Service Level Agreement (SLA)
Last Updated: August 10, 2026
The English version of this document is the legally binding version.
This Service Level Agreement describes the availability commitment for services provided under the HYTHOST brand by OKLAKO S.R.L. (IDNO 1015600036593), Chișinău, Republic of Moldova. It is part of the agreement between you and HYTHOST together with the Terms of Service.
1. Uptime Commitment
1.1. HYTHOST commits to a 99.9% Uptime SLA, measured per calendar month and per individual service, for the following covered layers: availability of the host node running your service and availability of the HYTHOST network up to our upstream boundary.
1.2. The commitment covers the infrastructure we operate. It does not cover the availability of the software you run on the service (game server software, plugins, mods, web applications, operating system configuration on unmanaged services), which remains your responsibility.
1.3. Dedicated servers. If a hardware component of a dedicated server fails, we replace or repair the failed hardware as quickly as reasonably possible. Downtime caused by a hardware failure ends at the moment the machine is functional and accessible again. Reinstalling the operating system, restoring data, and reconfiguring applications are your responsibility on unmanaged services and do not count as downtime; keeping backups of your data is your responsibility as described in Section 8.2 of the Terms of Service.
1.4. Colocation. For colocation services, this SLA covers only the availability of our network and of the electrical power supply. The hardware belongs to you, so failures of your own equipment are not downtime under this SLA and are not eligible for credits.
2. Measurement
2.1. Uptime is measured by HYTHOST's own monitoring systems per calendar month. Monthly uptime percentage = (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100.
2.2. Downtime is any period of one full minute or longer during which the covered layers of a service are unavailable, as recorded by our monitoring, excluding the events listed in Section 4. Partial degradation (slow but responding) is not downtime unless the service is effectively unusable.
3. Service Credits
3.1. If the monthly uptime of a service falls below 99.9%, you can claim a service credit calculated as a percentage of the monthly fee of the affected service (for a non-monthly billing cycle, the cycle fee divided by the number of months in it; for one-off services, the amount paid):
- below 99.9% and at or above 99.5% — 5% credit;
- below 99.5% and at or above 99.0% — 15% credit;
- below 99.0% and at or above 95.0% — 30% credit;
- below 95.0% — 50% credit.
3.2. Credits are applied to your HYTHOST account and used against future invoices. Credits are not paid out in cash, are capped at 50% of the affected service's monthly fee per month, apply only to the affected service, and cannot be transferred or combined with other compensation for the same incident.
3.3. To claim a credit, open a support ticket within 14 days after the end of the incident, identifying the affected service and the approximate time window. We verify claims against our monitoring records, which are the primary evidence for SLA purposes; you may also submit your own monitoring data and we will consider it in good faith.
3.4. The service credits in this SLA are your sole and exclusive remedy for availability incidents covered by this SLA, to the maximum extent permitted by applicable law.
4. Exclusions
The following events do not count as downtime and are not eligible for credits:
- scheduled maintenance announced in advance through the client area, email, or website notice;
- emergency maintenance reasonably required to protect security, stability, or data integrity;
- issues caused by your own software, configuration, resource exhaustion within your plan limits, or actions of your users;
- suspension, restriction, or termination applied under the Terms of Service (non-payment, abuse, blacklist incidents, fraud, legal requests);
- attack traffic that exceeds the mitigation capacity stated for your product, and the side effects of mitigating it; attacks within that capacity are covered, since anti-DDoS filtering is part of the service. Other force majeure events described in the Terms of Service are also excluded;
- failures of upstream providers, registries, or third-party services outside our reasonable control;
- beta, trial, free, development, or explicitly unsupported services;
- periods during which you asked us to keep the service offline or performed your own maintenance.
5. Changes
We may update this SLA under the same rules as the Terms of Service (Section 16 of the Terms). The version published on this page applies to the current billing period.
6. Contact
SLA claims and questions: open a support ticket in the client area or email [email protected].
