Service Level Agreement
MineXHost runs on hardware we own, at our home in Pennsylvania, with player traffic arriving through an OVH network edge (see where we run). We are in Early Access, and this agreement is sized for that setup: it says what we commit to, how we measure it, and what you get when we miss it. We will review it at full launch.
This Service Level Agreement is part of our Terms of Service (Section 8.2). If we change it, we will give at least 30 days' notice by email and on this page before the change takes effect.
1. What this covers
This agreement covers three services. Each one has a different commitment.
1.1 Game server availability
Your Minecraft server being up and reachable, measured as described in Section 2.4. This is the only service with service credits (Section 3).
1.2 Panel and website (minexhost.com)
Target: 99.5% monthly uptime. There is no service credit for the panel or website.
Running game servers keep running, and players can still join them, while only the panel or website is unavailable. Player traffic is routed by our network edge, which keeps its last working routing when it cannot reach the panel. During a panel outage you cannot start, stop or change a server from the panel.
1.3 Support
Target: a first reply from a person within about 12 hours for a ticket sent during support hours (5PM to 12AM ET on weekdays). Weekend availability is limited, so a ticket sent outside support hours can take longer. There is no service credit for support. See support for the channels.
2. How we measure
2.1 The record. We measure uptime with the monitors on our status page, status.minexhost.com. The status page is public: you can see the same page we use, with daily uptime history and incident reports. Our monitoring is the record for this agreement.
2.2 Monthly uptime. For each calendar month:
monthly uptime % = (minutes in the month − counted downtime minutes) ÷ minutes in the month × 100
2.3 Downtime. Downtime is a period in which the service is unreachable for at least 5 consecutive minutes, as detected by our monitors, which check every few minutes. Shorter interruptions do not count. Periods listed in Section 4 and announced major planned work under Section 5 do not count.
2.4 Which monitor applies.
- Game server availability is measured by each node's monitor on the status page (for example, "USA PA Node 1"), which reports the node as down when it cannot be reached. Your server's uptime is the uptime of the node it runs on. The node monitor does not test each individual server. We plan to add a monitor that tests game traffic through our edge; when it is live, it replaces the node monitors as the measure for this section, and we will say so on this page.
- Panel and website uptime is measured by the minexhost.com monitor on the status page.
3. Service credits for game server availability
3.1 Credit levels. If a server's monthly uptime falls below a level in this table, you receive a credit of the stated share of that server's monthly fee (the amount you pay for that server per month; if you pay for a longer period, we use the monthly equivalent).
| Monthly uptime | Downtime in an average month | Credit |
|---|---|---|
| 99.0% or higher | up to about 7.3 hours | none |
| 97.0% to below 99.0% | more than about 7.3, up to about 21.9 hours | 10% |
| 95.0% to below 97.0% | more than about 21.9, up to about 36.5 hours | 25% |
| below 95.0% | more than about 36.5 hours | 50% |
The hours are for an average month of 30.44 days (730.5 hours): 1% of it is 7 hours 18 minutes, 3% is 21 hours 55 minutes and 5% is 36 hours 32 minutes. A 30-day month allows slightly less downtime at each level, and a 31-day month slightly more.
3.2 Limits and how credits are applied. Credits under this Section 3 are capped at 50% of that server's monthly fee for the affected month. We apply a credit against the server's next renewal, either by reducing that charge or by refunding that amount of it. Apart from that, credits have no cash value and are not paid out if the server is cancelled. You claim Section 3 credits as described in Section 7.
3.3 Sole remedy. Except as Section 5 provides, the credits in this Section 3 are your sole remedy for downtime. This does not limit the 3-day money-back guarantee, refunds under Section 4 of the Refund Policy, or rights you have under law that cannot be waived.
4. What does not count as downtime
- Announced planned maintenance. We announce it at least 24 hours ahead on the status page and in our Discord. Up to 8 hours of announced maintenance per month is excluded; any announced maintenance beyond 8 hours in a month counts as downtime, except major planned work under Section 5.
- Problems caused by your server's own setup. For example, your mods, plugins or configuration, or your server running out of the RAM or disk space in its plan.
- Your own actions, and suspension. Time when you stopped, restarted or reinstalled your server, and time when it was suspended under the Terms (for example for non-payment).
- Third-party services outside our network. For example, Mojang or Microsoft authentication, CurseForge or Modrinth being down.
- Attacks larger than our network protection absorbs. Denial-of-service attacks beyond what OVH's network protection absorbs.
- Force majeure. Events outside our reasonable control, such as natural disasters, war or government action.
Power and internet outages at our site count as downtime. We run from a home in Pennsylvania, so a power cut or an internet provider outage there is not excluded as force majeure, even when the cause is the power company or the provider.
5. Major planned work and relocation
Some planned work takes longer than 8 hours, for example moving our hardware to a new location. For that work:
- We give at least 30 days' notice by email and on the status page.
- The announced window does not count toward the monthly uptime in Sections 2 and 3.
- Every affected customer receives a credit for each full 24 hours their server is unavailable during the window. Each credit is a daily share of that server's monthly fee: the monthly fee divided by 30, for every full 24 hours, even when the window spans two months. We apply these credits automatically to the affected servers, so you do not need to claim them. They are applied against the next renewal the same way as in Section 3.2, any amount larger than one renewal carries over to the following renewals, and they are not limited by the cap in Section 3.2.
- Instead of the credit, you may cancel the affected server and receive a pro-rated refund of the unused time you paid for (Refund Policy Section 4(d)).
6. Our other commitments
These commitments carry no service credits.
- Backups. On the default backup settings, a running server is backed up automatically at least once a day, and we keep up to 7 daily and 4 weekly backups (plus the most recent 24 hourly ones). Backups count toward your plan's disk space. Scheduled backups pause while a server is stopped, unless you set it to back up while offline. They are also skipped while the server's disk space is 90% or more full, and from 85% the oldest backups are removed first to make room. Backups are stored with your world on a separate storage server at our site, not on the machine that runs your game. If you change your server's backup schedule or retention in the panel, your settings apply instead.
- Incident updates. We post incidents on the status page within 30 minutes during support hours, and as soon as we can outside them.
- Your files after cancellation. A cancelled server stays available until the end of the period you paid for, so you can download your files. When it is removed, we hold it for 30 days and restore it on request so you can download them; after that it is permanently deleted (Section 9.4 of the Terms). The exceptions are in Section 9.5.
- 3-day money-back guarantee. Your first purchase of a hosting plan is covered by our 3-day money-back guarantee.
7. How to claim a credit
This process is for Section 3 credits. Section 5 credits are applied automatically.
- Open a support ticket within 30 days after the end of the affected month.
- Include the server name and the approximate dates and times of the downtime.
- Your account must be in good standing (no unpaid balance, not suspended).
- We check the claim against the status page records and apply the credit against the server's next renewal as described in Section 3.2.
Questions about this agreement: [email protected] or a ticket from the support page.