Infinity Host Legal Center
Clear, transparent, and enforceable terms governing your cloud infrastructure, Minecraft servers, VPS hosting, and account relationships with Infinity Host.
6. Service Level Agreement (SLA)
Infinity Host's commitment to 99% monthly service availability, uptime formulas, exclusions, and service credit claims.
6.1 Introduction
This Service Level Agreement describes the service availability commitment of Infinity Host for Minecraft Hosting, VPS nodes, and managed cloud infrastructure.
6.2 Monthly Uptime Commitment
Infinity Host commits to a target of 99% monthly service availability for eligible active hosting services.
For example, a standard 30-day month contains 43,200 minutes. A 99% availability commitment permits up to 432 minutes of eligible downtime during that month.
6.3 Measurement
Service availability is measured using internal infrastructure telemetry and external incident monitors. An eligible outage occurs when a purchased hosting service is entirely unreachable due to a core failure within Infinity Host's managed network or hardware systems.
6.4 Scheduled Maintenance
Performed for hardware upgrades, security patches, and network expansion. Announced in advance through our Discord and announcements, and excluded from downtime calculations.
6.5 Emergency Maintenance
Required to mitigate zero-day exploits, sudden hardware failures, or network attacks. Executed with utmost priority to preserve data integrity and system security.
6.6 SLA Exclusions
The uptime commitment does not cover interruptions directly caused by:
- Pre-announced scheduled maintenance.
- Customer software, configuration errors, bad mods, or corrupt world files.
- Customer actions or resource abuse exceeding plan allocations.
- Third-party transit carriers or upstream ISP routing failures outside our control.
- Force majeure incidents, natural disasters, or telecommunication acts of state.
- Government restrictions, court orders, or compliance actions.
- Customer-requested reboots, re-installations, or maintenance.
- Unauthorized customer kernel or system modifications.
6.7 Service Credits
If verified monthly availability drops below 99%, customers may request a service credit applied to future invoices:
- Credits will be applied directly to future invoices.
- Credits are not disbursed as cash refunds.
- Credits will not exceed the monthly recurring charge for the affected plan.
- Credits are specific to the impacted service.
6.8 Claim Procedure
- Open a support ticket under "SLA Claim".
- Identify the affected service ID or IP.
- Provide outage timestamps and diagnostic logs.
- Submit claim within 7 calendar days following the end of the affected billing month.
6.10 Support Priorities
6.11 Backups and Data Recovery
Customers are responsible for maintaining independent off-site backups. Backup and recovery commitments depend on the purchased plan specifications.