Service Level Agreement (SLA)
VisiHost is committed to providing a highly available network and infrastructure for our customers. This SLA outlines our uptime targets and compensation protocols for paid services.
1. Uptime Target
We strive to maintain a baseline network and power uptime target of 99.5% for all paid hosting plans in a given billing month.
Depending on your selected region and service tier (such as Lavalink), you may benefit from higher regional uptime targets:
- USA (Ashburn), Singapore, Dubai: 99.9% Uptime Target
- India (Mumbai / Delhi): 99.0% Uptime Target
2. Planned & Emergency Maintenance
To ensure network health, we perform maintenance:
- Scheduled Maintenance: We will notify customers via Discord and email at least 12 - 24 hours in advance. Scheduled maintenance does not count against SLA uptime.
- Emergency Maintenance: Critical security patching or hardware replacement may occur without prior notice to protect the network.
3. SLA Exclusions
The following scenarios are excluded from our SLA and do not qualify for service credits:
- Scheduled maintenance windows.
- Downtime caused by customer actions (misconfiguration, resource exhaustion, crashed applications).
- Third-party software bugs or panel updates.
- Suspensions due to billing failure or Acceptable Use Policy violations.
- DDoS attacks exceeding our standard mitigation capacity.
- Outages caused by upstream ISPs or global network routing issues outside our control.
- Free Tier Services: All free bot hosting plans are provided "as-is" with no uptime guarantee or SLA coverage.
4. Service Credits
If we fail to meet our SLA target due to infrastructure faults, eligible customers may receive Service Credits applied to their VisiHost account balance.
To request a credit:
- You must submit a support ticket within 7 days of the outage incident.
- Provide your Service ID and logs/proof of the downtime.
- Credits are calculated based on the length of the outage relative to your monthly fee.
Service credits cannot be exchanged for cash refunds and can only be used for future VisiHost invoices.