1. Introduction
This Service Level Agreement, hereinafter the SLA, sets forth the criteria under which HolyHosting may grant compensation for verifiable interruptions in certain services.
This SLA forms part of HolyHosting's contractual framework and must be read together with the Terms and Conditions, the Privacy Policy, and any other applicable policies published at holy.gg/legal.
By contracting, renewing, using, or maintaining an active HolyHosting service, the customer accepts this SLA and acknowledges that the compensation provided herein constitutes the sole monetary remedy applicable in the event of interruptions covered by this document, except as otherwise required by applicable law.
2. Scope of the SLA
This SLA applies only to interruptions directly attributable to verifiable infrastructure failures within HolyHosting's reasonable control, in accordance with the conditions, exclusions, and procedures set forth in this document.
Depending on the type of service contracted, the SLA may apply to the following categories:
- Network connectivity.
- Control panel availability.
- Critical physical hardware failures.
- Reasonable mitigation against DoS and DDoS attacks.
This SLA does not guarantee perfect operation, constant performance, total absence of interruptions, absence of attacks, absence of data loss, software compatibility, or absolute continuity of service.
3. Covered services
This SLA may apply to active HolyHosting services, including, without limitation:
- Game servers.
- Minecraft servers.
- VPS servers.
- TEASPEAK voice servers.
- Hosting services managed directly by HolyHosting.
- Other services where HolyHosting expressly indicates that this SLA applies.
For VPS servers, this SLA covers only the physical infrastructure, network connectivity, and control panel under HolyHosting's control. It does not cover the operating system, software, configuration, applications, processes, services, or any element managed by the customer within the VPS.
The SLA does not automatically apply to free services, trials, promotions, canceled services, suspended services, expired services, services provided by third parties, or services contracted under special conditions, unless HolyHosting expressly indicates otherwise.
4. Availability targets
4.1. Network
HolyHosting establishes a target monthly network availability of 99.97% for the covered infrastructure.
A covered network interruption shall be considered to exist only when there is a general loss of connectivity, verifiable and directly attributable to the network within HolyHosting's reasonable control, lasting more than 10 continuous minutes.
Connectivity issues originating with the customer's internet service provider, external routes, peering, intermediate providers, regional blocks, customer firewalls, DNS configurations, software errors, or matters outside the network within HolyHosting's reasonable control shall not be deemed covered interruptions.
4.2. Control panel
HolyHosting establishes a target monthly availability of 99% for the control panel.
A covered control panel interruption shall be considered to exist when HolyHosting's official control panel is generally inaccessible for more than 20 continuous minutes, provided that such interruption is verifiable by HolyHosting and is not due to external causes or exclusions set forth in this SLA.
Unavailability of the control panel does not necessarily mean that the customer's server is offline. If the server continues to operate but the panel experiences an interruption, compensation shall be evaluated solely in respect of the actual scope of the incident.
4.3. Physical hardware
HolyHosting shall make reasonable efforts to keep its physical infrastructure operational and to respond to critical hardware failures.
A covered hardware interruption shall be considered to exist when there is a verifiable physical failure in the node or infrastructure assigned to the service, directly attributable to HolyHosting or to its infrastructure within its reasonable control, and such failure causes the total unavailability of the service for more than 25 continuous minutes.
This SLA does not guarantee uninterrupted operation of physical hardware, nor does it eliminate the possibility of failures, replacements, migrations, maintenance, temporary degradation, data corruption, or interruptions caused by external events.
4.4. Protection against DoS and DDoS attacks
HolyHosting employs reasonable mitigation measures against DoS and DDoS attacks, subject to technical availability, service location, network provider, mitigation capacity, and the type of attack.
DoS and DDoS protection does not constitute an absolute guarantee of blocking, absorption, perfect filtering, or continuous availability in the event of attacks. Some attacks may exceed reasonable mitigation capabilities, affect external providers, saturate routes, impact specific applications, or require extraordinary measures.
When a DoS or DDoS attack affects a service, HolyHosting will assess the incident on technical grounds. Compensation may be considered only if the interruption was caused by a verifiable failure in the mitigation systems within HolyHosting's reasonable control, and not by the magnitude, nature, target, service configuration, customer software, or external factors of the attack.
5. Calculation of availability and interruptions
Availability shall be calculated on a monthly basis and shall be based on records, monitoring, internal logs, technical reports, and verifications performed by HolyHosting.
For an incident to be considered under this SLA, it must be a continuous interruption that is verifiable and directly attributable to a covered cause.
Isolated, intermittent, or short-duration interruptions shall not be aggregated to artificially reach a minimum threshold, unless HolyHosting determines that they form part of the same continuous technical incident.
5.1. Official status page
HolyHosting maintains an official public status page at estado.holy.gg, operated through HetrixTools, on which incidents, maintenance, and availability measurements are published.
The official status page constitutes a complementary source of evidence for the calculation of incidents and availability under this SLA. The primary measurement shall be the one performed by HolyHosting through its internal monitoring, logs, and technical verification systems.
External reports submitted by the customer may be considered as supplemental information but do not replace HolyHosting's internal technical verification.
6. SLA exclusions
This SLA does not apply in the following cases.
6.1. Scheduled maintenance
Interventions, updates, migrations, improvements, infrastructure changes, or tasks previously announced by HolyHosting shall not be deemed interruptions covered by the SLA.
6.2. Urgent or emergency maintenance
The SLA does not apply to urgent maintenance necessary to preserve the security, stability, availability, data integrity, attack mitigation, or operational continuity of the platform, even if it could not be announced in advance.
6.3. Software failures
Issues caused by software, configuration, mods, plugins, addons, extensions, scripts, bots, resource packs, databases, incompatible versions, installation errors, customer updates, or conflicts between components are excluded.
By way of example: a Minecraft server that fails due to mods, a Discord bot that fails due to API changes, a misconfigured database, an incompatible plugin, or a process that consumes resources abnormally.
6.4. Customer errors or actions
No compensation shall apply for interruptions caused in whole or in part by acts, omissions, configurations, or decisions of the customer or of third parties authorized by the customer.
By way of example: deleting critical files, modifying permissions incorrectly, installing insecure software, exposing credentials, changing ports incorrectly, saturating storage, misconfiguring a firewall, or executing commands that affect the service.
6.5. Resource overuse
The SLA does not apply if the interruption or degradation results from exceeding or abusing the contracted or reasonably available resources.
By way of example: excessive use of CPU, RAM, disk, I/O, or network; resource-intensive processes; mining; abusive scripts; excessive logs; unauthorized storage; or use of the service for purposes other than those contracted.
6.6. Attacks, abuse, or malicious activity
Interruptions caused by attacks, abuse, malicious activity, abnormal traffic, DoS and DDoS attacks, exploitation of vulnerabilities, malware, spam, phishing, botnets, or unlawful activity are excluded, unless HolyHosting expressly determines that there was a covered failure within HolyHosting's reasonable control.
6.7. Force majeure
The SLA does not apply to events outside HolyHosting's reasonable control.
By way of example: natural disasters, fires, general power outages, failures of external providers, datacenter outages, labor disputes, governmental acts, wars, civil unrest, regulatory restrictions, mass internet failures, upstream provider incidents, or any unforeseeable or unavoidable event.
6.8. External providers
No compensation shall be granted for failures caused by external providers, third-party platforms, payment processors, domain registrars, external APIs, external networks, mail providers, Discord, Tebex, Stripe, PayPal, Cloudflare, datacenter providers, or other third parties outside HolyHosting's reasonable control.
6.9. Suspended, expired, or canceled services
The SLA does not apply to services suspended for non-payment, expired, canceled, deleted, blocked for abuse, subject to pending KYC verification, suspended due to chargeback, or restricted for breach of the Terms and Conditions.
6.10. Customer's local issues
No compensation shall apply for issues originating from the device, network, connection, internet service provider, country, firewall, VPN, DNS, operating system, browser, game client, voice client, or software used by the customer or its end users.
6.11. Loss, corruption, or restoration of data
This SLA does not cover loss of data, file corruption, backup failures, restorations, rollbacks, loss of worlds, databases, configurations, mods, plugins, or any content stored by the customer.
The existence of internal backup or disaster recovery systems does not replace the customer's obligation to maintain its own external backups.
6.12. VPS services
For VPS services, the SLA covers only the physical infrastructure, network connectivity, and control panel under HolyHosting's control. It does not cover the operating system, software, configuration, applications, processes, services, security, updates, firewall, optimization, access recovery, or any element managed by the customer within the VPS.
7. Compensation for SLA breach
When HolyHosting determines that a covered interruption has occurred under this SLA, the customer may receive compensation in the form of service credit.
The standard compensation shall be 1 additional day of service for every 4 continuous hours of covered and verifiable interruption.
Compensation shall be applied solely as an extension of the affected service or as internal credit, at HolyHosting's discretion. It shall not be delivered as cash, balance withdrawal, bank transfer, refund to the payment method, or external compensation, unless HolyHosting decides otherwise or applicable law so requires.
The maximum compensation for an incident or set of incidents shall not exceed the amount actually paid by the customer for the affected service during the last 30 days.
Compensation shall not apply to other services of the customer that have not been directly affected by the covered incident.
8. Procedure to request compensation
To request compensation under this SLA, the customer must open a ticket from the official client area:
The request must be submitted within 14 calendar days following the incident.
The request must include, at a minimum:
- Affected service.
- Approximate date and time of the incident.
- Description of the issue.
- Available evidence, if applicable.
- Observed impact.
Requests submitted out of time, through unofficial channels, without sufficient information, or in respect of excluded incidents may be rejected.
HolyHosting will review the request using its internal records, monitoring, logs, official status page, technical reports, and any other relevant information. The final determination as to whether an incident is covered by the SLA shall be made by HolyHosting in good faith and in accordance with this document.
9. Form of application of credit
When compensation is warranted, HolyHosting may apply it through:
- Extension of days for the affected service.
- Internal credit on the customer's account.
- Another equivalent mechanism determined by HolyHosting.
Credit granted under this SLA is non-transferable, non-refundable, may not be withdrawn as cash, and may not be used to cover prior debts except with HolyHosting's express authorization.
10. Sole remedy
The customer agrees that the compensation provided under this SLA constitutes the sole remedy applicable in respect of interruptions covered by this document.
HolyHosting shall not be liable for indirect losses, loss of revenue, loss of players, loss of business opportunities, reputational harm, loss of data, lost profits, migration costs, costs of alternative services, third-party claims, or any other indirect, special, incidental, punitive, or consequential damages arising from a service interruption.
The foregoing shall apply to the maximum extent permitted by applicable law. Where a mandatory rule grants additional non-waivable rights, such rights shall prevail solely to the extent strictly required by the applicable rule.
11. Relationship with other documents
This SLA must be read together with:
- Terms and Conditions: holy.gg/legal/tos
- Privacy Policy: holy.gg/legal/privacy
- Policies of external providers, where applicable.
In the event of any conflict between this SLA and the Terms and Conditions, the Terms and Conditions shall prevail, except with respect to compensation for availability, in which case this SLA shall prevail solely within its specific scope.
The specific refund guarantees provided in the Terms and Conditions for certain services are not affected by this SLA and are governed by the conditions published for each service.
12. Modifications to the SLA
HolyHosting may update this SLA when necessary to reflect technical, operational, legal, commercial, or infrastructure changes.
For material changes, HolyHosting will notify customers at least 30 days in advance by email, through the client area, or through another official channel, and customers shall have the right to terminate their services without penalty if they do not accept the modified version.
For minor, corrective, or clarifying changes, the version in effect shall be the one published at holy.gg/legal/sla.
13. Contact
For inquiries related to this SLA, the customer may contact HolyHosting through the client area or by email:
Support: [email protected] Legal: [email protected]
HOLY SERVERS LLC 30 N Gould St Ste N, Sheridan, WY 82801, USA