SERVICE LEVEL AGREEMENT

This Service Level Agreement ("SLA") describes HytaleHosting.net's ("HytaleHosting," "we," "us," "our") availability targets and the remedy that may be available if we fail to meet them, subject to the exclusions below. This SLA applies only to paid Services offered through HytaleHosting.net that are explicitly covered by this SLA.

This SLA is part of our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Availability Target

We aim to provide reliable availability for our hosting services. Because online infrastructure can be affected by many factors, we do not guarantee uninterrupted service. However, for eligible Services, we will use commercially reasonable efforts to meet the availability target below.

Monthly Availability Target (Service-Level)

For covered Services, our target is 99.9% monthly availability, measured per service instance (for example, per hosted server instance tied to your account).

Calculation

Availability (%) = ((Total minutes in the month – Qualifying downtime minutes) / Total minutes in the month) × 100

2. What Counts as Downtime

Qualifying downtime means periods when the covered Service is unavailable to you due to issues within our control.

Downtime typically does not include partial degradation (for example, reduced performance) unless the Service is effectively unusable.

3. Exclusions (What's Not Covered)

The following are excluded from downtime calculations and SLA credits:

• Planned maintenance, upgrades, or infrastructure work (see Section 4)
• Emergency maintenance needed to protect systems, prevent data loss, or address security/hardware risks
• Issues caused by your actions or configuration, including mods/plugins, custom files, scripts, corrupted worlds, or unsupported software
• Issues caused by third-party services not controlled by HytaleHosting (registries, upstream providers, external APIs, game platform outages, etc.)
• Network conditions outside our control, including ISP routing issues between you and our network
• DDoS attacks or other malicious activity beyond our reasonable mitigation capabilities (see Section 5)
• Force majeure events (natural disasters, power grid failures, acts of government, war, widespread internet outages, etc.)
• Downtime resulting from account suspension/termination, non-payment, or enforcement of our Terms / Acceptable Use rules
• Downtime during beta, preview, trial, or experimental features explicitly labeled as such

4. Maintenance Policy

Scheduled Maintenance

We may perform scheduled maintenance that could affect availability. When reasonably practical, we will provide notice (for example, via the site, dashboard, email, or another channel we use). Scheduled maintenance is excluded from qualifying downtime.

Emergency Maintenance

We may perform emergency maintenance without advance notice when necessary to protect the Services or users. Emergency maintenance is excluded from qualifying downtime.

5. DDoS and Security Events

We may use best-effort measures to mitigate DDoS attacks and maintain service stability. Due to the evolving nature of attacks and internet routing, we cannot guarantee prevention of all disruptions. Downtime caused by DDoS or other hostile activity that exceeds reasonable mitigation is excluded from this SLA.

6. Service Credits (Remedy)

This SLA provides the sole and exclusive remedy for qualifying downtime covered under this SLA.

Eligibility

If your covered Service's monthly availability falls below the target due to qualifying downtime, you may request a service credit.

How to Request

To request a credit, contact us within 7 days after the month in which the downtime occurred (or within 7 days of the incident ending). Provide:

• Your account identifier (email/username)
• The affected service instance
• The approximate date/time range of the outage
• Any relevant screenshots/logs (if available)

Credit Type

If approved, we will apply a service credit to your account (for example, an extension of service time or account credit), at our discretion.

Credit Amount

Credits are based on the amount of qualifying downtime and the fees paid for the affected service during the impacted period. Credits will not exceed the monthly fee for the affected service for that month.

We do not provide cash refunds under this SLA unless required by law.

7. Limitations

• This SLA applies only to the availability of covered Services. It does not cover performance issues that do not amount to unavailability.
• This SLA does not apply to issues caused by factors listed in the exclusions above.
• Credits cannot be combined with other credits, refunds, or remedies unless required by law.

8. Abuse Reporting and Response

HytaleHosting takes abuse, illegal activity, and policy violations seriously.

Abuse Reports

Abuse reports related to activity hosted on our infrastructure must be submitted to:

Email: abuse@hytalehosting.net

Reports should include, where available:

• The affected service or IP address
• Date and time of the activity
• A description of the alleged abuse
• Any relevant logs or evidence

Response Time Commitment

We commit to reviewing and responding to abuse reports within 24 hours of receipt at the abuse@hytalehosting.net address.

A response may include:

• A request for additional information
• Acknowledgment that the report is under investigation
• Mitigation actions, suspension, or enforcement measures where appropriate

Scope of Response

Our obligation under this SLA is limited to acknowledgment and initial review within the 24-hour window. Resolution time may vary depending on the nature, severity, and complexity of the report.

Enforcement

If abuse, fraud, or policy violations are confirmed, we may take enforcement action in accordance with our Terms of Service, including suspension or termination of services, without prior notice where required to protect users, infrastructure, or comply with law.

9. Changes to This SLA

We may update this SLA from time to time. The most current version will be posted on HytaleHosting.net with an updated effective date. Continued use of the Services after the effective date constitutes acceptance of the updated SLA.

10. Contact

For SLA requests or questions, contact us at:

Email: support@hytalehosting.net