MC-Node Service Level Agreement (SLA)

Availability per service

MC-Node sets a monthly availability target for each service. This is a target, not a guarantee that a service will never go down. If a service misses its target, you can request service credit.

In a 30-day month, 99.9% means at most about 43 minutes of unavailability, 99.5% about 3 hours and 36 minutes, and 99.0% about 7 hours and 12 minutes.

Services and components that are not listed in this table, such as domain names and the VPS panel, are not covered by a target. Separate options and add-ons, such as extra IP addresses, licenses and MC CDN, are not covered by a target of their own either.

Measured availability, August 10 through November 7, 2026

This is what MC-Node measured from August 10 through November 7, 2026. Every measured interruption of roughly one minute or longer is included, even if it was shorter than the 5 minutes that count toward service credit. Figures for each individual server are live at status.mc-node.net. The figures are rounded down.

For each group, this is the average across all servers in that group, weighted by measurement time. An individual server may come out lower. You can find the figures per server at status.mc-node.net.

We use ping to measure whether the servers themselves (nodes and hosts) are reachable. We do not measure whether each individual game server, bot or VPS is working, nor outages in which a server stays reachable but runs slower or with limited functionality. Data up to October 6, 2026 comes from our previous monitoring service.

How we measure availability

• Our monitoring is the basis. We assess availability with our own monitoring, from a location outside our data center. We check servers and the network every 30 seconds by ping, and the web hosting server, the website and the panels every 60 seconds via HTTP. If you have data that shows something different, include it with your request; we will take it into account in our assessment.
• Available means: for game servers, Discord bots, VPS and web hosting, that the server your service runs on (the game node, the VPS host or the web hosting server) is reachable over the internet; for dedicated servers and colocation, that our network is reachable, measured at our edge router. If your service ran on more than one server during a month, the server it was running on at that moment is what counts. We do not measure whether the software in your service works, such as your game, your bot, your website or the operating system of your VPS.
• An interruption counts if it lasts longer than 5 consecutive minutes.
• Availability = (time in the month − excluded time − unavailable time) ÷ (time in the month − excluded time), per service per calendar month in Netherlands time (CET/CEST). Excluded time is time that falls under 'What does not count'.
• If a component appears unreachable because of a problem at our measurement location itself, for example because all components appear unreachable at the same time while they are actually working, this does not count as unavailability.
• If a component was not measured for a period of time, that time only counts as unavailable if our logs or incident alerts show that it was unreachable.
• If a node or our network becomes unreachable, this automatically appears on status.mc-node.net. There you can also see the availability of each server over the past 90 days.

Service credit if a service misses its target

If the availability of your service falls below the target in a calendar month, you can request service credit. The service credit is a percentage of that service's monthly price.

How to request service credit

1. Open a ticket within 14 days after the end of the calendar month. If you are a consumer, we will also process a later request, up to 12 months after the end of that month.
2. State which service it concerns and the date and time of the interruption. If you have your own monitoring data, include it.
3. We check your request against our measurements and let you know the outcome in the ticket.

Conditions

• At the time of your request, you have no overdue unpaid invoices, and the service was not suspended during the interruption.
• Per service per calendar month, the service credit is at most 25% of the monthly price, even if there were several interruptions. You receive service credit only once for the same interruption.
• The monthly price is the amount you pay for the service, including configurable options and after discounts, converted to one month, excluding one-time fees and separate add-ons.
• The service credit is added to your customer account with MC-Node and is automatically applied to your next invoice. It cannot be exchanged for cash and is not transferable. Unused service credit expires when your customer account is closed.
• If you are a business customer, service credit is the only compensation for a missed target, except in the case of intent or deliberate recklessness on the part of MC-Node. Any service credit you receive for an interruption is deducted from any damages for that same interruption.
• If you are a consumer, your statutory rights remain unaffected.

What does not count

The following situations do not count as unavailability:

• Scheduled maintenance that we announced on status.mc-node.net at least 24 hours in advance, and emergency maintenance within the limits set out under Maintenance below.
• DDoS attacks that exceed the capacity of the DDoS filtering at that location, application-layer attacks that the filtering cannot distinguish from normal traffic, and measures we take to protect the network or other customers, such as temporarily blocking (null-routing) or limiting traffic.
• Causes on your side: your configuration, your own software, mods, plugins or scripts, exceeding the limits of your plan (such as RAM, CPU or storage), restarts, reinstalls or backup restores carried out by you, and the consequences of login credentials leaked on your side.
• Third-party services, such as the Mojang and Microsoft login services, Steam, the Discord API, game updates from publishers, payment providers and domain registries.
• Power or network outages at a data center and outages at transit providers, insofar as we could not reasonably have prevented them. A fault in the (rented) server your service runs on does not fall under this and does count.
• Services that have been suspended or restricted under the Terms and Conditions, for example because of an unpaid invoice or abuse.
• Force majeure, as described in Article 13 of the Terms and Conditions.
• Free services, trial and test services, and features in beta.

Maintenance

• Scheduled maintenance is only excluded if we announced it on status.mc-node.net at least 24 hours in advance. Where possible, we schedule it outside peak hours.
• Emergency maintenance: only maintenance to remove an acute security risk counts as emergency maintenance, for example a critical vulnerability that has to be patched immediately, and only if we report it on the status page no later than when it starts. Per service, a maximum of 4 hours of emergency maintenance per calendar month is excluded; anything beyond that counts as unavailability.
• Repairs are not maintenance. Fixing an outage, such as restarting a server that has frozen, counts as unavailability.
• The game panel makes a backup every night between 00:55 and 01:20 (Netherlands time) and may be briefly unreachable during that time. Your game servers keep running as normal.

Backups per service

Below is what MC-Node does for backups, per service. This is a description of how we work, not an agreement on guaranteed backups: Article 7 of the Terms and Conditions continues to apply. MC-Node does not guarantee backups, and you are responsible for keeping your own copy of important data.

• A backup can fail or be incomplete. That is why you should keep your own copy of important data outside MC-Node.
• Once a service has been terminated, its backups can no longer be restored.

Support and response times

• Tickets can be opened at any time in the client area. The target is a first response to every ticket within 24 hours, including weekends.
• Measured: in the past 30 days (October 9 through November 7, 2026), half of the answered tickets received a first response within 10 minutes and 96% within one hour. Outside office hours too: since October 2, 2026, 93% of answered tickets received at night and 95% of those received on weekends got a first response within one hour.
• AI assistance: the first response to a ticket may come from our AI ticket assistant. If your ticket needs a staff member, a staff member takes over.
• Outages: if a node or our network becomes unreachable, you will automatically see this on status.mc-node.net and in the #server-status channel on our Discord server. You don't need to open a ticket for that.
• Chat: the chat on our website gives instant answers via an AI assistant. If you need a staff member or your question is about your own service, please open a ticket.
• Response times are targets. No service credit applies to them.

Network, locations and DDoS protection

MC-Node is a Dutch hosting provider (Dutch Chamber of Commerce/KvK 77091248), operating since 2019.

• Our network has its own IPv4 and IPv6 addresses, two edge routers and connections to multiple transit providers.
• No filtering stops every attack. Attacks that exceed the filtering capacity fall outside the targets of this SLA.
• Our monitoring runs from a location outside our data center. The status and the availability of each server over the past 90 days are public at status.mc-node.net.

Terms and Conditions, effective date and changes

• This SLA (version 1.0, last updated November 7, 2026) applies from December 1, 2026. Until that date, the availability provisions in Article 6 of the Terms and Conditions apply.
• This SLA forms part of our Terms and Conditions (PDF, in Dutch). For availability, measurement, maintenance and service credit, only this SLA applies; for everything else, the Terms and Conditions take precedence.
• This page is an English translation. The SLA and the Terms and Conditions are drawn up in Dutch; in the event of any difference, the Dutch version prevails.
• If you have made other written agreements with MC-Node, for example in a quote, those take precedence.
• The liability provisions in the Terms and Conditions continue to apply, together with the deduction of service credit described above under Service credit.
• If you are a consumer, your statutory rights remain unaffected. If you live in another country, you also keep the protection of the mandatory rules of that country's law.
• This SLA applies to services you purchase directly from MC-Node.
• We may change this SLA. We will notify you of any change that is to your disadvantage at least 30 days in advance, by email and on this page. If you are a consumer and a change leaves you materially worse off, you can cancel your service free of charge with effect from the date of the change. A change does not take effect in the middle of a calendar month.

Frequently asked questions