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

Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is a policy governing the use of LBC Hosting (Les Bras Casses) 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 99.9% for all hosting services. This means that in any given calendar month, total unscheduled downtime will not exceed approximately 43 minutes.

   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. Service Credits

   1. If LBC Hosting fails to meet the 99.9% uptime commitment in a given calendar month, affected users are eligible for service credits according to the following schedule:

      1. 99.0% – 99.89% uptime (up to ~7.3 hours downtime): 10% credit of the affected service's monthly fees.

      2. 95.0% – 98.99% uptime (up to ~36.5 hours downtime): 25% credit of the affected service's monthly fees.

      3. 90.0% – 94.99% uptime (up to ~73 hours downtime): 50% credit of the affected service's monthly fees.

      4. Below 90.0% uptime (more than ~73 hours downtime): 100% credit of the affected service's monthly fees.

   2. Service credits are calculated based on the monthly fees for the specific service that experienced downtime, not the total account billing. Credits will be applied to your next monthly invoice as a reduction in charges.

   3. The maximum total service credit for any single calendar month shall not exceed 100% of the monthly fees for the affected service during that month. Service credits are not refundable for cash and may not be transferred or applied to other services or accounts.

3. Exclusions

   1. The uptime guarantee and service credits do 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. LBC Hosting provides customer support through our helpdesk and communication channels. We classify support requests by severity and target the following response times:

      1. Critical (service completely unavailable): Target initial response within 1 hour, resolution target within 8 hours.

      2. High (service degraded but partially functional): Target initial response within 4 hours, resolution target within 24 hours.

      3. Medium (non-urgent issue affecting functionality): Target initial response within 12 hours, resolution target within 72 hours.

      4. Low (general questions, feature requests): Target initial response within 24 hours, resolution on a best-effort basis.

   2. Response times are measured during business hours (Monday to Friday, 9:00 AM to 6:00 PM CET), excluding French public holidays. Critical issues outside business hours are monitored and addressed as soon as reasonably possible.

   3. These response time targets represent our best efforts and are not subject to service credits. We are committed to meeting or exceeding these targets for the majority of support requests.

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: 99.9% 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. How to Request Service Credits

   1. To request service credits under this SLA, you must submit a request to our support team at [email protected] within 30 days of the downtime event. Your request must include:

      1. Your account details (email address, username).

      2. The affected service(s) and server(s).

      3. The date(s) and approximate time(s) of the downtime.

      4. A brief description of the impact on your use of the service.

   2. LBC Hosting will review the request and verify the downtime against our monitoring records. We will notify you of the outcome within 14 days of receiving your request. If the claim is approved, the credit will be applied to your next monthly invoice.

   3. Failure to submit a credit request within the 30-day period will result in forfeiture of the credit for that incident.

7. 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. Data at rest benefits from disk-level encryption on OVH infrastructure.

      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.

8. Contact Information

   1. For SLA-related inquiries, service credit requests, or to report service issues, please contact us:

      Email: [email protected]

      Telephone: +33 04 76 08 23 10

      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.