Service Level Agreement (SLA)

Last updated: 2026-09-05

This Service Level Agreement (“SLA”) forms part of the contractual framework between Minexnodes (“Minexnodes”, “we”, “us”, or “our”) and the Client (“Client”, “you”, or “your”). This SLA applies to services for which Minexnodes expressly states that this SLA applies, including game server hosting, VPS services, control panel access, and related infrastructure services, unless a separate written SLA or enterprise agreement provides otherwise.

This SLA describes Minexnodes’ service availability objective, maintenance practices, support scope, support response targets, exclusions, and the limited contractual remedy available where the availability objective is not met. This SLA does not limit or exclude any rights that cannot be excluded under mandatory applicable law.

1. Scope and interpretation

1.1 This SLA applies only to the underlying hosting infrastructure and service components that are under Minexnodes’ direct operational control, including node-level compute availability, power availability within the relevant service environment, network connectivity within Minexnodes’ managed service path, and core platform accessibility where applicable.

1.2 This SLA does not create a guarantee that any specific third-party software, game, mod, plugin, operating system, application, or custom configuration will operate without interruption, error, incompatibility, or degraded performance.

1.3 In the event of conflict between this SLA and the Terms of Service, the Terms of Service prevail unless this SLA expressly states otherwise with respect to service levels or service credits.

1.4 This SLA applies only to paid active services that are in good standing. Suspended, terminated, trial, promotional, complimentary, abuse-restricted, or delinquent services are not eligible for SLA credits unless Minexnodes expressly confirms otherwise in writing.

2. Definitions

2.1 For the purposes of this SLA, the following definitions apply.

2.2 “Availability” means the percentage of time during the relevant Measurement Period in which the covered service is capable of operating and being reached at the infrastructure level, excluding events expressly excluded under this SLA.

2.3 “Downtime” means a period of unplanned service unavailability caused by a failure of Minexnodes’ covered infrastructure, lasting for more than five (5) consecutive minutes, measured from the time a verifiable incident begins until the covered service is restored.

2.4 “Measurement Period” means a calendar month, unless Minexnodes expressly states in writing that a different billing-aligned measurement period applies to a specific service.

2.5 “Scheduled Maintenance” means planned maintenance announced in advance in accordance with this SLA.

2.6 “Emergency Maintenance” means urgent maintenance, security remediation, incident response, hardware intervention, or similar work that Minexnodes reasonably considers necessary to protect infrastructure, data, service integrity, or other clients.

2.7 “Covered Service” means the specific paid service instance for which availability is being measured, and not unrelated services under the same Account.

3. Availability objective

3.1 Unless otherwise stated in a separate written agreement or product-specific SLA, Minexnodes targets an average monthly service availability of 99.5% for covered core infrastructure (“Uptime Objective”).

3.2 The Uptime Objective applies to the infrastructure layer of the covered service, including node-level availability, power continuity within the hosting environment, and network-level reachability under Minexnodes’ control.

3.3 The Uptime Objective is a commercial service target and not an absolute guarantee of uninterrupted service.

3.4 Failure to meet the Uptime Objective does not entitle you to damages, cash compensation, or termination rights beyond those available under the Terms of Service or mandatory law. Subject to this SLA and applicable law, the sole and exclusive contractual remedy for failure to meet the Uptime Objective is a service credit calculated in accordance with Section 8 of this SLA.

4. Exclusions from downtime

4.1 The following events are excluded from the calculation of Downtime and do not count toward SLA credit eligibility.

4.2 Excluded events include Scheduled Maintenance performed in accordance with Section 5, Emergency Maintenance performed in accordance with Section 5, and any maintenance window or migration activity reasonably necessary to preserve stability, security, or performance.

4.3 Excluded events also include outages, instability, packet loss, latency, crashes, degraded performance, or unavailability caused in whole or in part by your own acts or omissions, including misconfiguration, excessive resource consumption, unsupported workloads, insecure setups, bad updates, incompatible dependencies, or custom software changes.

4.4 Failures of third-party software are excluded, including game engines, server jars, mods, plugins, operating systems, libraries, frameworks, applications, control panels not developed by Minexnodes, and any custom image, script, or software uploaded or selected by you.

4.5 Outages or degradation attributable to upstream datacenter providers, facility incidents, utility failures, cooling incidents, provider-side outages, external transit issues, internet routing events, DNS problems outside Minexnodes’ direct control, or wider internet instability are excluded to the extent Minexnodes does not have full operational control over the relevant cause.

4.6 DDoS attacks, malicious traffic events, abuse floods, or similar hostile activity are excluded where such activity exceeds the capacity, profile, or configuration of Minexnodes’ standard mitigation layer or where the event originates outside Minexnodes’ reasonable control.

4.7 Force majeure and similar events are excluded, including natural disasters, war, sanctions, terrorism, civil disturbance, state intervention, embargoes, labor disruption not specific to Minexnodes, large-scale regional power loss, or similar events beyond Minexnodes’ reasonable control.

4.8 Suspensions, restrictions, null-routing, service freezes, abuse controls, or access limitations imposed under the Terms of Service, AUP, legal obligations, fraud controls, non-payment controls, or security controls are excluded.

5. Maintenance windows and operational work

5.1 Minexnodes may perform Scheduled Maintenance in order to maintain, secure, upgrade, rebalance, migrate, repair, or improve the services.

5.2 Where reasonably possible, Minexnodes will provide at least seventy-two (72) hours’ prior notice before Scheduled Maintenance that is expected to cause material interruption to covered services.

5.3 Minexnodes will use reasonable efforts to schedule maintenance during lower-impact periods and to minimize customer disruption.

5.4 Minexnodes will use reasonable efforts to ensure that Scheduled Maintenance causing significant service interruption does not exceed forty-eight (48) hours in a calendar month for any given covered service, except where urgent, exceptional, security-related, or technically unavoidable circumstances require additional work.

5.5 Emergency Maintenance may be carried out without prior notice where Minexnodes reasonably believes immediate action is necessary to protect infrastructure, data, clients, or service continuity.

5.6 You acknowledge and accept that node balancing, host migrations, storage work, kernel updates, hypervisor work, security patching, DDoS mitigation adjustments, and hardware replacement may cause short interruptions and will generally be treated as maintenance activity or normal operations rather than SLA-compensable Downtime.

6. Support scope and support response

6.1 Minexnodes provides support primarily through the support ticket system or other channels designated in the client area.

6.2 For game hosting services, Minexnodes’ standard support scope includes infrastructure availability, node-level issues, panel-level functionality, deployment-related service access, and basic guidance for standard supported game hosting environments.

6.3 For game hosting services, Minexnodes may provide best-effort assistance with common configuration issues, but advanced customization,large modpack troubleshooting, plugin conflict resolution, third-party code debugging, performance tuning of custom stacks, and gameplay-level support remain your responsibility unless a separate managed or premium support service is purchased.

6.4 For VPS services, standard support is limited to hardware availability, virtualization platform availability, instance reachability at the infrastructure layer, and network connectivity under Minexnodes’ control.

6.5 For VPS services, you remain fully responsible for the guest operating system,packages, application stack,kernel-level choices within the guest where applicable,firewall rules inside the guest, SSH configuration, web stack configuration, database configuration, backups, software licensing, and system administration, unless a managed service has been expressly purchased.

6.6 Minexnodes aims to provide an initial human support response within eight (8) hours of ticket creation under normal operating conditions. This is a response-time target only and not a guaranteed resolution commitment.

6.7 Response times may be longer during major incidents, abuse events, provider escalations, legal holds, emergency maintenance, unusually high ticket volume, public holidays, or where diagnosis depends on third-party systems or delayed customer cooperation.

6.8 Resolution times are not guaranteed unless Minexnodes expressly agrees otherwise in writing. Different issues vary materially in complexity, risk, and dependency chain.

7. Performance, resource allocation and Dcores

7.1 Each service is provisioned with the resources stated in the applicable order confirmation or product description, which may include CPU, Dcores, RAM, storage, storage I/O, bandwidth, ports, and related technical parameters.

7.2 Actual performance may vary based on workload design, game engine behavior, tick rate sensitivity, storage patterns, routing conditions, virtualization overhead, hardware architecture, thermal conditions, and other technical factors.

7.3 Where a service plan is advertised as including dedicated compute resources, including dedicated CPU core allocations (“Dcores” or “D-Vcores”), Minexnodes will use reasonable efforts to provision those resources in accordance with the design of the relevant plan rather than relying on heavily oversubscribed shared vCPU contention models.

7.4 Minexnodes may rebalance nodes, migrate instances, or reallocate workloads within its infrastructure in order to preserve service stability, client isolation, or overall platform health. Such work may result in brief interruptions and will generally be treated as maintenance or normal operations.

7.5 Network throughput, latency, and jitter are variable technical conditions and are not guaranteed at a fixed maximum level at all times unless expressly stated in a separate written SLA.

7.6 Nothing in this SLA guarantees that a specific game server, mod stack, plugin set, Java runtime, operating system image, or customer application will maintain a particular TPS, MSPT, frame timing behavior, compile speed, query speed, or workload-specific benchmark result.

8. SLA credits

8.1 If the Uptime Objective in Section 3 is not met during a Measurement Period, and none of the exclusions in Section 4 apply, you may be eligible for a service credit for the affected covered service.

8.2 Service credits under this SLA are a contractual remedy only. They are not penalties, are not cash refunds, and do not create a right to damages except where mandatory law requires otherwise.

8.3 Service credits are generally available only outside any mandatory statutory withdrawal, cooling-off, or similar consumer protection period. During any such period, your rights are governed by applicable law and the refund provisions of the Terms of Service.

8.4 To qualify for an SLA credit, all of the following must be true: your Account must be in good standing, the incident must be verifiable, the Downtime must be attributable to Minexnodes’ covered infrastructure, and you must submit a valid claim in accordance with Section 9, unless Minexnodes independently verifies and applies the credit.

8.5

8.5 The service credit for the affected covered service is calculated using the following formula:

Credit = Monthly Price × (Excess Downtime Hours ÷ (Days × 24))

In this formula, “Excess Downtime Hours” means the total verified Downtime hours during the relevant Measurement Period minus the amount of downtime permitted by the 99.5% Uptime Objective for that same period.

8.6 By way of illustration, in a 30-day month, the 99.5% Uptime Objective allows approximately 3 hours and 36 minutes of non-creditable downtime before Excess Downtime begins.

8.7 SLA credits are capped at 100% of the recurring monthly fee for the affected covered service for the relevant Measurement Period.

8.8 SLA credits:

a) are applied as account credit to future invoices for the same Account;

b) have no cash value;

c) are non-transferable; and

d) may not be exchanged for money except where required by mandatory law.

8.9 If the affected service is billed quarterly or on another non-monthly billing cycle, Minexnodes may calculate the monthly equivalent recurring fee for the purpose of applying the formula in this Section.

9. Incident reports and claim procedure

9.1 You should report suspected service incidents and downtime through the designated support channels as soon as reasonably practicable.

9.2 Any SLA credit claim should be submitted no later than fourteen (14) calendar days after the date on which you became aware, or reasonably should have become aware, of the relevant incident.

9.3 A valid claim should identify the affected service, the approximate date and time of the incident, the observed duration, and any relevant supporting information reasonably available to you, such as logs, screenshots, network tests, panel errors, or other incident details.

9.4 Claims submitted outside the fourteen (14)-day claim window may be denied. However, where Minexnodes’ own monitoring or incident records independently confirm the outage, Minexnodes may, at its discretion, still process a late claim submitted within thirty (30) calendar days of the incident.

9.5 Minexnodes will review claims in good faith and determine eligibility based on its internal monitoring, incident records, upstream reports, maintenance logs, abuse records, and any customer-provided supporting information.

9.6 If a claim is approved, the applicable credit will normally be applied to your Account within a reasonable time after verification.

10. Game servers, mods, updates and customer responsibility

10.1 Minexnodes provides infrastructure and general-purpose game hosting functionality, but does not guarantee that any specific game version, mod, plugin, loader, world format, API layer, datapack, or custom configuration will function correctly or remain compatible over time.

10.2 You acknowledge that updates, patches, hotfixes, mod releases, dependency changes, version mismatches, and upstream software changes made by game developers, plugin authors, mod maintainers, or third-party vendors may change performance characteristics, break compatibility, corrupt worlds, alter expected behavior, or render prior configurations unstable.

10.3 Minexnodes is not liable for incompatibility, crashes, corruption, or degraded operation caused by third-party updates or customer-selected modifications, except to the extent such issue directly results from Minexnodes’ own infrastructure failure.

10.4 It remains your responsibility to test updates, maintain compatibility in your chosen stack, keep external backups, verify mod and plugin changes, and restore your own service state where required.

11. Data protection, backups and restoration limits

11.1 This SLA concerns availability and support levels. It does not create a separate promise of data retention, backup frequency, restoration success, point-in-time recovery precision, or disaster recovery beyond what is expressly stated in the Terms of Service or any separate backup policy.

11.2 Where Minexnodes maintains node-level snapshots, operational backups, or disaster recovery tooling, such systems are provided primarily for Minexnodes’ operational resilience and do not replace your own obligation to maintain independent backups.

11.3 Any backup restoration assistance, including a paid restore service, is provided on a best-effort basis unless expressly guaranteed in a separate written agreement.

12. Limitations and final provisions

12.1 This SLA states Minexnodes’ service level commitments for the covered services and replaces any informal statements, support messages, marketing estimates, or non-contractual expectations regarding uptime or response time.

12.2 Service credits under this SLA are your sole and exclusive contractual remedy for failure to meet the Uptime Objective, without prejudice to mandatory rights you may have under applicable law.

12.3 Minexnodes may update this SLA from time to time in accordance with the amendment procedure set out in the Terms of Service or, if no such procedure applies, by giving reasonable notice before the updated SLA takes effect for future service periods.

12.4 If any provision of this SLA is held invalid or unenforceable, the remaining provisions remain in full force to the extent permitted by law.