Service Level Agreement (SLA)

We are committed to delivering reliable and high-availability hosting solutions. This Service Level Agreement (SLA) defines our commitment to service uptime, outlines covered areas, and explains how clients can claim compensation for qualifying downtime events.

Services included under this SLA:

• Minecraft Server Hosting
• Minecraft Pocket Edition Hosting
• Rust Server Hosting

Our SLA guarantees 99.9% network uptime across all covered services. Any downtime causing availability to drop below this threshold qualifies for SLA review and compensation.

• For outages dropping network availability below 99.9%, clients receive service credits equal to 2× the downtime period.
• SLA claims must be submitted via a support ticket within 7 days of the incident.
• Claims will be reviewed and resolved at our sole discretion; fraudulent or intentionally caused outages will void eligibility.
• This SLA applies only to direct Aven Hosting clients. Reseller-related downtime is not covered.

The SLA does not cover downtime caused by:

• Planned maintenance (notified in advance).
• Software errors or failures unrelated to our infrastructure.
• Client actions, including third-party software installations or exceeding allocated resources.
• Force majeure events or circumstances beyond our control.

For any questions or clarifications regarding this SLA, please contact our support team through official channels.