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KiwiNode Service Level Agreement (SLA)

Last Updated: February 2026
Company: Kiwy Limited (“Kiwy”, “we”, “our”, or “us”) (NZBN: 9429053406897)
Service: KiwiNode Hosting (“KiwiNode”, “Service”)

This Service Level Agreement (“SLA”) outlines KiwiNode’s commitments for game server hosting services. This SLA forms part of the Terms of Service and applies only to paid game server hosting services. Continued use constitutes acceptance of these terms.

1. Scope of Coverage

This SLA applies to the following KiwiNode services:

Not Covered:

  • Beta or test environments
  • Reseller accounts not directly contracted with KiwiNode
  • Third-party platforms or services

2. Definitions

2.1 Downtime

Downtime is a period when the Customer’s game server is unreachable or non-functional due to:

  • Node or host server failure
  • Network unreachability at KiwiNode’s infrastructure
  • Power or hardware failure affecting your game server

Scheduled maintenance, customer-caused issues, or external factors are not counted as downtime.

2.2 Availability

Availability (%) is calculated per calendar month as:
Availability = (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100

2.3 Scheduled Maintenance

Pre-planned maintenance announced via website, email, or control panel. Scheduled maintenance does not count as downtime.

2.4 Internal Monitoring

All uptime and downtime measurements are based solely on KiwiNode’s internal monitoring systems. Third-party monitors are excluded.

3. Guaranteed Service Levels

3.1 Game Server Uptime

  • KiwiNode targets 99% uptime for all game servers.
  • Uptime refers to server accessibility via IP and control panel functionality.
  • Downtime during unscheduled outages is eligible for SLA credit.

3.2 DDoS Mitigation

DDoS protection is provided on a best-effort basis. Outages caused by large or atypical attacks may exceed mitigation capacity and are included in downtime calculations if they make servers unreachable.

4. Exclusions from SLA Coverage

Downtime not eligible for SLA credit includes:

  • Scheduled maintenance
  • Customer-caused issues (misconfiguration, scripts, excessive resource use, self-DDoS)
  • Force majeure (natural disasters, government action, infrastructure failure outside KiwiNode control)
  • External network issues outside KiwiNode infrastructure
  • Beta or test environments
  • Third-party dependencies

5. SLA Compensation

5.1 Credit Calculation

  • For eligible unscheduled downtime, KiwiNode will provide a credit of 5% of the monthly service fee for each 30 minutes of verified downtime.
  • Credits apply only to the affected service.

5.2 Compensation Cap

  • Maximum total credit per month: 50% of the monthly cost paid for the service, whichever is lower.
  • Credits have no cash value and are non-transferable.

5.3 Claim Submission

To request an SLA credit:

  1. Open a ticket within 7 days of the downtime.
  2. Include date, time, affected service ID, and description of impact.
  3. KiwiNode verifies downtime using internal monitoring. Decisions are final.

6. SLA Limitations

This SLA is the Customer’s exclusive remedy for downtime. It does not apply to:

  • Add-ons or free services
  • Services without a recurring fee

7. General Terms

  • KiwiNode may modify or improve infrastructure without notice.
  • SLA credits do not stack unless individually eligible.
  • SLA does not apply if the Customer violates the Terms of Service.
  • SLA applies only to the directly contracted Customer.

© 2026 Kiwy Limited