The HostCraft Guarantee: We guarantee a minimum of 95% network and power availability each calendar month across all VPS, Windows RDP, game server, and web hosting locations. Typical uptime runs near 99%; the guaranteed floor is 95% because rare datacenter-side incidents are outside our direct control.
1. Coverage & Uptime Thresholds
Uptime is measured per calendar month. Downtime means a sustained 100% packet-loss condition caused by infrastructure we control or that our datacenter partner operates — not by your software or configuration.
Normal Operation
Guaranteed monthly availability across all regions. Typical uptime runs near 99%.
10% Service Credit
10% account credit applied toward your next billing cycle after ticket review.
25% Service Credit
25% account credit applied toward your next billing cycle.
50% Service Credit
50% account credit applied toward your next billing cycle.
2. Facilities & Hardware
HostCraft servers run inside carrier-neutral datacenter facilities operated by our datacenter partner:
- Hardware Replacement: failed host components are diagnosed and swapped by the facility's on-site engineering staff with local spares.
- Power & Cooling: facilities provide redundant power feeds, UPS battery backup, and standby generation.
- Network: multi-carrier upstream connectivity with inline DDoS mitigation in protected regions (Delhi, Mumbai, Singapore).
3. Service Credit Terms & Claims
SLA claims are issued exclusively as HostCraft account balance credits toward future renewals:
- Submit a claim via support ticket or
[email protected]within 7 days of the incident, including approximate timestamps and any traceroutes or logs you have. - We verify the incident against our monitoring and respond within 5 business days.
- Credits apply to future billing cycles and cannot be cashed out or transferred.
4. SLA Exclusions
The uptime guarantee does not apply to:
- Scheduled maintenance announced at least 24 hours in advance via our status page or registered email.
- Customer-caused issues: misconfiguration, OS crashes, firewall rules, or resource exhaustion inside your service.
- Suspensions for Acceptable Use Policy violations.
- Internet routing disruptions beyond our network boundary and upstream providers.
- Force majeure events beyond reasonable control.