Maintenance Policy
How VisiHost schedules infrastructure upgrades, handles emergency hardware repairs, and communicates service maintenance windows.
At VisiHost, regular infrastructure maintenance is essential to preserving hardware health, ensuring hypervisor security, and delivering peak network throughput. This Maintenance Policy outlines how planned and emergency maintenance operations are scheduled, communicated, and executed.
1. Scheduled Maintenance#
Scheduled maintenance refers to planned, non-emergency operational tasks necessary to keep physical host machines, storage arrays, and network switches operating at peak performance.
Routine Maintenance Scope#
- Linux kernel upgrades and hypervisor security patches.
- Physical memory or NVMe storage array expansions.
- Core network routing equipment upgrades and firmware updates.
- Pterodactyl panel and daemon (Wings) software updates.
- Data center electrical or cooling system servicing.
Scheduling & Advance Notice#
- Advance Notice Standard: We announce scheduled maintenance windows at least 12 to 24 hours in advance via our official Discord community announcement channels and by email notification.
- Off-Peak Timing: Planned maintenance is scheduled during historically lower-traffic windows (typically late night or early morning hours UTC / IST) to minimize disruption to live games and active bots.
- Expected Impact: Depending on the specific procedure, your server may experience momentary packet latency, brief network routing convergence, or a scheduled system reboot lasting a few minutes.
- SLA Alignment: Planned maintenance conducted within announced windows does not count as unplanned downtime under our Service Level Agreement (SLA).
2. Emergency Maintenance#
When an urgent hardware defect, power anomaly, or critical security threat occurs without warning, our engineering team must intervene immediately to protect system stability and prevent customer data loss.
Emergency Scenarios#
- Hardware Faults: Sudden physical hardware degradation, such as a failing ECC RAM module, degraded RAID disk drive, or unstable power supply unit (PSU).
- Critical Zero-Day Vulnerabilities: Urgent remote code execution (RCE) flaws or kernel-level security vulnerabilities requiring immediate patching.
- Upstream Network Failures: Emergency BGP route failovers or border routing adjustments following sudden Tier-1 fiber cuts.
- Active Infrastructure Threats: Severe DDoS attacks requiring emergency upstream filtering adjustments.
Real-Time Incident Communication#
Because emergency remediation requires immediate action, advance notice is often impossible:
- Live Status Updates: As soon as emergency work begins, our team publishes real-time incident reports to the
#statuschannel on our Discord Server. - Network Status Page: Live node availability and incident post-mortems are tracked continuously on our public Status Page.
- Post-Mortem Reports: For significant or prolonged incidents, our technical team publishes a root-cause summary once stability is restored.
3. Customer-Side Application Maintenance#
While VisiHost manages the underlying physical host servers, network routers, and virtualization daemons, you remain responsible for maintaining the applications running inside your containers and virtual servers:
- Discord & Telegram Bots: Regularly updating Node.js dependencies (
npm update), Python packages (pip install --upgrade), and runtime frameworks. - Minecraft Game Servers: Updating server jars (Paper, Purpur, Fabric, Forge), testing plugin compatibility against new Minecraft releases, and running world database optimizations.
- Cloud VPS: Applying Linux distribution security updates (
apt update && apt upgradeordnf upgrade), maintaining firewall rules, and configuring automated local backups. - Data Protection: Keeping independent, off-site copies of critical data, world saves, and database dumps.
4. Node Migrations & Hardware Replacements#
When physical host nodes reach end-of-life or require hardware upgrades:
- Automated Migration: Where feasible, virtual containers and instances are migrated seamlessly to modern host nodes with zero or minimal service disruption.
- Customer Coordination: If a migration requires changing a server IP address or port assignment, our team coordinates with affected customers in advance via ticket or email to ensure smooth transition.
5. Frequently Asked Questions (FAQ)#
Where are scheduled maintenance announcements posted?#
Scheduled maintenance windows are announced at least 12 to 24 hours in advance in the #announcements channel on our official Discord Server and sent via automated email notices to affected account holders.
Will my server automatically start back up after a host reboot?#
Yes. Our container daemons and hypervisors are configured to automatically boot and restore all active server instances upon completion of maintenance work.
How do I check if an outage is fleet-wide or specific to my server?#
Check our public Status Page for real-time node operational health, or check the #status channel in our Discord community where real-time incident reports are broadcast.
6. Checking Live System Status#
Before opening a technical support ticket regarding connectivity issues, please check our live operational status: