Service Level Agreement

Tapleto Host Ltd. agrees to provide services to the Subscriber, subject to the following (“Terms of Service”). Tapleto Host Ltd., the company here after referred to as, (“Tapleto Host “), (“Us”), (“We”) and The Client, (“Customer”), (“Client”) and (“You”). Use of Tapleto Host Service constitutes acceptance and agreement to AUP (“Acceptable Use Policy”) and ToS (“Terms of Service”). All provisions of this contract are subject to change from time to time at the discretion of Tapleto Host. Subscriber understands that change to the ToS by Tapleto Host shall not be grounds for early contract termination or non-payment.


(“Network”) is defined as all equipment, software and facilities within Tapleto Host’s infrastructure, which includes Tapleto Host’s contracted and leased services outsourced from its providers, which Tapleto Host utilizes to provide its web, game server and voice server hosting services.


(“Service Availability”) refers to the total time in a given calendar month that Tapleto Host’s infrastructure/network is available throughout the internet, provided that the client and its users have established internet connectivity. Tapleto Host takes responsibility for the service availability within its own infrastructure, and what it has control over, however cannot be held liable for issues directly related to external providers, which include bandwidth, software or hardware.

1.2 Service Downtime

(“Service Downtime)” is defined as any unplanned interruption in service availability during which the client is unable to access the rented services as described in preceding section 1.1. Provided that the downtime has been confirmed to have been a result of the fault of an issue within the Tapleto Host infrastructure as confirmed by itself, Tapleto Host will measure the total length of time of the unplanned service downtime during a calendar month for affected clients.


(“Scheduled Service Downtime”) is defined as scheduled interruption of service. Scheduled downtime takes place during a Tapleto Host defined maintenance window, which occurs in conjunction with a 1 hour notice to the client via electronic communication (email). Tapleto Host agrees to schedule its maintenance procedures to take place during times at which clients will be least affected, and to expedite the procedures to reduce downtime incurred.

1.4 Performance Credit

(“Performance Credit”) is defined as the amount credited to a client when 100% service uptime is not met. Tapleto Host will credit the customer 5% of its monthly (pro-rated to monthly if on a term other than monthly) service fee for each 1 hour of service downtime incurred up to 100% of the client’s monthly service (rental) fee. Performance credit, or SLA credit, is issued entirely at the discretion of Tapleto Host and is only applicable should the service downtime be a result of a direct fault of Tapleto Host. Performance credit is NOT applicable in the case of any sort of service attack (DDoS), hardware failure, software failure, or a failure/issue induced by the client themselves.


(“Monitoring Service”) is defined as the service which Tapleto Host provides in order to monitor the status of its infrastructure, which includes networks, individual systems and other services. The monitoring service is provided via Tapleto Host’s monitoring solutions


(“Support Services”) are defined as the services provided by Tapleto Host to assist clients with the management and utilization of the rented services which Host Havoc provides to its clients. Host Havoc agrees that its team and representatives will do its absolute best to assist with any matter involving a direct fault of an item within Host Havoc’s infrastructure; this includes game control panel configurations. Host Havoc cannot guarantee that it will be able to assist in any matter directly related to the software in which it is hosting for its clients, nor anything which its clients add on or change themselves. Any support offered past what involves issues directed at Host Havoc’s infrastructure is provided entirely under the discretion of Host Havoc itself. Generally, this applies to issues with modded/third party content which clients tend to add onto their rented services.

Delivery Policy

This Policy states when your ordered service with Tapleto Host will be delivered. If you order any service with Tapleto Host we guarantee to have it setup as fast we can. Our billing system will automatically activate your ordered service instantly after completing the payment, manual payments may take up to 72 hours to verify the receipting of the payment. WebHosting, VPS Hosting, Game Servers: instantly activated after completing the payment, not later than 24h. Dedicated Servers and other services offered by Tapleto Host (this may include custom deals and special offers) up to 24/48h. No later then 3 days. In some rare cases it might happen that service can not be delivered in given timeframe. Should your service not be setup within the given timeframes, Tapleto Host support will contact you. You may then agree with us to wait more (we will tell you the needed time) or offer a full refund.