Legal Documents

1. Introduction

ExpHost ("we", "us", "our") provides Minecraft server hosting services and is committed to delivering high-quality service to our customers ("you", "your"). This SLA outlines our guarantees, commitments, and your rights as a customer.

2. Uptime Guarantee

We guarantee a 99.9% uptime for our Minecraft servers. If we fail to meet this uptime guarantee, you may be eligible for compensation as outlined in Section 9. Uptime is calculated on a monthly basis and excludes periods covered under exclusions (see Section 8).

3. Service Provisioning

Most servers will be provisioned and operational within one hour of order confirmation. If there are delays beyond this period, you will be notified via email or the billing panel.

4. Support Availability

We provide 24/7 support to ensure timely assistance, except during recognized holidays. Our support team is distributed across various time zones to maintain prompt response times.

5. Maintenance and Downtime

Scheduled Maintenance: Scheduled maintenance that may impact server availability will be communicated at least 24 hours in advance via our Discord and billing panel.
Emergency Maintenance: Emergency maintenance may occur without prior notice to address critical issues, such as security vulnerabilities or hardware failures. Notifications will be sent as soon as possible.

6. Data Center Limitations

We rely on third-party data centers for hosting infrastructure. While we work closely with these providers to minimize downtime, we cannot control incidents originating from data center operations. Resolution times for such issues may vary.

7. Security and Data Loss

We employ industry-leading security measures to protect your data. However, in the event of a breach or data loss, compensation may be offered based on the extent of the incident. Please contact support for assessment and resolution details. Customers are strongly advised to maintain their own backups to minimize potential data loss risks.

8. Exclusions

The following circumstances are not covered under this SLA:

• Customer errors, including misconfigurations or unauthorized modifications.
• Third-party attacks, such as Distributed Denial of Service (DDoS) attacks beyond our mitigation capacity.
• Natural disasters, acts of war, or other force majeure events beyond our control.

9. Remedies for Breach

If we fail to meet the terms outlined in this SLA, you may be eligible for compensation in the form of partial refunds. Compensation is assessed based on the impact and duration of the service disruption. Requests for compensation must be submitted within 14 days of the incident.

10. Performance Monitoring

We continuously monitor our servers using advanced tools to ensure optimal performance. Live status updates and incident reports are available at status.exphost.net.

11. Changes to the SLA

We reserve the right to modify this SLA at any time. Any changes will be communicated to you at least 30 days in advance via email, Discord, or the billing panel.

12. Contact Information

For support or questions regarding this SLA, please contact us at support@exphost.net.