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
Service Credit Eligibility
If you experience qualifying downtime, you may be eligible 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 for qualifying incidents are not automatic. You must submit a request, and claims are reviewed under this SLA and its exclusions.
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 Service Credits
- • 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, if eligible, apply credit to your account
- • 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 reviewed: July 27, 2026
This Service Level Agreement applies to all users of Hosting Haven services. When this policy is updated, the revised version will be posted on this page with an updated review date.