MaceHost Service Level Agreement (SLA)

Last Edited: February 24, 2025

1. Purpose

This Service Level Agreement (“SLA”) defines the service standards that customers can expect from MaceHost. Our commitment is to provide reliable hosting services backed by clear uptime guarantees and fair compensation policies.

2. Scope

This SLA applies to all hosting services offered by MaceHost, including:

• Game Servers (e.g., Minecraft)
• Virtual Private Servers (VPS)
• Other hosting services as listed on our website

3. Service Availability

MaceHost guarantees 99.9% network uptime each calendar month. Uptime is measured by service availability, excluding scheduled maintenance, migrations, or events beyond MaceHost’s control (e.g., DDoS attacks, upstream outages, or natural disasters).

4. Downtime Compensation

If MaceHost fails to meet the uptime guarantee, customers are eligible for compensation as follows:

• 1 hour of downtime = 1 day of service credit
• 3 hours of downtime = 2 days of service credit
• 6 hours of downtime = 3 days of service credit
• More than 6 hours of downtime = 1 week of service credit

No compensation is provided for downtime caused by scheduled maintenance or service migrations.

5. Support Commitments

• Critical Issues: response within 15 minutes
• High Priority: response within 30 minutes
• General Support: response within 45 minutes

Support is available 24/7 via our ticket system and Discord. Please note that MaceHost operates in the Asia timezone, and support response times are based on this region’s time zone.

6. Maintenance

Scheduled Maintenance: Customers will be notified at least 24 hours in advance.
Emergency Maintenance: May occur without prior notice if required to protect system stability or security.

7. Customer Responsibilities

• Maintain account and server security (e.g., secure passwords, backups).
• Use services in compliance with MaceHost’s policies and applicable laws.
• Report issues promptly through official support channels.

8. Exclusions

This SLA does not cover downtime or issues resulting from:

• Customer errors, misconfigurations, or software crashes.
• Third-party software problems.
• Events outside MaceHost’s control (force majeure).

9. Agreement

By using MaceHost services, the customer acknowledges and accepts this SLA. MaceHost reserves the right to update this SLA, with notice provided to customers.

Thank you for choosing MaceHost!