Service Level Agreement (SLA) — KlyroNodes

Last Updated: August 12, 2026

This Service Level Agreement ("SLA") establishes the performance commitments, availability guarantees, and credit remedies provided by KlyroNodes to the Client ("You", "Client") for our game hosting, VPS, and node infrastructure services.

1. Provider & Legal Identification

In compliance with Article 10 of Spanish Law 34/2002 (LSSI-CE), the legal operator of KlyroNodes is:

• Commercial Brand: KlyroNodes (klyronodes.com / klyro.gg)
• Legal Controller / Owner: Yara Marin (Individual Entrepreneur / Autónomo)
• Tax ID (NIF): 18482858N
• Registered Address: Calle Princesa 31, Planta 2, Puerta 2, 28008 Madrid, Spain
• Contact Email: support@klyronodes.com
• Applicable Jurisdiction: Courts of Madrid, Spain

2. Infrastructure Scope & Uptime Guarantee

We guarantee a 99.9% Monthly Uptime for our core infrastructure.

What IS Covered by this SLA:

• Physical host node hardware (e.g., Ryzen 9 processors, NVMe storage, RAM).
• Datacenter power, cooling, and core network connectivity.
• Availability and responsiveness of the Calagopus Control Panel and core API endpoints.

What IS NOT Covered (Game-Level Exclusions):

Game server hosting involves third-party code, community mods, and custom configs. The following events do not constitute node downtime and are strictly excluded from SLA credit eligibility:

1. Application & Plugin Crashes: Server halts, boot loops, low Tick-Per-Second (TPS) lag, or Java Out-Of-Memory (java.lang.OutOfMemoryError) crashes caused by server software (Paper, Purpur, Spigot, Forge, Fabric, Bedrock), custom plugins, modpacks, or corrupt world files.
2. Resource Exhaustion: Instance unresponsiveness or degradation caused by exceeding your plan's allocated RAM, CPU thread caps, or NVMe disk space.
3. Client Configuration Errors: Server offline states resulting from user modification of startup arguments, server properties, deleted system files, or improper directory permissions.

3. Service Credit Schedule

If KlyroNodes fails to maintain the 99.9% monthly uptime target on covered infrastructure, the Client is eligible to claim account credits based on the monthly uptime recorded during that billing cycle:

• Credit Limit: Total accumulated SLA credits in a single calendar month shall not exceed 100% of the affected service's monthly subscription fee.
• Form of Credit: Approved credits are issued solely as non-transferable account balance in Euros (€) applied toward future KlyroNodes invoices. Credits hold no cash value and cannot be refunded to external payment methods (PayPal/Stripe).

4. General Exclusions & Force Majeure

Downtime or service degradation caused by any of the following factors will be excluded from all SLA uptime calculations:

• Scheduled Maintenance: Planned updates or node upgrades communicated at least 24 hours in advance via our official status channels or email.
• Emergency Maintenance: Urgent security interventions, zero-day kernel patching, or physical hardware replacements needed to preserve node integrity.
• DDoS Attack Filtering: Transient packet loss or routing latency during the initial seconds while automated volumetric DDoS mitigation rules kick in at the network edge.
• Upstream & Network Backbone Issues: Fiber cuts or external routing outages occurring outside of KlyroNodes’ direct infrastructure control.
• Account Suspension: Unavailability resulting from unpaid invoices, billing disputes, or account suspension due to violations of our Terms of Service (ToS) or Acceptable Use Policy (AUP).

5. Backups and Data Integrity Disclaimer

While KlyroNodes provides automated and manual backup slots within the control panel, the Client is ultimate custodian of their own server data.

Except where explicit managed backup services are purchased, KlyroNodes assumes no financial liability for world file corruption, data loss, or database errors caused by software bugs, drive failures, or user operations. Clients are strongly advised to regularly download off-site backups.

6. Claim Procedure

To submit a valid SLA credit claim:

1. Open a support ticket via the KlyroNodes Billing Portal within seven (7) calendar days of the reported incident.
2. Set the subject line to: "SLA Credit Claim - [Server ID/IP]".
3. Include relevant dates, timestamps, and error output (if available).

Claims will be evaluated against our automated external node monitoring logs within 3 business days.

7. Governing Law & Consumer Rights

This SLA is governed by and construed in accordance with the laws of Spain.

For business clients (B2B), any disputes shall be submitted exclusively to the Courts of the City of Madrid. Consumer rights guaranteed under Spanish Consumer Protection Law (Real Decreto Legislativo 1/2007) and EU Directive 2011/83/EU remain unaffected where applicable.