Infrastructure & SLA
This page covers Mamba Panel’s hosted infrastructure, uptime commitments, and how we communicate incidents.
Platform Uptime
Section titled “Platform Uptime”Hosted Mamba Panel SLA
Section titled “Hosted Mamba Panel SLA”| Plan | Target Uptime | Support Response |
|---|---|---|
| Starter | 99.5% monthly | 24-hour email response |
| Professional | 99.9% monthly | 8-hour priority response |
| Enterprise | 99.99% monthly | 2-hour dedicated response |
Uptime applies to the Mamba Panel dashboard and API. It does not cover:
- Third-party integrations (PayPal, Stripe, Pterodactyl)
- Your own infrastructure (game servers, VPS nodes)
- Scheduled maintenance windows
Self-Hosted Deployments
Section titled “Self-Hosted Deployments”If you self-host Mamba Panel, uptime depends on your own infrastructure. We provide:
- Regular security updates
- Documentation for high-availability deployments
- Enterprise support for architecture guidance
Status Monitoring
Section titled “Status Monitoring”Status Page
Section titled “Status Page”Monitor platform health at our public status page:
- Component status (Dashboard, API, Billing, Integrations)
- Real-time incident updates
- Historical uptime statistics
- Scheduled maintenance announcements
Subscribe via email, RSS, or webhook for instant notifications.
Dashboard Indicators
Section titled “Dashboard Indicators”Within your Mamba Panel dashboard:
- System health banner shows active incidents
- Integration status shows connectivity to Pterodactyl, payment gateways
- Real-time alerts for configuration issues
Maintenance Windows
Section titled “Maintenance Windows”Scheduled Maintenance
Section titled “Scheduled Maintenance”- Regular maintenance: Tuesdays 02:00–04:00 UTC
- Announcement: At least 48 hours in advance
- Notification channels: Status page, email, Discord
Emergency Maintenance
Section titled “Emergency Maintenance”Critical security patches may require immediate deployment:
- Notice provided as early as possible
- Status page updated in real-time
- Post-maintenance summary provided
Enterprise Custom Windows
Section titled “Enterprise Custom Windows”Enterprise customers can request:
- Custom maintenance schedules
- Advance coordination for major updates
- Dedicated migration windows
Incident Response
Section titled “Incident Response”Our Process
Section titled “Our Process”- Detection: Automated monitoring detects anomalies (error rates, latency, availability).
- Triage: On-call team assesses severity and impact within 15 minutes.
- Communication: Status page updated, notifications sent to affected customers.
- Mitigation: Team works to restore service; updates posted every 30 minutes.
- Resolution: Service restored, incident marked resolved with summary.
- Post-Mortem: Root cause analysis shared for major incidents.
Severity Levels
Section titled “Severity Levels”| Level | Impact | Response Time |
|---|---|---|
| Critical | Platform unavailable | Immediate |
| High | Major feature degraded | 30 minutes |
| Medium | Minor feature affected | 2 hours |
| Low | Cosmetic/edge case | Next business day |
Your Infrastructure Responsibilities
Section titled “Your Infrastructure Responsibilities”As a hosting provider using Mamba Panel, you’re responsible for:
Pterodactyl/Game Server Infrastructure
Section titled “Pterodactyl/Game Server Infrastructure”- Node availability and performance
- Game server provisioning capacity
- Backup and disaster recovery
VPS Infrastructure
Section titled “VPS Infrastructure”- Proxmox/Virtualizor availability
- VM template maintenance
- Network and storage reliability
Payment Gateway Accounts
Section titled “Payment Gateway Accounts”- PayPal/Stripe account standing
- Webhook endpoint availability
- Payment dispute handling
Customer Support
Section titled “Customer Support”- First-line customer assistance
- Custom configuration support
- Community management
Data & Security
Section titled “Data & Security”Data Protection
Section titled “Data Protection”- Encryption: All data encrypted at rest (AES-256) and in transit (TLS 1.3).
- Backups: Daily automated backups with 30-day retention.
- Location: Data hosted in SOC 2 compliant facilities.
- Access: Role-based access control, audit logging for sensitive actions.
Security Practices
Section titled “Security Practices”- Regular penetration testing
- Dependency vulnerability scanning
- Security updates applied within 24 hours of disclosure
- Bug bounty program for responsible disclosure
Data Portability
Section titled “Data Portability”Export your data anytime:
- Customer records (CSV/JSON)
- Transaction history
- Support ticket archives
- Configuration backups
SLA Credits
Section titled “SLA Credits”Eligibility
Section titled “Eligibility”If we fail to meet the uptime SLA due to platform issues:
- Submit credit request within 14 days of incident
- Include incident timestamp and impact description
- Credits apply to future invoices (no cash payouts)
Credit Calculation
Section titled “Credit Calculation”| Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| 90.0% - 95.0% | 50% |
| Below 90.0% | 100% |
Exclusions
Section titled “Exclusions”Credits do not apply for:
- Your own infrastructure issues
- Third-party service outages
- Scheduled maintenance
- Force majeure events
- Customer-caused issues
Contact & Escalation
Section titled “Contact & Escalation”| Situation | Contact |
|---|---|
| General support | support@mambapanel.io |
| Billing questions | billing@mambapanel.io |
| Security issues | security@mambapanel.io |
| Enterprise escalation | Your dedicated account manager |
| Platform status | Status page (subscribe for updates) |
Enterprise Options
Section titled “Enterprise Options”Enterprise customers receive:
- Dedicated account manager
- Custom SLA terms
- Private Slack/Discord channel
- Quarterly business reviews
- Early access to new features
- Custom integration support
Contact sales@mambapanel.io to discuss Enterprise requirements.