Runic Hosting is designed for reliable hosting, but no internet service is outage-proof. Unless a product order explicitly includes an uptime SLA or credit schedule, there is no automatic uptime percentage or automatic cash refund.
Scope
This Policy applies to Runic Hosting game-server hosting, customer-accessible game-panel services and related infrastructure supplied as part of a paid Service. Website-only issues that do not affect the purchased server are not normally treated as game-server downtime.
Availability
We aim to keep paid Services available continuously except for maintenance, faults, attacks and events outside reasonable control. Availability can be affected by hardware, networking, datacenter power, upstream carriers, DDoS mitigation, operating systems, control panels, game publishers and game-server software.
If a product includes a specific uptime target, service credit or response commitment, the product-specific terms shown at checkout override the general rule in this Policy for that Service.
Maintenance
We may perform maintenance to patch security issues, update infrastructure, replace failing hardware, improve capacity or maintain the panel and network. Planned maintenance that is reasonably expected to interrupt customer servers will be announced in advance when practical.
Emergency maintenance may occur without advance notice when delay would create a security, integrity or availability risk. We will work to minimize the duration and affected scope.
Incidents and upstream events
When a material incident affects customers, we will use reasonable efforts to identify the affected service, restore operation and communicate useful status information. Root-cause detail may be limited while an incident is active or where disclosure would create a security risk.
Events caused by datacenter infrastructure, carriers, payment services, game publishers, DNS providers or other upstream services may be outside direct control, but the provider remains responsible for coordinating the hosting response available to us.
DDoS and malicious traffic
The selected Los Angeles, CA launch network includes ddos protection included on all ips. This protection is intended to reduce the effect of malicious traffic, not guarantee immunity from every attack.
Very large, novel or sustained attacks may still cause temporary filtering, null-routing, IP changes, packet loss or downtime. We may move or isolate an attacked Service when needed to protect other customers and the network.
Backups and restore
Where backup access is included, we will provide the backup tools or schedules described for the Service. A successful backup job does not guarantee that every file is complete or that every third-party mod/database state is internally consistent. Customers should maintain independent copies of important worlds and saves.
Restore operations can overwrite current data. We may require confirmation before a destructive restore and may decline to perform a restore when the requested action would create an obvious integrity or security problem.
Service credits
Unless your product includes a written SLA, outage credits are discretionary. If we offer a credit, it is normally account credit applied to future Runic Hosting hosting rather than a cash payment. A discretionary credit does not modify the Terms or create a continuing SLA for future incidents.
Where a written product SLA exists, credit requests must be submitted within the period and with the evidence stated in that SLA. Credits are the sole contractual remedy for an SLA miss unless applicable law requires otherwise.
Customer-caused issues
The following are not normally treated as Runic Hosting infrastructure downtime: unsupported mods/plugins, corrupted customer saves, misconfiguration, customer-requested restarts/reinstalls, exhausted purchased resources, bans or failures imposed by a game publisher, invalid DNS controlled by the customer, or attacks caused by customer activity that violate the Acceptable Use Policy.
Support may still help diagnose these issues, but they do not automatically create refund or credit eligibility.
Support during incidents
Check the Service Status page before opening duplicate tickets for a broad outage. For a server-specific problem, contact support with the service identifier, approximate start time and any relevant error message. Urgent security or abuse issues can be emailed to gamerpulsegg@outlook.com.