Service Level Agreement

Last updated: October 1, 2026

This SLA describes our uptime goal and what we do when we miss it. It applies to paid Minecraft hosting services.

1. Uptime target

We target 99.9% monthly availability of the node and network your server runs on. Uptime is measured per calendar month.

2. What does not count as downtime

• Scheduled maintenance announced at least 24 hours in advance on Discord, email or our status page.
• Emergency maintenance needed to fix a security issue.
• Attacks that exceed what our protection can mitigate, and outages of networks or providers outside our control.
• Problems caused by your plugins, mods, settings or resource use, such as crashes, lag or running out of RAM.
• Your own network, device or internet connection.
• Suspensions caused by unpaid invoices or breaking our policies.

3. Service credits

If monthly uptime falls below our target, you can claim a credit on your next invoice:

• Below 99.9% but at least 99.0%: 5% of the monthly fee
• Below 99.0% but at least 95.0%: 10% of the monthly fee
• Below 95.0%: 25% of the monthly fee

4. How to claim

Open a ticket within 7 days of the incident with your server details and the time of the downtime. Credits are applied as account balance and are not paid out in cash. Credits are your sole remedy for downtime.

5. Support

We aim to answer tickets within 24 hours, and usually much faster on Discord when the team is online. Response times are goals, not guarantees.

6. Status

Incidents and maintenance are posted on our status page and Discord.