This Service Level Agreement describes the general service levels, uptime targets, and support expectations for HostCraft infrastructure and related services.
This SLA applies to production infrastructure services provided by HostCraft, including compute nodes and supported game or web hosting offerings, unless otherwise specified in a separate written agreement.
For core infrastructure services, HostCraft aims for a monthly uptime target of 99.9%. This is a goal and not a guarantee; specific guarantees, if any, will be described in product-specific documentation or contracts.
Uptime calculations exclude periods covered under the exclusions outlined below.
From time to time, we may perform maintenance that can impact availability. Where possible, we schedule maintenance during periods of lower traffic and provide advance notice through appropriate channels.
Planned maintenance windows that are communicated in advance are excluded from uptime calculations.
HostCraft provides support through the channels listed on the Support page, including community and direct contact options. We aim to respond to urgent infrastructure-impacting issues as quickly as reasonably possible.
Actual response times may vary based on severity, current load, and the specific support plan or agreement you have with us.
The uptime target does not apply to downtime or issues caused by factors outside of HostCraft's reasonable control, including but not limited to: internet or network provider failures, customer-side misconfigurations, attacks against your applications, or actions required to comply with law or accepted abuse handling practices.
Experimental or beta services may not be covered under this SLA.
Where service credits are offered, eligibility and calculation will be described in product-specific documentation or separate agreements. Any credits granted are applied to future invoices and are the sole and exclusive remedy for SLA-related issues.
We may update this SLA from time to time to reflect new services, improvements, or clarifications. When changes are material, we will provide notice via the site, console, or email.
If you have questions about this SLA or require clarification regarding how it applies to your workloads, contact our team using the Support page or via email.
For support, reach out to support@hostcraft.xyz.
This SLA is provided for informational purposes and does not create a binding commitment unless incorporated into a signed agreement with HostCraft.
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