Effective Date: August 31, 2026
Last Updated: August 31, 2026
This Service Level Agreement (“SLA”) describes the uptime commitment provided by HostFlow Network LLC (“HostFlow,” “we,” “us,” or “our”) for eligible paid hosting services.
This SLA forms part of the HostFlow Terms of Service.
1. Covered Services
This SLA covers active, paid:
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Game-server hosting
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Discord bot hosting
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Website hosting
Free trials, complimentary services, expired services, suspended services, and preorders that have not been activated are not covered.
2. Monthly Uptime Commitment
HostFlow commits to 99.9% monthly availability for the core hosted service.
Monthly availability is calculated as:
Monthly Availability = ((Total Minutes − Qualifying Downtime) ÷ Total Minutes) × 100
Availability is calculated separately for each affected service during the applicable calendar month.
3. Qualifying Downtime
Qualifying downtime occurs when the core hosted service is unavailable because of a failure within HostFlow-controlled hosting infrastructure.
Downtime generally begins when HostFlow monitoring detects the failure or when HostFlow verifies a customer report. It ends when the affected service is restored.
An interruption involving only the Client Area, billing website, support system, or control panel does not count as core-service downtime when the hosted game server, bot, or website remains operational.
4. Exclusions
The following do not count as qualifying downtime:
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Scheduled maintenance
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Emergency maintenance reasonably required for security or stability
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Customer-requested maintenance
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Customer files, code, plugins, mods, themes, bots, or configurations
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Resource exhaustion caused by customer usage
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Customer-side internet, DNS, domain, device, or software problems
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Suspension or termination under HostFlow policies
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DDoS attacks or other attacks beyond reasonable mitigation
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Failures of upstream networks, data centers, or third parties outside HostFlow’s reasonable control
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Discord, game publisher, API, plugin, or external platform outages
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Natural disasters, power failures, government actions, or other force majeure events
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Beta, trial, experimental, or complimentary features
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Incorrect credentials or customer security settings
5. Scheduled Maintenance
HostFlow may perform maintenance to improve security, performance, or reliability.
When practical, HostFlow will provide at least 24 hours’ notice of scheduled maintenance expected to cause a material interruption.
Emergency maintenance may be performed without advance notice when necessary to address an urgent security threat, technical failure, or network-stability issue.
6. Service Credits
If an eligible service fails to meet the 99.9% monthly commitment because of qualifying downtime, the customer may request the following credit:
| Monthly availability | Account credit |
|---|---|
| Below 99.9% but at least 99.0% | 5% of the affected service’s monthly base fee |
| Below 99.0% but at least 95.0% | 10% of the affected service’s monthly base fee |
| Below 95.0% | 25% of the affected service’s monthly base fee |
The maximum credit for one affected service in one month is 25% of that service’s monthly base fee.
Credits do not include taxes, setup fees, domains, licenses, dedicated IP addresses, add-ons, or resource upgrades.
7. Requesting a Credit
To request an SLA credit:
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Open a Billing support ticket at https://billing.hostflow.cloud.
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Identify the affected service.
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Provide the approximate date and time of the outage.
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Describe the issue experienced.
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Submit the request within 14 calendar days after the end of the affected calendar month.
HostFlow will review monitoring data, service logs, maintenance records, and other relevant information.
The customer’s account must be active and in good standing when the credit is requested and applied.
8. Applying Credits
Approved SLA credits are applied to the customer’s HostFlow account for use on future invoices.
Credits:
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Have no cash value
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Cannot be withdrawn
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Cannot be transferred
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Do not extend the refund period
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Cannot exceed the affected service’s charges
To the extent legally permitted, SLA credits are the customer’s sole monetary remedy for HostFlow’s failure to meet the uptime commitment.
9. Backups and Data
This SLA measures service availability. It does not guarantee:
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Successful backups
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Data integrity
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Recovery of deleted or corrupted files
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Compatibility with customer software
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Protection against every attack
Customers must maintain independent backups of important data.
10. Customer Responsibilities
Customers must:
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Maintain accurate contact information
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Use supported and secure software
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Keep applications, plugins, and bots updated
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Protect passwords, tokens, and API keys
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Use resources within assigned limits
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Report suspected outages with sufficient information
Problems caused by a customer’s failure to meet these responsibilities are excluded from the uptime calculation.
11. Changes to This SLA
HostFlow may update this SLA by posting a revised version.
Material reductions to the uptime commitment or service-credit schedule will receive at least 30 days’ notice and will generally apply beginning with the customer’s next renewal.
12. Contact
SLA questions and credit requests can be submitted through:
https://billing.hostflow.cloud
HostFlow Network LLC
Website: https://hostflow.cloud
Client Area: https://billing.hostflow.cloud
