Service Level Promise
Last updated:
We aim to be honest about how Ember performs. Below is what we actually guarantee, with the auto-credit mechanic that makes the promise enforceable from your dashboard — no support ticket required to claim.
Wake from hibernation: 3 minutes
When you (or a friend with a wake-share link) resumes a hibernated server, the dashboard's "ready" flip should land within 3 minutes. Wine/Java cold starts on the first wake of a fresh image can occasionally exceed this — when they do, we credit your account automatically:
- Credit = max(5 minutes, 5× the SLA overage), capped at 60 minutes per wake event.
- Credit applies to Group Mode budgets (+minutes) or day-based rentals (+days, rounded up).
- Customer is emailed when the credit is issued; the dashboard's SLA panel shows the running tally.
Server reachability: 99% within an active rental window
Once your server is past the "ready" flip, our health probe runs on a 30-second cadence. If the gap between two successful probes exceeds 5 minutes during a paid window, we treat the gap as an outage and credit it back:
- Credit = 1 minute of Group Mode budget per minute of outage (or 1 day per 24h for day-based, rounded up).
- Credit fires every health-cron tick during an ongoing outage so the running total tracks the actual gap.
For genuinely catastrophic outages (multi-hour Hetzner regional problem, our DB is down, etc.) the auto-credit cap means in-budget time stays sane — we'll issue a real refund through support in those cases.
Provisioning failure: full refund
If we can't get your server up at all (Hetzner API outage at purchase time, region capacity, our config error), the system automatically refunds the full charge after 3 retries fail and emails you. No ticket needed. Provisioning that succeeds and then dies later falls under the reachability guarantee above.
Self-serve refund within 24 hours
Within 24 hours of purchase, with minimal usage (<30 min of Group Mode used or <1 day of day-based elapsed), you can refund yourself directly from the dashboard's Cancel button — no ticket, no wait. Outside this window, refunds remain support-mediated; see Refund Policy.
What this isn't
This is a service-level promise, not an insurance policy. We don't cover:
- Game-side bugs, mod incompatibilities, or game-publisher outages.
- Connectivity issues on your end or between you and our region — our promise covers reachability from the public internet, not your local route to it.
- Data loss caused by uninstalled mods, manual file edits via SSH, or your in-game choices.
How credits work
Auto-credits are time, not money. They extend the active rental directly. If a Group Mode customer prefers cash back (e.g. recurring bad nights of wake times), we'll convert the credit at the original purchase rate — file via support.
We change this page only to add new specific guarantees, never to weaken existing ones. The git history of this file is public.