Effective: February 17, 2026 | Last Updated: September 2, 2026

Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is a policy governing the use of LBC HOSTING ("LBC Hosting") services and applies separately to each account using our services. This SLA applies to all hosting services provided by LBC Hosting, including game server hosting, VPS, website hosting, and application hosting. It should be read in conjunction with our Terms and Conditions.

Unless otherwise provided herein, this SLA is subject to the terms of our Terms and Conditions. We reserve the right to change the terms of this SLA with 30 days' notice, in accordance with the amendment provisions of our Terms and Conditions.

1. Service Availability

   1. LBC Hosting commits to a monthly uptime percentage of 99% for all hosting services. This means that in any given calendar month, total unscheduled downtime will not exceed approximately 7 hours.

   2. Monthly Uptime Percentage is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100. Downtime is measured from the moment a service becomes unavailable until it is restored, as recorded by our monitoring systems.

   3. Downtime begins when LBC Hosting confirms or detects that a service is unavailable, and ends when the service is restored and accessible. Downtime is measured based on server-side monitoring; individual client-side connectivity issues are not included.

2. Unavailability

   1. Our services are billed by the hour, and hours during which a service was unavailable are not counted. Unavailability therefore never reaches your invoice, and there is nothing for you to claim: you are simply not charged for time your service was not running.

   2. Where an incident has caused disruption beyond those unbilled hours, we may grant additional commercial compensation. Such compensation is decided case by case, at our discretion, and follows no fixed scale. Granting it once does not create an entitlement for any subsequent incident.

   3. If you believe that unavailable hours were nonetheless billed to you, contact us at [email protected] within 30 days of the incident. We will check your invoice against our monitoring records and correct it if it is wrong.

3. Exclusions

   1. The uptime commitment does not apply to downtime caused by or related to the following:

      1. Scheduled Maintenance. Planned maintenance windows for which we provide at least 48 hours advance notice via email or status page (https://status.lbc.hosting). We schedule maintenance during low-traffic periods whenever possible.

      2. Emergency Maintenance. Urgent maintenance required to address critical security vulnerabilities or imminent threats to service integrity. We will provide notice as soon as reasonably possible.

      3. Customer Actions. Downtime resulting from user actions, configurations, scripts, or applications that impact service availability, including exceeding resource allocations or running software that causes instability.

      4. Third-Party Failures. Service interruptions caused by factors beyond our reasonable control, including upstream network provider outages, DNS issues, or failures in third-party services not operated by LBC Hosting.

      5. Force Majeure. Events beyond reasonable control, including but not limited to natural disasters, acts of government, telecommunications failures, power outages, cyberattacks, pandemics, or labor disputes.

      6. Suspended Services. Downtime affecting services that have been suspended due to non-payment or violation of our Terms and Conditions or Acceptable Use Policy.

4. Support Response Times

   1. Support response times depend on the support level attached to your service, as described in our Terms and Conditions:

      1. Standard (included with every service): target initial response within 24 to 48 hours.

      2. Priority (paid monthly add-on): target initial response within 12 hours, and weekend coverage within the same daily window.

   2. Response times are measured during business hours (Monday to Friday, 10:00 to 18:00 Europe/Paris), excluding French public holidays. Priority additionally covers Saturdays and Sundays within that same daily window.

   3. We prioritise requests by severity, so an outage is picked up ahead of a general question received at the same time. We do not commit to a resolution time: how long a fix takes depends on the cause, and some causes sit with our upstream providers rather than with us.

   4. These are response targets, not guarantees. Missing one does not give rise to compensation, and they are not subject to the unavailability provisions of this SLA.

5. Network Performance

   1. Our infrastructure is hosted at the OVH Gravelines data center in France, which provide enterprise-grade network connectivity. We target the following network performance standards:

      1. Network Uptime: 99% availability of network connectivity.

      2. DDoS Protection: All services benefit from OVH's built-in anti-DDoS infrastructure, which provides automatic mitigation of volumetric attacks.

      3. Bandwidth: Network bandwidth is allocated according to your service plan. We do not impose artificial bandwidth throttling beyond the specifications of your chosen plan.

   2. Network performance may vary based on factors outside our control, including internet routing, peering arrangements, and geographic distance between you and our data centers.

6. Data Protection

   1. While LBC Hosting takes reasonable measures to protect the data stored on our servers, you are ultimately responsible for maintaining independent backups of your data. Our data protection measures include:

      1. Encryption. Data in transit is encrypted using TLS 1.3.

      2. Access Controls. Administrative access is secured via SSH key-based authentication and multi-factor authentication (MFA).

      3. Infrastructure Certifications. Our infrastructure provider (OVH) maintains ISO 27001, SOC 1, SOC 2, and HDS certifications.

   2. LBC Hosting is not liable for data loss resulting from user actions, security breaches caused by user negligence, or events covered under the Exclusions section of this SLA. For more information about how we handle your data, please refer to our Privacy Policy.

7. Contact Information

   1. For SLA-related inquiries, billing questions about unavailable hours, or to report service issues, please contact us:

      Email: [email protected]

      Telephone: +33 04 76 08 23 10

      Postal address: LBC HOSTING, , , France

      Status Page: https://status.lbc.hosting

   2. For real-time service status and incident updates, please visit our status page at https://status.lbc.hosting.