1. Uptime target

Vision Host targets 99.99% monthly uptime for the core availability of covered Minecraft, Discord bot, VPS, and related platform services under our control, measured across a calendar month.

2. Definition of downtime

Downtime means the continuous period during which your active paid service is unreachable due to failure of Vision Host infrastructure or network under our direct control, confirmed by our monitoring or mutually agreed evidence. Application bugs, plugin crashes, misconfiguration, exhausted disk/RAM, or upstream ISP issues on the customer side are not downtime under this SLA.

3. Scheduled maintenance

We may perform scheduled maintenance with advance notice via status page, email, or Discord when practical. Announced maintenance is excluded from uptime calculations. Emergency maintenance to protect platform integrity may occur with shorter notice.

4. Exclusions

• Suspensions for non-payment or Acceptable Use Policy violations
• Force majeure events and failures outside our reasonable control
• Third-party services (Discord API, payment gateways, customer domains)
• Beta, free trials (if any), or explicitly unsupported experimental features
• DDoS events that exceed mitigable capacity despite best efforts

5. Service credits

If monthly uptime for a covered service falls below 99.99% due to qualifying downtime, you may request a service credit proportional to the impact, typically applied to a future invoice for the affected service. Credits are the sole and exclusive remedy for SLA breaches unless mandatory law requires otherwise. Total credits in a month will not exceed the monthly fee paid for the affected service.

6. Claiming credits

Submit claims within seven (7) days after the incident via Contact or [email protected]. Include service identifiers and approximate timestamps. Approved credits appear on a subsequent billing cycle.