made to prevent disruptions, the Company cannot be held liable for attacks that surpass its mitigation capacity, provided reasonable preventive measures have been taken.

By using the Company’s services, the Customer acknowledges and agrees to the terms outlined in this Agreement.