Service Level Agreement (SLA)

This Service Level Agreement explains FlameHost’s service availability target, support expectations, exclusions, and service credit process.

1. Scope

This SLA applies to eligible paid FlameHost Minecraft hosting services.

It does not apply to:

• Free services
• Trial services
• Expired services
• Suspended services
• Terminated services
• Services violating FlameHost policies
• Issues caused by customer configuration, plugins, mods, or server files

2. Uptime Target

FlameHost aims to provide:

This uptime target applies to the availability of the hosted server infrastructure under FlameHost’s control.

3. Service Credit / Extra Days

If monthly uptime falls below 99% due to an eligible FlameHost-controlled outage, customers may request compensation in the form of extra service time.

Compensation may be provided as additional service days or hours.

Maximum credit:

The amount of extra time depends on:

• Length of downtime
• Severity of outage
• Impact on the affected service
• Whether the outage qualifies under this SLA
• FlameHost’s review of the claim

Credits are not cash refunds.

4. Credit Examples

FlameHost may provide credits such as:

• Short eligible downtime: extra service hours
• Longer eligible downtime: 1 or more extra service days
• Major eligible downtime: up to 6 extra service days

The final credit amount is determined by FlameHost.

5. How to Claim SLA Credit

To request SLA credit, the customer must open a support ticket.

The ticket should include:

• Service name
• Approximate downtime start and end time
• Description of the issue
• Any relevant screenshots or logs

SLA claims must be submitted within 7 days of the downtime event.

Claims submitted late may be denied.

6. How We Track Downtime

We track downtime using FlameHost’s monitoring systems, infrastructure logs, provider reports, and internal records.

We may also review reports sent by customers, but our internal monitoring logs are the main source we use to calculate it.

A service is considered down when the hosted server infrastructure is unavailable due to a FlameHost-controlled issue.

7. Exclusions

The SLA does not apply to downtime or issues caused by:

• Scheduled maintenance
• Emergency maintenance
• DDoS attacks
• Network attacks
• Upstream provider outages
• Data center issues
• Cloud/infrastructure provider incidents
• User misconfiguration
• User-installed plugins
• User-installed mods
• Minecraft software issues
• Pterodactyl panel issues caused by user actions
• Customer scripts or server files
• Resource exhaustion caused by the customer
• Payment suspension
• Abuse suspension
• Policy suspension
• Force majeure events
• Domain/DNS propagation outside FlameHost control
• Client-side internet issues
• Local device/browser problems
• Third-party services outside FlameHost control

8. Maintenance

FlameHost may perform scheduled or emergency maintenance.

Scheduled maintenance may be announced in advance where practical.

Emergency maintenance may occur without prior notice if required to protect security, stability, or service availability.

Maintenance windows are excluded from SLA calculations.

9. Support Response Target

FlameHost aims to respond to support tickets within:

Response times are targets only and are not guaranteed.

Complex issues, abuse reviews, billing disputes, or infrastructure incidents may take longer.

10. Customer Responsibilities

Customers are responsible for:

• Keeping their server files backed up
• Maintaining secure account credentials
• Managing plugins and mods carefully
• Avoiding abusive resource usage
• Paying invoices on time
• Reporting issues through the support ticket system
• Providing accurate details when requesting help

11. No Monetary Guarantee

SLA compensation is provided as service time credit only.

FlameHost does not provide cash refunds, damages, or monetary compensation under this SLA unless required by applicable law.

12. Maximum SLA Credit

The maximum SLA credit for a qualifying incident or monthly period is:

Credits cannot exceed the value of the affected service period.

13. Abuse of SLA Claims

False, repeated, abusive, or misleading SLA claims may be denied.

FlameHost may refuse SLA credits if the customer caused or contributed to the issue.

14. Changes to This SLA

FlameHost may update this SLA from time to time.

The current version will be available on the FlameHost website.

15. Contact

For SLA claims or questions, open a support ticket or contact:

Email: email@flamehost.asia