Service Level Agreement

Scope and availability commitment

This SLA applies to paid Minecraft hosting and Discord bot hosting plans unless the plan description states otherwise. It does not cover free or trial services, downloadable products, setup fees, domain names, or third-party licences.

Hostivo targets a Monthly Uptime Percentage of at least 99.9% for each eligible service separately. Availability means that the hosted service can accept external connections and perform its core function.

How is downtime measured?

Downtime is eligible when the hosted service is completely unreachable externally for at least five consecutive minutes because of a failure within Hostivo-managed infrastructure, networking, power, or the hosting platform.

Hostivo monitoring, network records, and platform logs are the primary measurement sources. Reliable customer evidence will also be considered. Reduced performance alone is not complete downtime, and a control-panel outage does not count when the hosted service remains online.

Exclusions

The following do not count as eligible downtime:

• Scheduled or emergency maintenance required for security and stability.
• Customer files, configuration, code, plugins, mods, or bots.
• Plan-limit violations, excessive resource use, or customer-requested stops and restarts.
• DDoS or other attacks exceeding reasonable protection capacity.
• Internet, datacenter, or third-party failures outside Hostivo's reasonable control.
• The customer's device, connection, DNS, or any network Hostivo does not manage.
• Suspension for non-payment, a customer request, a legal order, or an Acceptable Use Policy violation.
• Force majeure, free or trial services, and continuous interruptions shorter than five minutes.

Service credits

If eligible availability falls below 99.9%, the customer may request a credit against the monthly fee paid for the affected service:

Credits are non-cash and apply to a future invoice. They are based only on the affected service's base recurring fee and exclude taxes, one-time charges, licences, and add-ons. The maximum credit is 25% in one billing cycle.

How to request a credit

Credits are not automatic. The customer must open a ticket within seven calendar days after the affected billing cycle ends. The account must be in good standing and the affected invoice must be paid.

The ticket must include SLA Credit Request, the service ID, the incident start and end times with time zone, and a clear description with available evidence after sensitive information is removed.

Missing the deadline or being unable to verify the incident makes the claim ineligible. To the extent permitted by law, the service credit is the sole remedy for failure to meet this availability commitment.

Support and changes

Support tickets may be submitted at any time, but this does not guarantee a particular response or resolution time unless the plan contains a written commitment. Customers remain responsible for software updates, access security, and appropriate backups.

Hostivo may update this SLA when services, infrastructure, or legal requirements change. The current effective date appears above. If this SLA conflicts with the Terms of Service, the Terms control except for the availability commitment and credit mechanism stated here.