Service Level Agreement

Last updated: March 14, 2026

1. Uptime Guarantee

HypHosting guarantees 99.9% monthly uptime for all paid hosting services. This means no more than approximately 43 minutes of unplanned downtime per month.

Uptime is measured as: (total minutes in month - downtime minutes) / total minutes in month × 100.

2. What Counts as Downtime

• Server is unreachable or unresponsive for more than 5 consecutive minutes
• Control panel is inaccessible

Note: Only infrastructure-level issues count as downtime. If your server crashes due to plugins, mods, or misconfiguration on your end, that is not considered downtime under this SLA.

3. Exclusions

The following situations do not count against the uptime guarantee:

• Scheduled maintenance (announced at least 24 hours in advance)
• DDoS attacks beyond our mitigation capacity
• Customer actions (misconfigurations, resource abuse)
• Force majeure (natural disasters, power grid failures, etc.)
• Third-party service outages (Mojang API, DNS providers)
• Beta or free-tier services

4. Compensation

If we fail to meet the uptime guarantee, you are entitled to service credits based on the actual monthly uptime:

Monthly Uptime	Service Credit
99.0% – 99.9%	10% of monthly fee
95.0% – 99.0%	25% of monthly fee
90.0% – 95.0%	50% of monthly fee
Below 90.0%	100% of monthly fee

Credits are applied to the next billing cycle. The maximum credit is 100% of one month's fee. Credits are not refundable as cash.

5. How to Claim

• Submit a support ticket within 7 days of the incident
• Include: date and time of the outage, affected server(s), and a description of the issue
• We will verify the claim against our monitoring data
• Credits are applied within 5 business days of approval

6. Monitoring

We monitor all hosting nodes 24/7 using automated health checks. Current uptime statistics are available on our status page. Infrastructure monitoring runs every 5 minutes.

7. Remedies

• This SLA is your sole and exclusive remedy for downtime
• SLA credits do not apply to accounts with outstanding balances
• We reserve the right to modify this SLA with 30 days notice

8. Contact

For SLA claims or questions, contact us at [email protected].