Service Level Agreement (SLA)

At VisiHost, we are committed to maintaining high availability, low-latency network performance, and hardware stability for all our hosted services. This Service Level Agreement ("SLA") outlines our availability targets, how downtime is calculated, what qualifies for remedies, and the process for claiming service credits.

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1. Scope & Eligible Services#

This SLA applies strictly to paid, active hosting services in good standing, including:

• Paid Discord & Telegram Bot hosting containers
• Minecraft Java & Bedrock game servers
• Lavalink audio streaming nodes
• Cloud Virtual Private Servers (VPS)
• Managed Database instances

Excluded Services: Free Tier bot containers, beta services, trial allocations, and accounts with past-due invoices are strictly excluded from this SLA and are provided on a best-effort basis without service credit eligibility.

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2. Monthly Availability Commitments#

We measure availability on a monthly calendar cycle (based on a standard 30-day month of 43,200 minutes). Our availability targets reflect our actual redundant infrastructure:

• Baseline Availability Target: 99.5% monthly uptime across all standard paid hosting services.
• US Server Clusters (Ashburn, VA & Miami, FL): 99.9% targeted network and hypervisor availability.
• India Edge Nodes (Noida & Delhi): 99.0% baseline availability, accounting for local upstream power and transit dynamics. Additional locations are continuously evaluated for future expansion.

Monthly Downtime Reference Table#

To give you a practical understanding of what these percentages mean, here are the maximum cumulative downtime budgets in a standard 30-day calendar month:

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3. Downtime Calculation & Measurement#

Monthly availability percentage is calculated using the following mathematical formula:

$$\text{Monthly Uptime %} = \left( \frac{\text{Total Scheduled Minutes in Month} - \text{Qualifying Downtime Minutes}}{\text{Total Scheduled Minutes in Month}} \right) \times 100$$

• Total Scheduled Minutes in Month: Calculated as 43,200 minutes for a standard 30-day month.
• Qualifying Downtime: The duration in continuous minutes during which a customer's active server cannot be reached or accessed due to an unscheduled physical host, hypervisor, or border routing failure verified by VisiHost monitoring systems.

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4. Qualifying Downtime vs. Exclusions#

A. What Qualifies as Downtime#

Qualifying downtime includes verifiable events originating within the VisiHost core infrastructure:

1. Physical server hardware failures (e.g., faulty RAM, motherboard failure, power supply failure).
2. Physical hypervisor crashes or kernel panics on the parent node.
3. Unscheduled data center power disruptions affecting host racks.
4. Internal core network switch, router, or edge firewall failures within VisiHost network boundaries.

B. SLA Exclusions#

The following scenarios do not constitute qualifying downtime and are ineligible for service credits:

1. Announced Scheduled Maintenance: Maintenance windows communicated at least 12 to 24 hours in advance via Discord announcements or email.
2. Emergency Maintenance: Immediate security patching required to remediate critical zero-day vulnerabilities or mitigate active infrastructure attacks.
3. Application & Code-Level Crashes: Crashes resulting from user scripts, out-of-memory (OOM) killer terminations, unhandled promise rejections, syntax errors, or incompatible Minecraft plugins/mods.
4. Third-Party & Upstream Disruptions: Global undersea fiber cuts, Tier-1 transit carrier outages, or ISP routing anomalies beyond VisiHost's border routers.
5. DDoS Attacks Exceeding Edge Thresholds: High-volume, volumetric distributed denial-of-service attacks that temporarily exceed edge mitigation capacity.
6. Administrative Actions: Service suspensions resulting from overdue invoices, payment disputes, or violations of our Acceptable Use Policy.
7. Customer Misconfigurations: Incorrect firewall rules, blocked ports, or corrupted configuration files applied by the user.

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5. Tiered Service Credit Schedule#

If your eligible paid service experiences qualifying infrastructure downtime that reduces monthly availability below our baseline target, you may request account Service Credits according to the following schedule:

Note: The maximum aggregate credit issued for any single service in a given calendar month is strictly capped at 50% of that service's monthly recurring fee.

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6. Hypothetical Service Credit Calculation Example#

To understand how service credits are applied in practice, consider the following scenario:

• Customer Service: Minecraft Java Server on an AMD Ryzen node
• Monthly Fee: ₹400 / month
• Total Minutes in Month: 43,200 minutes
• Unscheduled Infrastructure Outage: A parent host power rail failure causes 4 hours (240 minutes) of continuous downtime before node restoration.

Calculation: $$\text{Uptime %} = \left( \frac{43,200 - 240}{43,200} \right) \times 100 = 99.44%$$

• Applied Credit Tier: 99.0% to 99.49% uptime qualifies for a 10% Service Credit.
• Credit Amount: $10% \times \text{₹400} = \textbf{₹40.00}$.
• Credit Application: The ₹40 credit is added directly to the client's VisiHost account balance to be deducted from the next renewal invoice.

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7. Claim Procedures & Guidelines#

To submit a valid SLA service credit claim:

1. Submission Window: You must open a formal billing ticket within seven (7) calendar days of the conclusion of the outage event.
2. Where to Submit: Log into the VisiHost Client Area and open a ticket under Billing & Invoices.
3. Required Information:
   • Relevant Service ID and Container Name
   • Exact timestamps of the outage (including time zone, preferably UTC or IST)
   • Supporting traceroutes, ping diagnostics, or server log excerpts
4. Credit Terms: Service credits are non-transferable, have no cash surrender value, and cannot be refunded to bank accounts or payment gateways. They apply exclusively toward future invoice renewals.

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8. Frequently Asked Questions (FAQ)#

Does my server rebooting during scheduled maintenance count as downtime?#

No. Scheduled maintenance operations that are announced 12 to 24 hours in advance via Discord or email do not count toward qualifying SLA downtime calculations.

Do crashes caused by Discord gateway rate limits or Out of Memory (OOM) errors count as SLA downtime?#

No. Application-level crashes, memory leaks, unhandled exceptions, or external API rate limits (such as Discord HTTP 429) are internal to your application or external services and are not eligible for SLA credits.

Can SLA credits be converted to cash or refunded to my bank account?#

No. SLA service credits are strictly credited to your active VisiHost billing balance and applied automatically to discount future renewal invoices. They are non-transferable and non-refundable in cash.

How do I provide proof of downtime when submitting a claim?#

You can provide timestamps of when your application stopped responding, ping test results, traceroutes, or excerpts from your control panel console logs demonstrating that the physical host or network was unreachable.

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9. Live Status & Network Monitoring#

We believe in open, verifiable uptime reporting. You can monitor our active nodes, scheduled maintenance schedules, and incident post-mortems through our official channels:

• Live Status Page: https://stats.visihost.in/
• Incident Updates: #status and #announcements in our Discord Server
• Support Inquiries: support@visihost.in