Service Level Agreement
This Service Level Agreement (SLA) defines the performance standards and service commitments that Hosting Haven provides to our customers. This agreement outlines our uptime targets, response times, and compensation policies for our game server hosting services.
Uptime Targets
Game Servers
Monthly uptime target for game server instances
Control Panel
Monthly uptime target for management dashboard
Network Infrastructure
Monthly uptime target for core network services
Support System
Monthly uptime target for ticket and Discord support
Note: These are targets, not guarantees. Actual uptime may vary due to maintenance, hardware issues, or external factors beyond our control.
Support Response Times
Critical Issues
Service completely unavailable
High Priority
Significant service degradation
Normal Priority
General questions and requests
Service Credits & Compensation
Guaranteed Compensation
If you experience qualifying downtime, you are guaranteed to receive account credit based on what you paid for the affected service during that billing cycle:
- Extended downtime (over 6 hours): 25% credit of monthly service cost
- Major service failures (over 12 hours): 50% credit of monthly service cost
- Critical outages (over 24 hours): 100% credit of monthly service cost
Example: If you pay $10/month for a service and experience 8 hours of downtime, you'll receive a $2.50 credit (25% of $10).
Important: Credits are guaranteed for qualifying incidents but are not automatic. You must submit a request to receive your credit.
Credit Claim Limitations:
- • One claim per month: You can only submit one credit claim per calendar month
- • Multiple incidents: If multiple incidents occur in one billing cycle, you'll receive credit for the most severe incident that's occured up to the claim (within 7 days)
- • Multiple services: You can claim credits separately for each affected service
Multi-Month Billing Cycles:
For billing cycles longer than one month, credits are calculated based on the monthly equivalent cost.
Example: You pay $30 for a 3-month plan ($10/month equivalent). If you experience 8 hours of downtime, you'll receive a $2.50 credit (25% of the $10 monthly equivalent).
How to Claim Your Guaranteed Credit
- • Open a support ticket with "SLA Credit Request" in the subject
- • Include details about the downtime experienced
- • Requests must be submitted within 7 days of the incident
- • We will verify the downtime and apply your guaranteed credit
- • Credits are applied to your account balance within 48 hours
SLA Exclusions
This SLA does not apply to downtime caused by:
- • Scheduled maintenance (with 24-hour advance notice)
- • Emergency security updates or patches
- • Issues caused by your applications, scripts, or configurations
- • Third-party service failures beyond our control
- • DDoS attacks or other malicious activities
- • Force majeure events (natural disasters, government actions, etc.)
- • Suspension due to Terms of Service violations
Monitoring & Transparency
Real-time Status
Check our status page for live service monitoring and incident reports.
status.hostinghaven.us →SLA Support
For SLA-related questions or to request service credits:
Last updated: July 17, 2025
This Service Level Agreement is effective immediately and applies to all users of Hosting Haven services. We are required to email you upon updates to this agreement, and outly exactly what was changed, why it was changed, and how it affects you.