Service Level Agreement (SLA)

1. Introduction

ExpHost ("we", "us", "our") provides game hosting, Minecraft servers, and virtual private servers (VPS). We are committed to delivering high-quality service to our customers ("you", "your"). This SLA outlines our guarantees, commitments, and your rights as a customer.

2. Uptime Guarantee

We guarantee a 99.9% uptime for our hosting services. Uptime is calculated on a monthly basis using monitoring data published at status.exphost.net. If we fail to meet this uptime guarantee, you may be eligible for service credits as outlined in Section 9.

Downtime excludes periods covered under exclusions (see Section 8).

3. Service Provisioning

Most services will be provisioned and operational within one hour of order confirmation. If there are delays beyond this period, you will be notified via email or the billing panel.

4. Support Availability

We provide 24/7 support except during recognized holidays. Our support team is distributed across time zones to maintain prompt response times.

5. Maintenance and Downtime

Scheduled Maintenance: Announced at least 24 hours in advance via Discord and the billing panel.

Emergency Maintenance: May occur without notice to address critical issues. Notifications will be posted as soon as possible.

6. Data Center Limitations

We rely on third-party data centers for hosting infrastructure. While we work closely with these providers, we cannot control incidents originating from their operations. Resolution times may vary.

7. Security and Data Loss

We employ industry-standard security measures to protect your data. However, you are responsible for maintaining your own backups. In the event of breach or data loss, we may provide assistance or credits at our discretion, but we do not guarantee recovery.

8. Exclusions

The following are not covered by this SLA:

- Customer misconfigurations or unauthorized modifications.

- Third-party attacks, such as Distributed Denial of Service (DDoS) attacks beyond our mitigation capacity.

- Natural disasters, acts of war, or other force majeure events beyond our control.

9. Remedies for Breach

If we fail to meet this SLA, you may be eligible for service credits applied to your next billing cycle. Credits are assessed based on the impact and duration of the outage. Requests must be submitted within 14 days of the incident.

Cash refunds are not provided under this SLA.

10. Performance Monitoring

We continuously monitor our infrastructure. Live status updates and incident reports are available at status.exphost.net.

11. Changes to the SLA

We reserve the right to modify this SLA at any time. Changes will be communicated at least 30 days in advance via email, Discord, or the billing panel.

12. Contact Information

For support or questions regarding this SLA, please contact us at [email protected].