Service Level Agreement
Minestone Hosting
Last updated: April 16, 2026
This Service Level Agreement (“SLA”) spells out what you can expect from Minestone Hosting (“we,” “our,” “us”) when you use our Minecraft and game server hosting services (“Services”). If you use our Services, you’re agreeing to these terms.
1. Uptime Guarantee
We promise 99.9% uptime for all active game server hosting each month, not counting any planned maintenance or issues we simply can’t control.
- 99.9% Uptime: No more than 43 minutes and 49 seconds of unplanned downtime per calendar month.
- Downtime Definition: Downtime is measured when your server is unreachable from our network for more than 5 consecutive minutes.
- Monitoring: Downtime is measured using our internal monitoring systems and logs.
2. Support Response Times
We aim to respond to support requests within the following timeframes:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Full server outage or billing issue preventing access. | Within 1 hour |
| High | Performance degradation, repeated crashes, or control panel issues. | Within 4 hours |
| Normal | General support questions, configuration assistance, or feature requests. | Within 24 hours |
Support requests may be submitted through the ticket system or official Discord server. Response times apply 24/7 unless otherwise announced.
3. Scheduled Maintenance
- Scheduled maintenance will be announced at least 24 hours in advance whenever reasonably possible.
- Scheduled maintenance windows do not count toward uptime calculations.
- Emergency maintenance may be performed without advance notice if necessary to protect service stability or security.
4. Exclusions
The uptime guarantee does not apply to downtime caused by:
- Customer actions, including misconfiguration, deleted files, or unsupported modifications.
- Software or plugins installed by the customer.
- Third-party services, including Mojang, Microsoft, Cloudflare, payment processors, or upstream datacenter providers.
- Distributed denial of service (DDoS) attacks, network attacks, or other malicious activity outside our direct control.
- Force majeure events including natural disasters, power failures, war, or government action.
- Suspension or termination of service for violations of our Terms of Service.
5. Service Credits
If we fail to meet the 99.9% uptime guarantee in a given calendar month, eligible customers may request a service credit.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% of the monthly service fee |
| 95.0% – 98.99% | 25% of the monthly service fee |
| Below 95.0% | 50% of the monthly service fee |
6. Requesting a Credit
- Requests for service credits must be submitted within 7 days of the end of the affected month.
- Requests must include your account email, server ID, and a description of the outage.
- Approved credits will be applied to your account balance and may not be redeemed for cash.
7. Backup and Data Responsibility
While Minestone Hosting may provide backup functionality, customers are responsible for maintaining their own backups of server data, worlds, plugins, and configurations.
- We are not liable for loss of data resulting from customer actions, plugin issues, or unforeseen technical failures.
- Backups should be verified regularly by the customer.
8. Modifications to This SLA
We may update this SLA from time to time. Material changes will be posted on our website and may be communicated by email or through the client area.
If you have questions regarding this SLA or wish to request a service credit, please contact us through the support ticket system.
Thank you for choosing Minestone Hosting.